When you call a business and reach a courteous, polished customer service representative, you generally feel like you’re speaking with a larger company. Despite this association with bigger, more established firms, the reality is that any business can provide this level of service. With a few simple steps, deploying a customer service call center is well within the reach of even the smallest of businesses Titan Call Center.
In this guide, I will show small business owners how easy it is to set up their own customer service call center and benefit from the professional level of service typically reserved for more established organizations. By employing an outside company to handle some of your calls, you can ease your personal customer service responsibilities, run your business better, make your customers happier, and save a lot of money in the process.
First things first: You aren’t running a call center, you’re hiring one
This statement is true for large organizations and start-ups alike. Unless you have the resources and skills necessary to run your own contact center, it’s best to seek out an established company to provide service on your behalf. There are countless companies providing answering services for small businesses, companies that exist solely to provide telephone customer service for other organizations.
There are plenty of reasons why outsourcing the contact center aspect of customer service makes sense:
The necessary equipment is expensive. It may be easy to have one person set up in your office to take calls, but once you need to include call routing, scripting, integrated software, and call distribution, it quickly becomes more sophisticated. Established outsourcing firms have this all taken care of.
Hiring employees is costly and time consuming. If you hired an assistant to take your customer service calls, there’s a good chance you would pay him or her more in one day than it would cost you to use a call center for a month. Plus you have to deal with scheduling, benefits, taxes, and all the other nuances of bringing on an employee.
Managing a contact center takes skills you don’t have. Handling call volume, staffing, quality assurance, software customization, etc. – these are things call centers deal with every day. If you tried do take all of this on you would quickly be over your head.
You’re best at running your business. As the above points indicate, it takes a lot to run a call center. You’re doing what you do because you’re good at it, so taking time away from your core responsibilities has a direct impact on your business performance. Handing this work off to another company allows you to stay focused.
So find a company that has experience working with small businesses, preferably experience with businesses in your niche, and enlist them to operate your customer service call center.
Next: Customize the service and make sure it meets your customers’ needs
Here is where a lot of businesses mess up. Not taking the time to make sure your new call center actually works for your business is a recipe for disaster. If you send your callers to a call center that is unprepared, you’re going to be the next example of customer service outsourcing gone wrong. You can’t treat the vendor as a separate company who is solely responsible for meeting your customers’ needs. That isn’t their job. Their job is to perform your customer service processes in a more cost-effective and professional manner.
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