Can you imagine a barbershop without scissors or a large
What comes to your mind when you hear the words call center?
Telecalling agents solving issues of customers or annoying persistent calls?
People have various associations with call centers, but in reality, it’s the most important part of every business. Many businesses use call centers to connect with prospects and provide customer support.
Most remember calling a business to get a particular query solved. Only for it to ring and go unanswered for several minutes before the frustration hits.
But now, things have changed with the help of different options like IVR and virtual numbers.
Let’s now explore the importance and benefits of call centers in greater detail.
What is a Call Center?
Typically, a call center refers to a service where customer service representatives handle inbound and outbound calls.
It is called a “call center” as more traditional models use phone support as the main method of contact with customers.
It is largely considered to be the heart of customer service for various businesses.
Factometer – Call center agents have one of the most stressful jobs of this time.
Importance of Call Center Customer Service
Call centers for customer service are as important as selling products to new or existing customers.
Call center customer service acts as the frontline for your business. It plays a vital role in delivering a great customer care experience.
In the last two decades, call centers have evolved to a point where they’re virtually unrecognizable.
The best part is that now customers do not need to wait in line for a long time. In fact, they can just send an email and get a reply within a certain period of time.
With the advancement of technology, a call center is available 24/7. Your customers can email or text you anytime. As such, there is no need for nine to five jobs.
The customer care center facilitates your services anytime your customers need assistance through various workflow automation.
Now the common question exists – Why call center is required?
In many cases, a call center is the first potential contact with customers. When customers may want to buy the product online, they might not be interacting with you.
Perhaps all they can do is visit the website and make the purchase. All this is done without even talking to a customer care representative.
But, what about when the customer has some queries about the product? Or if they want to speak to a customer service representative?
This is where a call center can be of great assistance.
A call center connects the customer care executive with a customer anytime the customer wants anywhere around the world.
Since call centers are the first contact of your business with customers, call center agents must be well skilled. Moreover, they should fulfill all customer care executive skills that are needed for a job.
Also Read: A Complete guide on call center for SMBs
Importance Of Call Center For Inside Sales Agents And Remote Work
A call center is your main source of customer interaction. When a company has a team of active inside sales agents, it provides great value of conversation over calls.
An inside sales agent can help boost the sales of your company. They do this by being in the loop with customers and following up with potential buyers.
Customer interaction through a call center helps in finding what exactly a customer needs. Furthermore, this gives an opportunity for boosting sales.
In terms of remote work, the onset of the pandemic has seen a surge in online customer activity. A call center that has 24/7 service allows your business to get in contact with customers from anywhere at any time.
There might be challenges that call center agents have to deal with. However, with the right remote work strategies and technologies, these can be overcome easily.
Also Read – How to overcome call center problems
Benefits of a Call Center for Your Business
A call center is still considered the best way for customers to get in touch with businesses. Moreover, regarding customer care experience, call centers play a vital role in sustaining the growth of your business.
Here are few reasons why your business needs a call center:
1. Builds Customer Confidence and Customer Loyalty
As per research, many people are reluctant to make online purchases. This is because they don’t get good customer care service post-purchase. Here is where a call center can be a great asset.
When making an online purchase, people need proper post customer care service in case of any issues. So, simply having a phone number for your business helps in increasing customer confidence.
In this way, a call center provides confidence to buyers while making online purchases.
2. Increases Sales and Prevent Lost Opportunities
A company handling all calls with voicemail as a backup helps in increasing the fraction of sales volume.
A call center enables this by queuing the calls and ensuring that there’s a short waiting time. Furthermore, this helps in controlling the sales leads and preventing the leads from being lost.
Additionally, it also allows potential customers to call your company anytime and get relevant information whenever they want.
3. Provides Competitive Advantage
A call center gives you the ultimate leverage over your competitors. Don’t hesitate to get a call center with 24/7 coverage. This constant coverage allows you to be a more viable option than your immediate competition.
Not all customers call during business hours. As such, with the option of 24/7 coverage, you can attract more potential buyers.
4. Offers a Professional Image
When your company has a customer care center, customers call and hear a professional greeting message through IVR. This can leave a great impact on many potential buyers.
It shows the company is dealing with many customers and has established a great rapport in the market.
If your company is a start-up then having a customer care call center can help in building a great customer base. Thus, establishing a call center plays an important role in the growth of your company.
5. Saves a Lot of Money
Which business doesn’t want to cut down on cost and resources? When there is shared support in a call center, the company pays only for the time they use.
You might not even require the amount of telecalling agents that you thought. Many companies that have a 24/7 call center utilize its best at the cost of hiring people to attend or solve queries.
How to get started with your call center strategy with NeoDove?
Although many customer service options are available, call centers remain a timeless way of connecting with your customers. The immediacy and personalization of a phone call can’t be replaced.
Start utilizing the best telecalling CRM to boost your telecallers’ performance and support your business’s brand value and bottom line.
Get started on your call center strategy with NeoDove.