Phone calls remain one of the top sources of contact for local businesses, with 60% of consumers opting to call a local business on the phone after finding them online.
Consumers call a business for several reasons. They may be having trouble with your website, they may have a complaint, or they may be interested in what you have to offer. Calls play a major role in influencing a potential buyer’s purchasing decisions, which is why you need to make sure that you can answer every call and not miss out on business opportunities. However, starting a dedicated call centre for your business can be challenging and costly. You need to look for additional staff or train your current employees. You also need to purchase additional equipment.
So, what’s the best way to equip your business for growth without compromising the quality of your customer service levels?
Ways an Outsourced Call Centre Can Help Your Business
- The good news is you can do something to optimize how you handle different call volumes. Here are some ways for you to answer as many calls without compromising quality and service levels:
· Letting You Focus on Your Customers
An outsourced call centre helps your business become more customer-centric. This lets you zero in on your customers’ needs, so you can deliver quality customer service.
Professional call centre customer service representatives (CSRs) have specialized skills that enable them to deliver excellent service quality that keep your customers happy. Additionally, they can provide 24/7 customer support, making your business more accessible not only to local or national clients but also to international customers.
Outsourced call centres offer flexibility. They can grow with you and adjust their service levels to fit your new set of business goals and needs.
· Easily Adjusting to Changing Needs
You may experience fluctuating business volumes. During peak seasons, you may receive a surge of calls and would need to add more manpower to accommodate all your customers. An outsourced call centre is equipped to handle varying business volumes without sacrificing customer service quality.
You also get access to a big pool of professional CSRs who can handle calls better. This improves both your answering and handle time, thus reducing wait times and boosting the efficiency of your customer engagement efforts.
· Easily Adjusting to Changing Needs
One of the best things about working with an outsourced call centre is you can monitor the agents’ performance, check the quality of calls, and use this data to identify areas of improvement.
Finding the Right Call Centre for Your Needs
Call centres offer different solutions for inbound marketing, such as tech support, booking or appointment management, customer account management or maintenance, order and payment processing, telemarketing campaigns, and lead generation.
However, finding the best call centre for your business needs can be tricky. You need to consider the scale of your business. If you’re a large enterprise, you may need to work with a large call answering service.
You also have to look into the technology they have. Can they handle emergencies like power outages or bad weather? Can they offer omnichannel communications options, such as SMS and email?
You also have to check whether they align with your company culture to see if they’re a good match for your business.
Manage Your Inbound Marketing with On Call Centre
Emergency call services should be tailored to fit your unique business needs. Aside from giving you access to a pool of professional CSRs, they should be knowledgeable about your industry and offer customized communication scripts. Most importantly, they should be scalable and be capable of adapting to your changing needs.
On Call Centre is a fully bilingual and always live call answering service that can provide you with professional emergency call services 24/7, all year round. Find out more about how we can help your business be better equipped to handle emergencies.
At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.