Call centres can add real value to a business of any kind, but especially one that relies on the satisfaction of customers that like to communicate via telephone. If you are a growing company with the need to keep ever-growing numbers of customers happy, you should research the purchase of service packages from call centres. It can make the difference between success and failure for a growing company.
At first, a company can rely on its own employees to deal with customer calls and interaction. You might only need one phone, or a small number of phones in order to deal with the demand of clients looking to purchase your goods or services, or just to ask questions about your products. As your company grows you find that there is less time to deal direct with clients, or that the amount of time spent dealing with customer service issues is detracting from your ability to fine tune the goods and services you provide those customers. This catch-22 situation can cause real problems the longer it is allowed to fester.
By hiring call centre staff to take care of inbound calls from your customers, or to make outbound calls to potential brand new customers, you are creating a framework that can be used to scale the company in a much easier sense than you can from your work premises alone. If there is a need for a push on a certain promotion of products for instance, you can hire call centre staff to work for a specified, short period of time, in order to sell the product and services to customers, before you scale back to your existing number of sales agents at a later date when the promotion ends.
Equally, it provides a sign that you are ready to grow. A call centre can handle much larger volumes of calls than you can in your current work premises. Your company can all of a sudden handle multiple customer calls at one time. What this means is that you will never miss an opportunity moving forward. Customers calling to purchase an item or to ask a question will always be able to get through to someone and have a resolution put forward within minutes.
Now you’ll have more time to focus on what you and your team is good at, creating and delivering the products and services that have enabled you to take the next steps to growth and try to acquire more customer service staff in the process.
An out of hours could also be key to your growth as a company. If your office hours are 9am to 5pm there is potentially a whole host of customers that would call and buy from you in the evening and weekends. A customer service team that works out of hours provides you with the flexibility that can entice new customers and keep your loyal customer base a happy one.
The more you can do to increase customer satisfaction levels, the better, and with a call centre handling your customer calls you have the scalable framework to grow successfully.