Like we said, there are many things that will be needed to make your online business succeed, even if it appears to be the offline activities and strategies. Ideally, you should set aside some time to sit down and evaluate what it is that needs your attention. Not sure what you should consider? That’s ok, that is what we are here to help you do. Let’s take it one step at a time and today it is about the call center.
By going through the exercise of strategizing, it is likely to give you a leg up on your competitors. This leg up will help you stay afloat during the critical first few months of starting a business (or critical months as you maintain your business!). When you are starting out, it is critical during those first few months and this is the time when it will be essential to attract customers and get them to stay loyal to you for the long haul.
One of the key elements that will help you on your way to success is a call center. So, with that, here is some information about what a call center is and how it will be able to make operating your online business much easier than it would be without that call center. Ready?
What is a Call Center?
A call center is a service that employs as many operators as you need to answer all of your customer calls for you. That usually entails each operator being specially trained on the specifics of your particular business. Usually, those operators have access to your server system (i.e. website) so that they can look at customer information and place orders. Also, if it is your desire to give more access, the specially trained operator may have access to your accounting information, etc. A large number of successful companies employ call centers to make sure their high level of customer service is maintained.
But, Wait. Do I Need One?
You can do the numbers, but the question is the return on investment (ROI) between happy customers and unhappy customers. Oh, and the money they spend with you. 🙂
Many times, customers will call you (or WANT to call you) to place their orders, ask questions about pending orders, and to make complaints. It is not surprising that you would be able to handle all of these calls on your own or with a very minimal staff when your website is first officially launched. However, this will not remain the case if your business starts to take off toward success. There will eventually come a time when the volume of calls becomes too much for you and your staff to handle. It is at that point that you will need to enlist the help of call center plus services to handle your high volume of calls and make sure all of your customers are properly taken care of and happy.
Some People Prefer Phone Orders (Call Center)
It is important to understand that there are still many people out there who are not willing to give any of their sensitive financial information over the Internet. They are nervous about that information being stolen by hackers. This is understandable because of some of the stories on the news these days. Having a call center gives these people the option of placing their order over the phone. In cases where the customers are unwilling to order online, you would potentially lose these people as customers if you did not provide a call center option for them.
A Call Center Allows Questions to be Answered Quickly
People will not only be calling you to place orders. They might also have a question about an order they have already placed or a product they are interested in buying at some point in the future. It is important that these people have their questions answered quickly. Having the ability to call and speak to a customer service representative will make your customers happy. This is obviously beneficial to your business in terms of creating loyalty in your customers. And, it helps with the “money making” part, eh?
What Are YOUR Thoughts About Your Own Call Center?
So, what do you think? Have you reached the spot where you need a call center for your business? I know I have heard stories of when Deborah and her husband were running their successful domain registration and hosting business. The stories may be a hoot to hear at team meetings, but the reality is that the phone calls were 24/7 and it was difficult to keep up with them, proving that their business was highly successful (hey, even Corey Rudl said so at the time!). However, with that success comes the need for the call center. Are you there yet?
Andrew,
That is a really good point. In fact, we were just talking about that today, how if you don’t run and catch your personal phone, it is possible that the person calling will not leave a message. If that is true of the personal level of communication, it is that much more true in business. Yes, a good call center will respond quickly, in a friendly manner, and helpful.
Thanks,
Deborah
Hi, I am thankful to you for sharing this awesome article with this helpful knowledge
this is very nice article finally i found this in this post what i found on internet last four month thanks for share with this suitable article.
Thanks, Almin. I’m glad you found this so helpful!
Hi Deborah,
Let me tell you that I was in the call center industry for about 5 years and it’s indeed the best way to outsource the work that takes to deal with customers, especially if you have a large number of customers who have lots of inquiries.
Most big brands use call centers in areas like Asia and Caribbean, they do this in order to pay a lower labor cost, but at the same time, they also generate sources of employment for those countries.
Very nice article!
Hello, Ronald. Good point that having call centers in other locations can also help the employment (or unemployment) in those areas. It is like a win-win. Thanks for your feedback.
But there is a problem that these companies must face, depsite cheap labor cost, people in areas like Asia usually lack skills in English communication. Don’t underestimate this, customers might feel unprofessional about your company/brand.
Anyway, very good tip for company need call center on-the-budget.
True, Domin, people may feel less than impressed with one’s brand, and I understand that. That is a good point you bring up and one that people must consider. -Deborah
It is a really good Articles. In fact, that we’re just talking about that today, how if you don’t run and catch your personal phone, it is possible that the person calling will not leave a note. If that is true of the own level of communicating, it is that much more true in Trend Yes, a good call center will response quickly,
thanks
Hi, Kelvish. Oh, I have had that happen too many times and if I don’t recognize that number and there is no voicemail, I am wondering about it all day. So true.
Hey, I am thankful to you for sharing this great article with this incredible knowledge.
Thanks, Danish. I am so glad you found this article helpful 🙂
Hey, Deborah
i am in complete agree with you , a good call center can not only increase customer but generates business leads also. Specially if you are running an E-Commerce website.
Thanks, Yasmine. It is great to have your feedback. This is much appreciated 😉
Deborah, I came to you again. Last year, I read another post like you but I didn’t careful about call center helps much, but now its very urgent to connect with call centers to pickup calls and voice mail. I feel better if I get a reply with suggest which call center support very good for a business website? Waiting for response. Nice work!
Hello Shakoat. Thank you for the kind words. Were you wondering about a specific recommendation for a call center company? Much of it depends on the location and what is available. Also, there are call centers which are located locally and there are those who are more virtual and price ranges differ. You might want to perform some searches for review sites that rate the call center companies for your area, or even the virtual ones.
nice post and very informative
Thanks for sharing such an informative article. Keep up the good work!