Our Guide to Setting up a Call Center for Small Businesses
In a business-oriented and customer-centric world, delivering quality service is paramount for both customer satisfaction and business success. With the advancements in technology, customers now demand quick responses, engaging interactions, and timely results, and companies need to keep up with these customers’ demands. However, it can be quite a challenge for small-scale businesses to meet the customers’ wants and needs due to limited resources, be it workers or material resources.
Fortunately, outsourcing to call center companies are now seen as a viable solution. Small businesses are investing in call centers to handle their calls, emails, tickets, and telemarketing in other parts of the world. That given, here’s what you should know all about call centers and how they work.
Types of call center services
There is a wide range of services that a call center can provide, which can be categorized into the following:
● Outbound calls: The outbound representative needs to perform outgoing calls for telemarketing purposes. Your representatives are responsible for scheduling appointments, taking orders, and helping customers through the online sales process, among others.
● Inbound calls: The inbound representative takes in phone calls to answer customers’ queries, address their concerns, and resolve their issues. Quality customer service is what every representative needs to provide so that customers will be fully satisfied.
How the call center works for small businesses
If you own a small business, it makes sense to outsource your call center to a third-party company from other parts of the world. The primary goal is to improve productivity and increase profit for your business. At the same time, you should save up your overall operational cost through outsourcing.
For instance, you own a retail store and only have a few people answering phone calls to take and process orders over the phone. For this reason, it’s more practical to outsource a call center that can do the job for you. With this in place, you can make the order process over the phone much more efficient and streamlined.
Factors to consider for call center set-up
When thinking about setting up a call center, you must consider the following factors:
● Technology: Investing in technologies to pull off your call center project can be quite cumbersome and expensive. Phone technologies, computer set-up, and web connection are essential investments to be considered.
● Recruitment: The entire process of recruiting, hiring, and training agents can take much time, money, and resources for your business. This can even lead to burdened expenses, unemployment hearings, and increased HR needs.
● Team: Building a team and establishing relationships can be daunting for an owner of a small business. When these agents are added to the payroll, it can have a huge dent on your overall finances.
Know that a call center serves as the primary contact for your business. Your customer service representatives are typically the front liners – the faces of your brand. It’s necessary to hire the right people who can be a good representation of your business. They should exhibit good character, provide quality customer services, and uplift your company at all times.
If you are a small business in New York looking to set up a call center, get in touch with us to see how we can help.