BY Guest Writer
BY CHIOMA IWUNZE-IBIAM
Managing a business requires a lot of hard work, grit and acumen. This means that you need a creative team of workers to help you achieve your business goals. You need marketing strategists, sales representatives, customer service agents and so on. I’d like to focus on the benefits of customer service call centers in businesses because they are often underrated.
We live in a high-tech fast-paced world where customers are accustomed to getting everything they want with the click of a button. When they have inquiries, they want to get answers immediately. When they have concerns about a product or service, they want to speak to a call center agent. And customers don’t like to be ignored. So what are businesses doing differently to cope with the growing demands of customers?
Smart business owners are keeping up with the trends by starting their own call centers, and integrating AI chatbots or self-service virtual assistants on their websites. These entrepreneurs understand that the customer is king, and that unhappy customers don’t last long. There are alternatives out there and customers don’t have any qualms about trying out new brands.
If you own a (small, medium or big) business, you must prioritize customer care support, because that’s a surefire way to increase sales, profit margins and customer success. If you aren’t yet convinced, keep reading. Outlined and enumerated below, are the top five reasons why you need to a well-equipped call center for your small, medium or large-scale business.
Boosts Productivity And Efficiency
Most successful entrepreneurs have discovered the sweet spot between providing excellent customer care support and offering great products and services. This explains why many top businesses invest in modern call center tools and customer care training. Often small business owners attend these training seminars so that they can learn to communicate clearly and professionally with customers.
Managing and supporting customers is easier when there is a decently equipped call center. Call center agents are more efficient and productive when they re being assisted by high-tech and AI-powered call center tools. Equipped with correctly deployed tools, customer service representatives are able to find policy-compliant information, the right experts’ contact details and answers to frequently asked questions. This means fewer call transfers and shorter call holds. The result is often in enhanced customer satisfaction and increased sales.
If you don’t want to deal with an additional workforce, you might also want to consider outsourcing your call center services to a reliable call center service provider.
Helps Customer Trust Your Business Enough To Be Loyal To Your Brand.
Customers prefer to patronize brands that they can trust, especially when they’re making a purchase online. With so many fraudulent sites out there, customers don’t want to risk spending their money in sn eCommerce store that doesn’t have any virtual attendants or call center agents. If something goes wrong, who can they call? Who can they complain to?
According to a current survey, forty-nine percent of the global population say they avoid online transactions. And you can’t blame them. Nobody wants to spend their productive hours feeling frustrated about because they haven’t received their purchase or they can’t figure out how it works. Always make sure that customers can speak to you or an assistant. It’s easier to trust a business that cares and listens to their needs and concerns. An AI-powered self-service system is always better than a voicemail machine. However, a self-service feature should be one of many options. Ensure that customers can reach out to a live call center agents. Sometimes people want human understanding and not the cold, hard voice of artificial intelligence.
Small business owners can take a cue or two from financial institutions. Their call center agents are always available to field questions, address complaints and promote sales and investments. This explains why customers are often loyal to their chosen banks.
If you want to earn the customer’s trust and loyalty, do what the successful banks are already doing. Start your own call center and provide excellent customer service. Your customers will be so happy that they’ll become brand ambassadors and recommend you to other people.
An Easy Way To Boost Sales And Prevent Customer churn
There are many ways through which customer service call centers increase sales. But the most obvious one is through effective communication.
Often customers call in with complains and inquiries. Often they want to make a purchase or an investment, but can’t quite make up their minds. Good call center agents listen effectively with the aim of understanding the customer’s needs. Then they suggest solutions to the client. Sometimes, they can convince the client to make a purchase or an investment. Research studies have shown that call center calls help to drive sales. It’s more effective than emails and voice messages. With the right tools, you should be able to queue calls and have customers wait to speak to an agent. It’s a very professional and effective way to boost sales.
Puts You Ahead Of Your Competitors.
In a recent survey, 70% of customers said they’d prefer to patronize a brand that had an available customer care line, to one that didn’t. This means that businesses are likely to record more sales if they have a couple of numbers that customers can call at any time of the day.
Most entrepreneurs strive to achieve work-life balance. If you’re such a business owner, you definitely don’t want to be fielding customers’ questions during sleep time or family-bonding time. And that’s why they hire and train professional customer service agents to work at various times of the day. You can achieve this with a small budget. You don’t have to set up a physical office for your call center agents. The days, most call center agents work remotely. To boost productivity and get value for your money, you can use Time management apps and employee monitoring tools (like Time Doctor, Hubstaff and Rescue Time) to keep them focused and efficient.
It’s easy to gain an advantage over your competition. Provide round-the-clock call center service for your esteemed clients.
Gives Your Business An Air Of Professionalism.
Every customer wants to identify with the trusted, professional brands. No matter how small your business is, ensure that the customer perceives it as professional and serious.
One easy way to do this is to have a virtual assistant greet them whenever they call and to transfer their call to a professional, well-trained agent. Your company is likely to boom if you give the impression that you take your customers seriously. This is what all experts and professionals do.
Final thoughts.
That said, great customer service isn’t the only business growth hack you can apply. You can grow your business through effective LinkedIn Marketing, through smart Facebook publicity and through awesome Instagram Influencing. But while you’re exploring all these great marketing strategies, it is also important to pay attention to customer care and customer success.
Do not think that a customer service call center is a waste of money and time. It is not. Customers are always willing to stick with businesses that provide excellent customer service and disseminate information about their products and services. You can do this with a small budget. You don’t need to break bank to rent an office and purchase call center tools. It’s easier to set up and manage a cost-effective, 100% remotely run customer service call center. To boost employee productivity, you might need to invest in collaborative tools and time management apps. A few examples of these include Dropbox, Google Apps, Skype, Time Doctor, Trello and so on.
So start your own call center today. It’s the easiest way to increase brand loyalty, sales, customer confidence and business profits, It’s also an effective way to succeed in an internet-driven, competitive business world.
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