When’s the right time to start thinking about using a contact center? What are the warning signs in your business?
“Call and contact centres are an integral part of an organisations value chain delivering its services and products. Therefore, the performance measures of call centres need to reflect the strategic direction of the entire organisation” (Marr, Nelly)
Contact centers were created to take a workload off of a company. When companies get overbooked, an inexpensive, but a highly-trained contact center is incredibly useful.
There are three signs your company needs help from a contact center:
Your workload is overwhelming.
Whether your business is under-staffed or just overworked, sometimes you have too much on your plate. Research has proven that contact centers are an efficient tool because they can simplify your workload.
In fact, researcher Angela Smith wrote in a thesis for UNLV, “Outsourcing can be highly efficient and profitable.”
When your workload is overwhelming, it’s time to hire a call center.
Your staff isn’t trained for calling.
This may seem silly at first. Who hasn’t made a phone call before? There’s a big difference between selling on the phone and selling in person. Contact centers are made up of agents who specialize in this practice. However, there is an advantage to only focusing on one task at work: On-the-phone communication.
Thomas and Bo Neilsen both wrote in a thesis, “Call and contact centers have in recent years become the main means of communication between customers and companies, and between citizens and public institutions.”
If you think your staff is unprepared for calling your customers, don’t hesitate: use a contact center.
Your customers need more support.
As great as your staff may be, they can’t always be there for a customer; a contact center can.
Researcher Ahmet Azkhan says, “Call and contact centers represent companies with 24/7 service.”
This kind of service is valuable for a company, especially one that may be struggling. If you feel your customers need more support than they’re getting, consider using a contact center.
Not sure what how a contact center can work for your company? Fill out the form in the sidebar and we’ll help you find out.
References
Smith, Angela. “The Pros and Cons of Outsourcing.” UNLV Theses, Dissertations, Professional Papers, and Capstones (2012): 2. JURN. Web. 21 Nov. 2016.
Marr, Bernard, and Andy Nelly. “Managing and Measuring for Value: The Case of Call Centre Performance.” The Fujitsu Case Study (2004): 3. JURN. Web. 2 Dec. 2016.
Neilsen, Thomas B., and Bo F. Neilsen. “Call Center Capacity Plans.” Technical University of Denmark Informatics and Mathematical Modelling (2010): 5. JURN. Web. 2 Dec. 2016.
