Are call centers outdated? That’s what most people will have you believe. However, even in this digital modern world, call centers have lots of value for businesses of all sizes. Here are just some of the ways that call centers can generate business and push the brand forward!
Gain Credibility and Loyalty
Despite common belief these days, customers still value call centers. Why? Because they add credibility to a business. In a world where anybody can start a business online and sell products, customers want to know that they can contact a business if something goes wrong with their order, delivery, or another part of the experience. Having a call center provides the security that many customers seek.
With security, trust, and credibility, customers are more likely to stay loyal to your brand. Even if they have a poor experience, the fact that they can phone a company representative to help means that they’re more likely to stick around.
According to one survey, as many as half of all internet users worry about online purchases, even in 2021. We’re not talking about buying products from Amazon or Nike, but smaller websites. Seeing a working phone number can make the difference between a customer placing an order and choosing to go elsewhere.
If you deal with your calls alone, you could lose a significant percentage of people who don’t get through because they’re not willing to leave a message and wait for you to return the call. Instead, they would rather choose another company. With a call center, the customer gets through to an operator. If not, there’s a queuing system in place to keep them happy while waiting.
Ultimately, call centers answer common questions from customers and help them through the buying funnel. It’s another touchpoint to keep prospective leads happy instead of watching them go to a different company, and King Kong online marketing is a leader in this space in regards to how they build and manage these funnels.
When reading about call centers, one of the first things that probably came to mind was the cost of implementing such a system. Fortunately, you can now outsource this level of support. Consequently, you don’t have to worry about finding office space, hiring employees, and offering all sorts of benefits.
When you hire somebody for customer support, you must pay them even if they sit at a desk and take no calls in a single day. By outsourcing this task, you only pay for the calls you receive. What’s more, you can inform the service of how to deal with customers and the common questions they’re likely to receive.
In the modern customer support environment, many services offer around-the-clock call center support for a small percentage of what you would pay when hiring somebody.
Free Time for Employees
After implementing a call center, they field calls so that your employees aren’t spending half of their day answering the same simple questions…over and over again (you know the ones!). The call center responds to simple requests and deals with them while only passing important calls through to your team. Now, your team focuses on nurturing leads and generating sales. They prioritize the most important calls, and this helps to push the business forward.
As you can see, call centers generate business by freeing up time for important employees, saving money, nurturing leads, and adding credibility and loyalty to the brand. What’s more, you enhance the professional image while screening urgent calls. Just in case this wasn’t enough, call centers offer a high level of service to customers too!