Have you ever rung a business to be greeted by someone who just couldn’t “get” what you were talking about? It’s so frustrating and you end up not using them, because they don’t understand what you need. If you are the manager or business owner, then you have just lost a customer. Who knows how many people they will tell about their experience?
Professionals Stick To Their Talents
The problem is they have a different set of skills than the ones needed to take the call.
You needed a professional, friendly sounding voice. You needed someone who could listen carefully and find out what the customer really needed; You needed a different skill set.
This is the first reason to employ an outsourcing company for call center staff.
The second reason is simply economical. How much do you pay your professional staff? $20 per hour? $50 per hour? $100 per hour? Do you want to pay that to have them answer the phone?
Call center staff are not paid at a professional level, although they do a very good job, so when you allow your professionals to answer the phone….well, you are paying a lot of money for people who may or may not be operating on their skill set.
Some days the phone never stops ringing. Other times it feels like there should be tumbleweed passing by. When you use a call center it doesn’t matter to you – they deal with the issues. If you have a spike in the volume of calls, you know that things are being handled professionally.
Everyone loves a promotion, when you provide your customers with something to claim or a freebie you know you are going to get an increased volume of calls. When you have trained staff taking your calls, you know they will get information from the customer that you can follow up on with emails. These are extras that customer service staff can often provide.
You can have call center staff who are proficient in different languages, so if the customer is more comfortable speaking a language different from yours you know they are going to be looked after with call center staff.
When you use an outsourcing company for your call center needs then they are the ones that have the technology to take multiple calls. Your customers never hear the call busy sound! You know that your customers are going to have people who know how to listen to them and understand the issues. It also means that you don’t have to hear customers who complain – you don’t get shouted at. Then you can be the one that calmly resolves the situation. You are the hero!
We all need some sleep, but with a call center they can offer 24 hour, 7 days per week service. With the best will in the world, you are not going to be working at full capacity if you are up several times in the night answering questions. Ask anyone who has just had a baby!
If you want to take advantage of the above benefits, why not hire a call center outsourcing company.