What is a Call Center? - From Business POV
You might have limited information about call centers with a customer opinion. A call center is a place where you call whenever you need assistance with a product or service of a company.
For businesses, a call center is a crucial part that handles all the calls from customers and provides reliable resolutions to their issues, thereby delivering a great customer experience.
There is an irresistible need to have a call center associated with your business. It is because of the immense benefits it adds to your business in terms of building better relationships with the customers. Find the benefits of customer support for businesses in the latter section of this blog.
Customer Support - The Commonly Ignored Business Attribute
Doing business without customer support is like trying to fly with a single wing. The essence of this statement is that customer support is the basic requirement for a company to propel its business.
What is mostly ignored by a company, customer support, can do wonders if made a part of a business.
Need of Customer Support Services
The challenges in today’s business world require more than funds to establish a recognized brand. A business without customer support misses the DNA of optimum success.
Benefits or Need of Customer Support for Businesses is obvious
It helps a business bond with the customers and ensures better customer experiences. But there are a lot of benefits of Customer Support for businesses –
The following points define the need for customer support services for a business -
Customer acquisition is a costlier task than customer retention. According to statistics, acquiring customers is 6-7x costlier than retaining customers.
SMEs and growing startups have limited resources and can’t afford churn. Going with the reports of The U.S. Small Business Administration, 68% of customers switch to a different brand because of the lack of assistance and bad treatment they received.
Thus, offering responsive customer service is essential to retain the customers and build a loyal relationship with the customer.
One of the best ways to publicize your brand is positive word of mouth of customers, and it is highly cost-effective for startups and companies in the early phase of growth. And good customer support can help you get this benefit.
Retaining customers is not the only task of customer support. Rather it’s a way to flow more sales into your account by assisting customers through the buying process and turning the buying interest of the customers into a sale.
Businesses might lose potential sales by not addressing the audience’s questions or queries before making the final purchase. Adding some figures, 52% of customers abandon online buying because of a lack of information or help from a particular brand.
Provide online customer support to customers and provide them with the information they are looking for. Delivering the right information to the prospects at the right time would always clock a sale in your account.
Offers More Opportunities to cross-sell and upsell
Targeting existing customers to get referrals or upselling them a newly launched product or service of yours maintains a good flow of revenue to your business.
Connect through all the support channels that your customers are likely to use, streamlines your connection with them, and offers them a convenient path to seek help or support.
Customer support linked with the CRM of your business lets the agents see historical data of customers’ interactions, including order histories, open opportunities, and shipping status. It helps the reps to discover opportunities to upsell or cross-sell customers.
Adds More Value to your Company
Customer support is the first line of interaction for customers to connect with your business. Providing a good medium for customers to find the information that they are looking for showcases that your company cares about them
It leads to the spread of positive word of mouth about your business and queues more customers in line.
Happy customers are the best promoters for any business. When you succeed in building a happy customer base, they publicize your business and share their amazing experiences in the community.
And having good customer support opens the doors of better customer experiences which further leads to higher brand recognition. And the positive outcome of which is an immense number of referrals that will increase your number of sales.
Gets you Ahead in the Competition
Apart from customer acquisition, retention, and other benefits, customer support helps your brand scale ahead of your competitors.
Smooth access to customer support makes it easier for your audience to connect with your brand and increases the level of convenience in accessing your products or services. It raises the value of your company as an entity that is concerned about solving the issues of its customers.
Now, these are quite legit reasons for companies to prefer not to have dedicated call center support. But before you convince your mind to avoid the need of having customer support, you must read about Call Center Outsourcing Services.
Find out about the importance of customer service here.
But why do companies skip on adding dedicated funds to spend on customer support?
The biggest and maybe the only reason behind such a disastrous step is the costs.
There’s no doubt that building a customer support team is an expensive decision. The chain of costs begins from talent acquisition expenses for hiring skilled candidates and goes to the management costs every month.
Various costs associated with in-house customer support -
It is the first cost that comes when you decide to build an in-house customer support team. You need skilled agents with good communication skills to make sure that your customers get the best experience.
It would require you to take multiple interviews and spend resources to filter the best agents that can ensure problem-solving interactions with the customers.
A basic customer support team involves agents, supervisors, and Managers. All these employees would attract different monthly payments.
And companies incur fixed salary costs every month irrespective of the designation.
