Benefits of an External Call Center
If you want to deliver excellent customer service for your business, it’s important that your customers or future customers can get in contact with you anywhere and anyhow. But that is often a difficult task for businesses. If you really want to excel in customer service, having a live representative available to speak to your customers any time of the day or night is ideal.
Creating a call center to achieve this can be expensive and is probably why most businesses don’t have one unless they absolutely need one. However, now that many companies have started working remotely, these services have grown to become more essential in keeping up with high quality customer service.
Accelerate your Customer Service with a Call Center
Call Center Services
These days, call centers are not just for handling incoming phone calls. Call centers can handle a variety of communication tasks such as:
Outbound
Sales Calls
Customer Care
Tech Support
Emails
Online or in-app chat
SMS texting
Benefits of an External Call Center
Remote Positions
Virtual offices are becoming more common in the business world these days. Call Centers are no different. Quite often when people think of a call center, they think of a large building that has one large room in it filled with cubicles. While this is a very common set up for a call center, it does not have to be set up this way. Calls do not even need to be handled in the same state or even country! This allows for companies to provide 24-hour customer service even during closed business hours. Major companies like Disney and U-hual have been using virtual call centers for a while.
Drive Down Call Wait Times
If your business is expecting to get a lot of phone calls, a call center could be beneficial to help drive down your call wait times which can be frustrating to your customers. Maybe there is a certain time of year, such as the holiday’s that you expect an influx of phone calls. It may be beneficial to use an external call center for a few months to keep up with your quality of customer service and to ultimately keep your customers happy!
Reduce Costs
An external call center can save businesses a lot of money when it comes to leasing a building for staffing. There is no need for one if you have a virtual call center and your staff is working from home or if you use an external call center. Most call center reps only need a phone, headset and computer to perform their job efficiently.
Some businesses can also save on staff by using Artificial Intelligence and having a chatbot to help route the call in the right direction. These chatbots are able to gather information from the caller to find out why they are calling without having to actually speak to a human. Chatbots can help with scheduling appointments, checking on a customer’s account or changing a password.
Simple tasks that can be covered by a chatbot can reduce a businesses staffing needs significantly. Just remember that sometimes people would prefer to speak to an actual person so be sure to have that available for better customer service.
Improve Customer Experience
When you have a designated group of people answering common questions that your customers have,
they often become support experts. They can be knowledgeable about your product or company systems from the inside out which allows them to give the caller the answers they are looking for quickly and efficiently.
Having bilingual customer service representatives can also help improve your company’s customer experience. This allows for a more personable approach for your customers and can also help provide service to people around the world if your company requires it.
Providing a good customer experience can sometimes make or break a business, so the more valuable your call center can be the more business you will hopefully bring in!
Pay Per Use
If your company uses an external company to handle your call center overflow you can often save money on hiring full-time staff. Many companies that have outsourcing resources to help with overflow of calls have different forms of pay plans. One of the most cost-efficient payment plans is Pay Per Use. This allows for businesses to only pay for calls that meet the agreed requirements between the business and
the external company.
Imagenet is passionate about developing services that fit any budget. Our per call pricing structure allows you to pay for what you use; and not worry about what you don’t.
To learn more about Imagenet’s call center capabilities, visit our website at imagenetglobal.com
