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Whether you are a one man band, small business or large corporation you have an obligation to look after your customers and ensure that their needs are being met. Poor customer service results in poor sales and an even poorer reputation.
Many companies employ Customer Service Agents to take on the task only to find that they leave suddenly or demand more money than necessary to do the work required. Here are 10 reasons why you need an outsourced call centre inbound service for you or your business:
1. You Save Money
As mentioned above,[link widoczny dla zalogowanych], by employing call agents you incur many costs with recruitment selection,[link widoczny dla zalogowanych], advertising, wages,[link widoczny dla zalogowanych],[link widoczny dla zalogowanych], bonuses and time off sick. With dedicated call centre inbound service agents who are specialised and work from home you only pay the company a set rate or outsource specific calls saving you lots of time and money and you leave the management process of your staff to them.
2. You Do Not Have The Customer Service Expertise
You may have a thriving business or service but you are not advanced or equipped with the demands of customer service and may not have the time to develop it. By outsourcing your call centre inbound service your call volume and technical worries are dealt with, taking the pressure from you.
3. You want to understand the Call Centre Process
In addition to above, you may want to understand and learn about how to develop your call centre needs and therefore by partnering with companies that specialize in this area you get to learn faster about to build and run successful capital.
4. Your Call Volume Varies
As with any company there are times when call volume is high due to sales promotions and specific times of the year,[link widoczny dla zalogowanych],[link widoczny dla zalogowanych], Christmas being a good example of sudden spikes in sales. With a dedicated call centre inbound service you are ensuring that these busy times are well looked after and the service is running smoothly. On the flip side of the coin when things are quieter you again can save money by not paying a salary to someone all year round but only paying for the specific calls answered in the quieter periods.
5. You Experience Exponential Growth
Like with peaks in call volume there could be a product you are selling that goes off the rails with popularity and if you don't have the people ready to handle this,[link widoczny dla zalogowanych], you are going to be losing a lot of sales. The same could work if you are in a small business or self employed technician, if for some reason your popularity grows through an article of newspaper report, you need to be ready to take on all the new clients who are interested in you. By looking for employees you are taking on a long process before finding someone suitable and by then you may have lost potential customers.
6. You Want To Test New Software
If you already have an in house call centre and want to try out new software on your phone systems before paying out the full price and losing money when something goes wrong or your employees just can't work with it,[link widoczny dla zalogowanych], an outsourced call centre inbound service can allow you test these programs and software before you decide if they are right for you or your business.
7. Customer Service Is Not a Core Function Of Your Business Model
If you own a small business or you are an self employed technician of some kind and you answer most of your calls due to low volume then working with an outsourced call service could be ideal for you to take on call overflow. Maybe you are out in a meeting all day or your part time receptionist is off sick or on holiday. Rather than paying over inflated agency rates to get a stand in you can outsource your calls and be charged per call which can be low as 75p a call. Due to the integrated technology that outsourced call centres have you would only need to type in *and a pin code and your calls would go through to dedicated professionals so that you are not losing out on any potential business.
8. You Need Lots Of Different Types Of Calls Handled
To the other extreme where you have lots of different areas to your business you may have several types of calls that need answering. With the simple integrated technology that call centre inbound services offer you can have software installed along with your call service that sorts out the selection for you and sends the customer through to the relevant call centre agent.
9. You Have Lots Of Complaints Due To A Recent Problem
No business or service gets it right every time. There may be an occasion where something has gone wrong and you are getting lots of angry complaints coming through. If you have in house staff or not, you need professional call agents who can handle the problem in a calm and solution orientated manner which resolves the situation and does not effect your business. Outsourced call centre agents are specifically trained in the area of complaints and will smooth over the situation as well handling the call volume giving you piece of mind to amend the problem and move forward.
10. You Work From Home and Need a Dedicated Virtual Receptionist
Many call centre inbound services offer self employed people a dedicated Virtual Receptionist to help with their work flow. If you have just started a business or are working in your business and it's getting to the stage where you have no time to do anything yourself because you are doing everything, why not outsource your calls and general reception duties to a professional home worker who will work for you specifically ensuring all your needs are met and freeing up some of your time.
If you agree with more than 3 of these 10 reasons then it is very likely that you need an inbound call center.