High Turnover Rate
The call center industry has a huge turnover rate that can stain your budget with pretty heavy losses. A single agent leaving the team would impact your finances.
To manage a team of call center reps, you need a dedicated location to build the whole setup with the required infrastructure.
Although hiring remote workers for call center rep jobs is getting good attention from companies, there is still a low scope of managing the call center as efficiently as operating from a single position.
Untrained agents are prone to deliver inexperienced services to the customers that can put a bad image of your business among the audience.
Thus, proper training is required before letting the hired candidates take live calls from the customers. Training programs require a designated person to impart all the business-related information and also require constant updates to keep the agents’ knowledge about the business parallel to any sort of updates.
Building a workstation with all the devices and technologies of the call center is required to build an in-house customer support team.
It also includes spending on buying all the equipment like computers, headsets, and every other little thing that would make proper call center support.
Among some of the hidden costs of running a customer support team inhouse are unproductive hours of the staff. The idle hours of the agents are a straight waste of money.
Hiring more agents than required is another leak that can flow out a large sum of funds.
Get a detailed breakdown of call center outsourcing costs here.
Customer Support - A Fundamental Need for Businesses
Customer support is one of the key foundational stones of every business that builds the strong fundamental values of a company.
Apart from the wide spectrum of benefits of having responsive customer support, it defines the culture of a company that is driven by customer-centered services. It showcases the values and beliefs of a brand/business by establishing a close connection with the customers.
Customer Support Outsourcing
The process of giving the contract to a third-party service provider for running customer support operations of a business is called call center outsourcing.
The costs of in-house customer support are heavy, but the need is heavier. And call center outsourcing services then come to the rescue for businesses of all sizes to address the need for customer support.
By outsourcing customer support, your business gets an active team of skilled agents that are prepared to solve the queries of the customers like a pro. Call Center Outsourcing services are a brilliant way to improve the customers’ experiences.
How to Get the best Call Center Outsourcing Services
You must be feeling enthusiastic to quickly outsource call center services. But it is important for you as a business owner to know what factors define the best call center outsourcing services.
Consider the following points to hire the best customer support services –
Identify your need
To find the best call center to outsource customer support services, you should make a list of key points you want the call center to fulfill for your company.
Determine the aspects like whether your business a 24/7 customer support, the kind of support you need, etc.
Ask the current clients about the performance of a particular call center. It helps you get a score of the functionality of the call center that makes it easier for you to find whether it can supply the services you need.
Evaluate the performance of call centers with their current reports of the ongoing businesses they are serving.
Look at the Technical Aspects
Different businesses need different kinds of customer support, and it further classifies the technology requirements.
When you are clear with the kind of support you want from call center outsourcing services, you can overview the technologies used by the call centers and check if they have the required technical assets to provide frictionless services.
Check for Integrations
Integrating call center services with your company’s CRM is a must. The benefit of having a perfectly stringed flow of information between your CRM and Call Center helps your business track the interactions with the customers and the kind of help they need.
It is a way to know your audience and lets you tailor strategic services based on their custom requirements.
Social Media Integration
Customers are slowly turning their side to social media to interact with businesses for help or support they need.
Thus it is essential for you to hire a call center that provides social media integration and handles the queries and issues of customers through various social media channels. A single comment left unacknowledged on your social account can cost you a sale.
Know the charges
Make a list of all the companies that provide call center outsourcing services. Filter them according to your needs. And when you are left with the last few options, go through their pricing structure.
Check how different call centers are charging for their services and ensure that you’re not paying a single extra penny.
The Best Call Center Outsourcing Services
An easy way to end the hassle of finding the best call center outsourcing services is choosing Koala Customer Care.
With a large sphere of omnichannel customer support services, we improve your customers’ experiences and build a seamless connection between you and the customers.
Considering the need of having customer support and its benefits, it gets essential for every business to have a dedicated team for handling the customers’ issues and delivering precise solutions.
Koala Customer Care has expertise in providing a broad class of call center services that includes
- Inbound Calls
- Outbound Calls
- Live Chat Support
- Social Media Handling
- Data Entry
- Admin Support
- Email Support
- Logistics Management
Get the most advanced customer support services for your business and stay right next to your customers with world-class assistance from the skilled reps of Koala Customer Care.
We serve the demands of our clients and ensure 100% satisfaction. Give the best experience to your customers with our qualified call center outsourcing services.