Summer is almost over and the busy season is right around the corner. If you’re considering using a call center in your business in 2017, now’s the time to start considering your options.
There are lots of reasons to use a call center, but let’s consider this scenario: Your company is growing and the demand of dealing with customers is starting to wear on you and your staff. How can you relieve the pressure to focus on what’s important: running your business? It’s time to look at call centers. Let’s go through four of the questions that might be swirling around your head:
1 – What will a call center do for my business?
Call centers take care of the things that are costing your business its most precious resource: time. Picture this: you sell widgets, and the widget business is good. So good, in fact, that the phone is ringing off the hook with orders for more widgets. If only someone could take care of processing orders! You could make a lot more widgets. Call centers do that! Anything that’s taking you away from doing your core business is a perfect job for a call center.
2 – How many people (agents) do I need?
Every business is different so this answer varies. Things to consider: call duration and call frequency.
- Duration: If customer interactions only take a couple of minutes, you can do more with fewer agents. Are your interactions a little more complicated? You may need more agents to make sure your customers are covered.
- Frequency: How many customers are calling in per hour? Per day? The more calls you take the more agents you need.
3 – What things should a call center do for my business?
Most call centers help interact with customers – that can mean answering questions, taking orders, issuing refunds, etc. They can also help sell products or services. The best call centers can handle just about anything. Back-of-house services are the processes necessary to your company but systemized enough that someone else can do them. Good examples are processing insurance claims and building simple websites.
4 – What size does my company need to be to have a call center?
Any! The benefits of call centers scale well from small startups to large corporations. As your business grows (or, heaven forbid, shrinks) the call centers can change with the demand.
More questions?
Choosing the right call center for you isn’t simple. It’s important to partner with a company you feel comfortable with. We’d love to field any other questions you have about partnering with a call center. Give us a call at 1-800-530-4897 or send me an email to get the conversation started.
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