How to Determine Whether YouÛªre Ready to Hire a Call Centre
Call centres are a wonderful tool for businesses of every size, but you may feel that your business isn’t big enough or busy enough to warrant the use of these customer service tools. How can you tell if your business is ready to hire a call centre? Here are some things to look for before you decide.
Your Customers Complain
Unhappy customers turn too quickly into non-existent customers. Do your customers complain because they have to talk to an answering machine when they call you? Perhaps they aren’t happy that they can’t speak to someone after business hours. Most consumers have come to expect 24 hour availability, and they are quite happy to take their business elsewhere if they can’t get it.
Your Staff Feel Overwhelmed
If your staff spends more time answering phone calls than getting on with their work, you may be ready to hire a call centre. Trying to juggle constantly ringing telephones with completing their work can be stressful. If your staff also deals with the public face to face, it can be distracting to have to listen to the telephone constantly ringing, or risk offending the customer in front of them by taking the call.
You could always hire more staff, specifically ones whose job duties involve only answering the telephones, but that’s not very practical. The added cost of salary plus benefits would far outweigh the benefit your business would see.
You Strive To Offer the Best Customer Experience, but Just Fall Short
Your customers expect and deserve to deal with a live human contact when they call. If you can’t provide that service for them, they will likely go elsewhere. A call centre can keep your customers right where you want them, by providing the best customer experience, every time. Whether you want to make your business available to your customers 24 hours a day, or if you just want to ensure that every call gets treated like the most important one, a call centre can help make every customer experience a positive one.
If you’re ready to give your customers a better experience, hire a call centre. They’ll appreciate your consideration, and your business will benefit from it.