In a perfect world, the phone would ring only when you were available to answer it, and your customers would buy your products or services without asking any questions and without complaining. But reality, as we all know, works differently: Calls come in bunches (if we’re lucky), and when customers want your undivided attention, it’s best you give it to them. The price for not responding quickly and thoroughly to your customers’ needs can sometimes be the deciding factor between growing your business . . . or, worst-case scenario, losing your business.
That’s why many small and medium-sized businesses partner with call center specialty companies. Here are some of the top reasons why they do:
- Staffing: With a dedicated call center service, you are never under- or overstaffed.
- Administrative/Management Needs: Having a staff means you’ll need management to hire, train, and oversee your representatives. This isn’t necessary when you partner with a reputable call center service.
- Phone Systems, PCs, Furniture, Office Space: In-house customer service requires equipment and space. How many small businesses in this economy can comfortably afford the expenses involved?
The right full-service company will not only handle your calls and resolve disputes, but they can upsell and cross-sell your products and services—dramatically enhancing your bottom line—even after your normal business hours. You no longer have to take a customer call while you’re waiting to buy popcorn at the movies with your family. You can rest assured your calls will be answered and, potentially, sales will be made . . . and you won’t need to endure the withering looks of your spouse or partner when you take a business call during family time.
Enlisting the help of virtual office assistants can also level the playing field when competing against larger companies. Your customers can access the same quality customer service—and sometimes even better service—than competitors with more employees and deeper resources.