Customer service is one of every company’s primary concerns, but it is also time-consuming and, often, difficult to manage in-house. The key solution to this dilemma is to contract with an inbound call centre service to handle the most basic of customer inquiries and issues. Here are four ways your company can benefit from outsourcing its customer support.
1. Superior Customer Service Capability
No one likes phone trees. They are very impersonal and it can take forever to find the right option to match your inquiry. Companies are learning that this kind of impersonal approach is not a recipe for success in today’s market and are leaning more and more toward live, immediate support solutions. Virtual receptionists, in particular, can help route calls with a level of speed and efficiency that most automated systems lack.
2. Improved Onsite Workflow
Companies that switch to a live answering service find the change to be advantageous in areas of both customer support and workflow management. Not all customer issues need to be handled in-house. In fact, freeing up time in the local workplace can help expedite the processes that have the greatest impact on the customer experience.
3. Reduced Need For Onsite Management
If your company already has a manager heading every department, you know already how difficult it can be delegating managers’ time to specific tasks. When you opt to contract with a call answering service, most or all of the managerial tasks are performed offsite via call center. This gives your existing management team more breathing room and, in many cases, eliminates the need for an onsite customer service manager.
4. Reduced Wait Times
Nothing negates the notion that “your call is important to us” like hearing a recorded voice repeat that phrase fifty times while you wait endlessly on hold. This is especially true if the customer has a simple question or problem that could otherwise be addressed and resolved quickly. If your staff is spending an inordinate amount of time fielding calls, both your productivity and your customers’ confidence are most likely suffering.
Live call answering services provide an immediate solution, even if you only utilize them as a first contact to ensure the phone is answered quickly. The simple act of presenting the customer with a live, empathetic voice can derail some of the nastiest customer service issues before they have a chance to escalate.
Call center services can be among the most beneficial and cost-effective solutions for your business. Outsourcing part or all of your customer care services can help position you as a company that values its customers. It shows that you are committed to providing a superior level of service, and that each call truly is important to you. The Extend Communications website can provide you with additional resources.