According to a study by NewVoiceMedia, $41 billion is lost each year by United States brands solely because of poor customer service. About 65% of people surveyed admit that they have cut ties with a company after a bad customer service experience. As a business owner, you don't want to lose customers because you cannot meet their customer service needs. You can avoid this by outsourcing your calls to a call center. So how do you know if outsourcing to a call center like Around The Clock Answering Service is the right choice for your business? Here are some questions to ask yourself to decide if it's beneficial for your company.
Do client calls often go unanswered?
A client's call should never be missed. This includes going through to the answering machine. If this is happening with your business, you should consider outsourcing to a call center. If you partner with a reputable call center, your will never have to worry about your clients calls not being answered in a timely manner. This is vital when it comes to trying to present your company as a professional ecuntity. Not only will the call center ensure no calls are missed, they can relay important calls directly to your staff members which will boost productivity.
Do you want to offer 24-hour support?
Most small companies don't offer phone support 24 hours per day. Some large companies don't even have that availability. If your company were to step up and offer support at any time, it would put you at the head of the game. Your competitors would be left in the dust by frustrated customers who want to receive support from the staff on their own schedule. Using a call center will allow customers in different time zones to call whenever they need without hearing the pesky message about calling back during normal business hours.
Do you want your client to have better customer service?
If you feel like your clients can have a better experience, then it is time to give them one. No one necessarily wants their customers to have poor customer service. The higher your availability is, the happier your customers will be. A call center will have receptionists trained to handle calls for your specific business while you sleep, take vacations, or handle your own business.
Do you lack the funds for receptionists?
Having several full-time receptionists is costly. Not only do you have to pay each of them a proper hourly wage. You need to offer medical benefits, vacation time, sick pay, and more. The cost to hire enough receptionists to make your company run smoothly is high and possibly way out of budget. Even if you can afford it, you would majorly cut costs by not going that route. If you outsource with a call center, the receptionists don't technically work for your company. This means that their individual pay and benefits are not provided by your business.
Do you lack the space for receptionists?
Receptionists need a lot of space. Even with cubicles, you need to have a large enough room for each receptionist to have a comfortable working environment. That isn't an easy feat for a growing business that is trying to expand in other areas as well. When you use a call center, no one comes to you. You don't have to worry about accommodating several other employees in the space you are trying to maintain for the employees who need to be there. All of the call center employees are located off-site which gives you the room and freedom to grow your business with the space you have.
If you have answered "yes" to even one of these five questions, it is time to consider outsourcing to a call center. If you have technical support or take many client calls, receptionists are not for you. Let a call center handle all of the customer issues while you worry about your end of the business.