When it comes to marketing your business, the best thing to do is to start with the way you approach customer care and service. You might have the flashiest adverts and marketing campaigns, but the fact is, if your customer care is lacking, you’re going to be turning a lot of people away. This starts […]
When it comes to marketing your business, the best thing to do is to start with the way you approach customer care and service. You might have the flashiest adverts and marketing campaigns, but the fact is, if your customer care is lacking, you’re going to be turning a lot of people away. This starts as early as the first calls people make into your call centre.
On that first phone call with a new customer or client, you are going to need to show them that you care. You want your caller to know that you will be careful to answer their query within the timescales they demand. However, if you’re in the process of growing your business, it’s not always easy to make sure that you are able to answer all the calls you possibly can.
What if you’re struggling to answer all the calls expected of you? Should you make a point of upgrading your incoming call network? What about making sure you have more than enough staff to handle an increasing number of calls?
There are cheaper and easier ways to make sure you’re answering calls professionally, and to ensure that every query gets answered without fail. One of the easiest ways, of course, is to set up professional call answering.
How Can Professional Call Answering Help You?
Consider your plans for growing your business. If you’re a small operation, then you will obviously have designs on growing in the next few years. However, this is going to mean making a few key changes to the way that your service operates. What if you’re missing out on 50% of the calls that come into your business? This means that you could be missing out on double the revenue or double the leads. You never know who’s going to call next, not what they might need from you.
Therefore, it makes sense to have some form of professional overflow system in place to help support your ongoing call volume increase. Having an array of staff available to support you is great, but they’re not going to be able to support you 24/7.
If you know that you have periods where your calls are likely to spike, it makes sense to reach out to a professional call answering service. Staff running an outsourced centre will be happy to make sure your business is represented with a friendly, professional approach. Instead of missing out on important calls and risking losing business, you can have a second team ready and waiting to handle calls for you whenever you need them to. Simple!
What Will Customers Think?
If anything, your customers, and clients are going to respond positively to a professional call answering service. Rather than having to leave a message via voicemail or answering service, they will be able to speak to a human being who can add context to their query. Not only that, but installing a call answering service will show that you genuinely ‘mean’ business!
First impressions mean everything. Even if you have a caller get in touch for a simple query, they are going to be more impressed with a professional call handler than a huge call queue or voicemail box. There is a risk using voicemail or no kind of message retention where people may choose to go elsewhere. People call services such as yours to get quick answers to questions – and if they have to call multiple times just to connect to you, they are definitely going to have to look elsewhere.
Therefore, setting up an overflow or delegating common calls and queries to an outsourced team is only going to boost your image in the eyes of the public.
Make sure you give your callers and customers an outlet for all their concerns. If you can’t handle their calls on your own, or within your existing team, make sure there is someone who can help them or take a message off-site.
Will It Save You Money?
Yes! There is a misconception that outsourcing any kind of control away from your business is going to be costly in the long run. This simply isn’t true! In fact, by setting up call handling with an outsourced team, you’ll be able to save money from the get-go. Think about all the calls you are likely to miss out on if you simply don’t have the resources to process them all. You could be missing out on a few big leads and contracts without even knowing it. Is it realty worth taking that risk? Probably not!
Make sure to consider the long term costs of running a call centre, too. By setting up a larger team and upgraded hardware to handle more calls and enquiries, you are going to risk spending more money in the long run. When you set up professional call handling with an external team, you will be able to hit the ground running with flat charges and rates for as much time and guidance as you require.
Therefore, the idea that outsourcing is going to be a needless expense at all is a huge misconception. Even if you only need to save a little time or ask for help with a few additional calls here and there, it makes sense to still siphon off as much demand as you can. This way, you can capitalise on new leads, and you’ll also be able to concentrate on actively running your business, too.
Make sure to save yourself some money by actively investing now. Setting up an outsourced call centre team means you won’t have to worry about missing out on big leads which would otherwise slip through the net.
Want to know more about professional call answering services? Be sure to take a look at Call Center’s extensive packages and rates available now. Start answering more calls and start showing your customers that you are ready to support them around the clock. Now is the time to invest in your business!