Apart from inbound calls, there are various modern forms of communication between a business and customers that a modern day call center handles on behalf of its customers.
Email, live chat, IVR systems are some of the ways a customer can reach a business in case of queries and concerns. While these are popular methods, they aren’t instantaneous.
An email takes time to get answered, live chat may not be available outside office hours. These inconveniences lead to dissatisfied customers, missed sales, and service cancelations.
Besides, human beings are social beings. Few things are as gratifying as talking directly to another human. That’s why the telephone remains the most preferred mode of communication, because it provides instant gratification. There’s no waiting.
When a customer calls a business, they immediately get their queries resolved. And what is the best way to make sure that you never miss a call? By having a call center.
Call centers can be of two types: you can either have a call center of your own, or outsource the job to a third party (hopefully that third part is not Napoleon Dynamite or Harry Solomon from 3rd Rock from the Sun!). Either way, a call center is vital to your business because of the following seven reasons.
When a customer calls a business, they want the call to be answered immediately and their queries resolved. With a call center, your customers will always have a professional representative answer their calls and provide the appropriate solution, regardless of the time or day. When a business has a dedicated call center to handle customer service, their brand image gets a boost.
2. Round-the-clock service
When you have a call center, you don’t have to worry about missed calls outside office hours. Whether you are traveling or too busy to answer calls, your call center will take care of it. Your customers can have their queries resolved in the early hours of the morning or even at midnight. This round-the-clock availability makes your business highly impressive to your customer base.
Not everyone works a normal 8-5 schedule.
3. Large call volume
If yours is a big organization that needs to handle large volumes of calls every day, there’s no way you can do without a call center. Only a call center is capable of handling large volumes of calls. Your receptionist is hardly enough when the call volume is huge.
4. Increased sales
When your customers are able to get in touch with your company whenever they want to, they think of you as easily accessible, and it leads to the development of trust. When your customers trust you, the sales get a boost.
5. Cost savings
Without a call center you will have to rely on a receptionist to answer calls. For handling a large call volume, one receptionist will not be enough. The more people you hire, the more money you have to spend. A call center is a more cost effective option.
When you have a call center to handle your calls, your staff can focus on more important tasks without wasting time dealing with hundreds of calls and customer queries. This leads to better time management and more efficiency.
7. International calls
A call center is able to handle calls from different time zones. That’s the reason why call centers are best for handling international calls.
A call center is more vital to a business than most people imagine. By having a dedicated call center for customer service, a business can boost its reputation, customer base, and profitability.