5 Signs That Your Organization is Ready to Hire a Call Centre

How do you know then it’s time to use a call centre for your customer service needs? Several signs can indicate that it’s time to hire a call centre for your business. Here are five signs that your organization is ready to hire a call centre.

Negative feedback from your customers

If your customers are not happy with your customer service reps, it could be for a number of reasons. Maybe they’re not skilled enough to handle the calls effectively, or maybe they’re overwhelmed and overworked. Whatever the reason, if your customers tell you that your customer service isn’t good, you’d better listen and consider a call centre.

High employee turnover in customer service

Unhappy employees make for poor customer service, so if your employees are not happy and are willing to leave their jobs, ask yourself if it’s because they are overworked trying to handle the calls coming in. Or, are they not suitably trained for customer service (and you have no plans or means to train them). In this type of situation, hiring a call centre takes the pressure off your employees and improves service to your customers.

Increase in overtime, decrease in vacation time

If you find that you’re asking more customer service employees to cover longer hours or take fewer breaks, it may be time to hire a call centre. Overworking your CSRs is surefire way to make customer service levels drop. You could hire more employees, or, you could hire a call centre to handle the calls and free up your customer service staff to handle other projects and customer-related tasks.

No signs of growth in your business

If your business’ growth has flatlined, it may be because you simply don’t have enough staff to push through and grow your business through customer service. Don’t wait for your business to stagnate–keep an open mind about your customer service options and plan for success.

Loss of customers

Stagnation is bad enough, but if you lose customers, you could be putting your business at risk of failing. A call centre can help ensure that every customer gets the attention they deserve so they’ll remain loyal to your business for years to come.

For more tips and advice on hiring a call centre, visit Answer 365 today.