5 Reasons Why Your Company Requires A Call Center
1. Call centres increase client trust and loyalty.
Customers generally want to be sure they’re buying from a company they can contact if a product doesn’t arrive, there’s a problem, or they have any issues when they shop online. Some clients prefer to place orders over the phone because they are concerned about making transactions online.
According to a recent survey, 49% of individuals are hesitant to make online transactions. (Source) If they have a question or an issue, they don’t want to have to send a long email or wait for a response. Even if only a small percentage of those who call call, having a phone number enhances the confidence of hundreds or thousands of potential buyers.
They want to speak with an actual person, not a voicemail box, if they do call. A call centre gives buyers the assurance they need to make a purchase. When a customer has a positive experience with an agent, they are more likely to make additional purchases and promote your company to others.
2. Call centres enhance sales and help businesses avoid missing out on chances.
Companies that handle their own calls and rely on voicemail as a backup may only receive a small percentage of their prospective sales calls. Several studies have shown that when considering a purchase, over 90% of customers will not leave a message. To ensure that your sales leads are not lost, a call centre may queue calls and provide very quick wait times.
It also gives possible business partners and company development possibilities a phone number to call and get their information into the hands of the proper people. A call centre can provide overflow help even if a company has one or more staff taking calls in their offices. Any extra calls can be forwarded to a call centre once all of your employees are on call, reducing wait times.
3. Call centres give you a leg up on the competition.
If your competitors have a phone number that customers can call and you don’t, many customers will go to them. If your competitors have set office hours and you offer 24-hour call centre service, your organisation will be a more appealing option.
Some clients are unable to phone during business hours, while others prefer not to call during business hours. It assures clients that if they need to speak with someone, your organisation will be there for them.
4. Call centres project an appearance of professionalism.
Clients calling and hearing a bespoke greeting assuring them an agent will be with them shortly, as well as entering a line, gives the impression that your organisation is doing business with a large number of customers and is a well-established professional firm. Even if your firm is a small startup just getting started with customers, providing a professional customer experience is critical for any company’s growth.
5. Call centres help your company save money.
You just pay for the time you utilise with shared assistance. When you hire someone, you agree to pay them regardless of whether or not calls come in. To avoid long wait times when your call volume grows and during call spikes, you’ll frequently need to recruit extra personnel who must be paid whether or not they are on the phone.
There are added expenditures for management time, a phone system, and phone lines, and if they are placed in your offices, they can take up important and expensive office space. Many firms use 24/7 call centres to answer their phones for a fraction of the cost of hiring just one employee.
