A call center is a company’s main point of contact. The aim of hiring a call center in Tunisia is to make customers’ interactions with the company more convenient and efficient. The people who answer the phone are there to represent your company and to pass on all the benefits that a call center can offer. Although there are many, in this article we will outline the three main advantages that a company can enjoy by using a call center to manage its customer relations:
- A call center offers an infinite number of services.
- A call center optimises customer relations at a low cost.
- A call center increases sales and defies the competition.
A customer relations contact center offers an infinite range of services
The answers here are endless, but the two main categories of services offered by a call center are customer service and sales.
Sales-related services are responsible for scheduling appointments, taking orders, helping customers through the online sales and ordering process, and making outbound calls to sell products or services.
Customer service is available to receive customer queries. It can also make outbound calls to customers who have requested assistance. Customer service does not need to communicate exclusively by telephone. It can also intervene by managing the company’s e-mail, for example. Bear in mind that call center agents can also initiate outbound calls instead of waiting for customers to contact them.
Although the exact responsibilities may differ depending on the company, the services offered by a call center are more or less the same everywhere. Here’s a short list, listing these services one by one:
- Answering incoming calls quickly and efficiently.
- Responding to customer needs and offering a personalised service.
- Assessing callers’ problems and complaints and providing appropriate solutions.
- Providing information on products or services offered by the company and generating interest in purchasing.
- Upsell products and services.
- Process orders, forms and requests.
- Route calls to other team members when necessary.
- Identify problems that customers may be facing.
- Create notes and reports to summarise customer feedback.
- Manage and update customer databases.
- Follow up customer calls.
- Build customer loyalty by offering a tailored telephone experience.
A call center optimises customer relations at a low cost
When customers buy online, they often want to be sure that they are buying from a company that they can easily contact if there is a problem with the product or if they have any questions.
Some customers prefer to call to place an order and have concerns about shopping online. They don’t want to have to write a long e-mail or wait for a reply if they have a question or problem.
Simply having a contactable phone number increases the sense of trust with potential buyers, even if only a small fraction of them are likely to actually use the phone.
If customers prefer to use the phone and call, they want a live person, not a voicemail.
A call center allows shoppers to make a purchase with confidence. It allows the customer to have a good experience with an experienced agent, making them more likely to make future purchases and recommend your business to others.
On the other hand, the customer relations center allows your company to save on the cost of optimising customer relations.
With shared support, you only pay for the time you use. Hiring someone means that you pay them whether the calls come in or not.
What’s more, if the volume of calls increases during peak periods, you’ll often have to hire extra people who will also have to be paid, whether they’re on the line or not.
Finally, there are the additional costs associated with management time, the telephone system and space rental. Many companies use 24/7 call center for a fraction of the cost of hiring just one person to answer the phone.
A call center: a customer relations center that boosts sales and defies the competition
When companies manage their own calls and use voicemail, they only receive a fraction of the calls that could have resulted in actual sales.
Several tests have shown that over 90% of customers will not leave a voicemail message when considering a purchase.
A call center can queue calls and offer very short waiting times to ensure you don’t lose any prospects. Even if a company has one or more people handling calls in their offices, a call center can provide overflow assistance. Once all your staff are on the line, any additional calls can be transferred to a call center, reducing the waiting times that frustrate some customers.
A call center can also provide a place where business development opportunities and the personal data of your business partners are kept in safe hands.
Finally, a call center represents a significant advantage over the competition. If your competitors have a telephone number where customers can reach them, and you don’t, many customers will prefer to go elsewhere. On the other hand, if your competitors have certain office hours, but you have a call center ready to answer 24/7, your business will surely become a more attractive option. Not all customers can call during office hours.
The availability of a call center indicates that your company is always there to satisfy customer demand.
Now that you know all about the many advantages of a call center, all you have to do is contact us for a detailed offer that matches your company’s needs. ?