With modern communication methods such as automated emails, online FAQs, contact forms, and much more some may say that call centres are less effective.
The truth is that if one of your potential or existing customers are unable to get in touch with a human being to answer their questions or concerns you run the risk of losing them. Without some personal connection, brand loyalty only goes so far.
1. The human connection is important
Now that many consumers shop online people have developed an inbuilt ability to vet a website or service. Even the slightest thing could put someone off from entering their credit card details into your website and becoming a customer. For this reason, many like to know that if they have a problem or a concern with the service or product that is provided to them, that they are able to speak with someone directly. The time it would take to compose an email and wait for a reply can lead someone to explore other options and taking their money elsewhere.
2. You won’t miss out on sales
Customers that are ready to buy a product, probably won’t leave a voicemail. The one call that they make to ask a question before they are ready to buy will probably be their only one. This is your only chance to engage with them and make sure that all of their questions are answered, or that they remain a satisfied long-term customer.
Also, if the call is a business to business opportunity, the last thing that you want it for this to go to voicemail. By having an inbound call processed and connected to the right people you will ensure that your business does not miss out on the chance to grow.
3. You will stay ahead of the competition
If you look at some of your competitors and they have a phone number that they can be reached on and you don’t this could be a problem. Many customers will go to the competition instead of you as they are provided with a much better customer experience. Also, if you are only reachable during office hours, and your competition has 24-hour customer helpline information, you could lose out a lot of business.
4. Call centers are professional
There are no two ways about it. Having a call centre staffed by customer service experts will make your business look and feel professional to customers and business partners. Knowing that they can call a number and hear a professional recording with connection options before speaking to the right department and having their query dealt with is a real game changer.
5. They are a cost-effective option
By having a call centre handle all of your inbound calls you will not need to hire any additional staff and pay all of the costs that are associated with that. Also, you will not need to worry about the additional time and effort that it takes to manage a growing workforce, the phone lines, and related equipment as this will all be taken care of.
6. They’re scalable
If you attempt to handle your call volume in-house, you may find that you need to grow a lot faster than you are able to in order to deal with the sheer number of calls that you have coming in. This is a good problem to have, but if your wait times increase too much, then your customers will not have the best experience. Call centres are able to grow with your business at a cost that you can afford, this makes them a great option for any business.
