5 Reasons That Your Business Needs A Call Center
1. Call Centers build customer confidence and customer loyalty.
When customers shop online, they often want to make sure they’re making a purchase from a company that they can reach if a product doesn’t arrive, there’s a problem, or they have any questions. Some customers prefer to call to place an order and have concerns about making online purchases. A recent survey showed 49% of people are reluctant to make online purchases. (Source)They don’t want to have to write a long email or wait for a reply if they have a question or an issue. Simply having a phone number for them to call increases the confidence of hundreds or thousands ofpotential buyers even if only a small fraction of them ever call. If they do call, they want to get a live person, not a voicemail box. A call center provides confidence to buyers to make a purchase. Having a good experience speaking with an agent makes them more likely to make subsequent purchases and recommend your business to others.
2. Call Centers increase sales and avoid lost opportunities.
When companies handle their own calls and use voicemail as a backup, they might be only getting a fraction of their potential sales calls. Several tests have shown that over 90% of customers will not leave a voicemail when considering a purchase. A call center can queue calls and provide very short wait times to ensure that your sales leads aren’t lost. It also provides a place for potential business partners and business development opportunities to call and get their information into the right hands. Even if a company has one or several people handling calls in their offices, a call can provide overflow support. Once all of your staff members are on calls, any additional calls can forward to a call center, lowering wait times.
3. Call Centers provide a competitive advantage.
If your competition has a phone number customers can call, and you don’t, many customers will go to the competition instead. If your competitors have certain office hours, and you provide 24/7 call center coverage, it will make your company a more attractive option. Not all customers can call during business hours, or don’t want to call during business hours. It tells customers that your company will be there for them when they want to speak with someone.
4. Call Centers provide a professional image.
Having customers call and hear a custom greeting telling them an agent will be with them shortly, and entering a queue, makes your company seem like it’s doing business with numerous customers and that it’s an established professional business. Even if your company is a small startup just beginning to build a customer base, having a professional customer experience is important for the growth of any company.
5. Call Centers save your business money.
With shared support, you only pay for the time you use. Hiring someone means you’re paying them whether calls are coming in or not. In order to avoid long wait times as your call volume grows and during call spikes, you’ll often need to hire additional people who also will need to be paid whether they’re on calls or not. On top of their actual hourly costs there are additional costs for management time, a phone system, phone lines, and if they’re located in your offices they can take up valuable and costly office space. Many businesses utilize 24/7 call centers at a fraction of the cost of hiring just one person to answer their phones.