When you are in the service industry, your customers are the difference between running a successful and profitable business and one struggling to survive. Consequently, you want to be able to respond to them at all times and as quick as possible. Failure to do so will result in customers turning to a competing company that is more responsive.
While you want to give the impression that you are available around the clocks, in reality there are times where you cannot be reached and this is normal. But you still want to be able to give the opportunity for customers to talk to someone and leave messages so you can get back to them and be able to assist. This is why many businesses are using call centres these days. There are many benefits to using call centres and below are reasons why you should consider it if you are in the service industry.
1. Be available
It is a proven fact that no one wants to leave messages on an answering machine. Instead, people are more inclined to keep calling businesses to assist them until they are able to talk to someone. As a result, you need someone to take calls on your behalf.
Even when you are unavailable, having a call centre agent handle calls for you allows for customers to speak to someone and this goes a long way. An agent can answer the phone, make inquiries about the help that is needed, and let the caller know that someone from your business will get back to them as soon as possible. This builds customer trust and in turn allows you to maintain a solid reputation.
2. Increased sales
Whether you are off-the-clock, on vacation or busy with other jobs, you do not want customers calling and not being able to reach anyone. This will result in potential customers calling your competitors for assistance and you will be missing out on a lot of business.
An outsourced call centre agent is available to take calls 24 hours a day, 7 days a week, ensuring that messages are taken and passed along to you. That way, you can return the calls, make appointments with customers, and reassure them that you are available to help. You will not miss out on any business and will be able to help all customers that call.
3. Save money
It is nice to have an administrative support staff in your office to take telephone calls and messages from customers. However, it does cost you money in the long run paying for salaries and benefits.
A call centre that can handle telephone calls on your behalf is preferred because the agent that handles them is not an employee of yours. Before you hire them, you can specify the times of day when you want them to take your calls. As a result, you only have to pay them for that time and costs are much less than paying for a full-time salaried employee.
4. Focus on your business
Your business is your livelihood. You do not want to miss out on any business, however sometimes you miss telephone calls and subsequent profits when you are completing jobs and customers are trying to reach you.
Call centre agencies can handle telephone calls at any times during the day specified by you. If you are completely booked all day every day, you can let them take all of your calls and you can take messages and return calls when time permits. You can also get them to take calls after hours when you are tired and finished for the day. Either way, you can focus on your business and making profits without interference.
