One of the most significant pain points of businesses today is outsourcing. On one hand, outsourcing services are a flexible tool that open up countless possibilities for growth. On the other hand, it’s easy to face choice fatigue. How do you find a good outsourced call center when it seems all of your options are convinced they’re the best?
The solution is to understand the services you’re requesting. Once you know how the call center will benefit your business, especially your customers, you’ll find the perfect match. Continue reading to learn about the range of effective call center services below and how they can empower you to make better decisions going forward.
Compare Your Needs to the Services Available
Not all businesses have the same needs. One business might be more concerned with the high level of customer support calls they’re receiving, while another might be worried about sales figures. You’ll need to learn how to compare your needs to today’s services so you can find the best match for your business.
Inbound vs. Outbound
Start off your search by separating your inbound vs. outbound needs. Inbound calls are calls that come from outside your business, such as customer support requests, while outbound calls are calls your business makes to prospects and business partners.
How many calls are you making? Likewise, how many calls are coming into your business? Many brands find themselves seeking out call center services to reduce the amount of work on their plate by having them handle overall call volumes.
Self Service Solutions
Sometimes a customer doesn’t need a call. Help desks, chat messaging, and similar self service solutions are automated services that can help a significant chunk of your consumer base. Conversational IVRs are becoming one of the most popular choices for businesses today, with the virtual assistant market expected to hit $15 billion by the end of 2021.
Customer Service, Help Desk, Answering Service, Lead Generation, Etc.
For the customers that need a more thorough experience, establishing a live help desk is imperative. This can also be used as a lead generation service to follow up with parties who may potentially become regular consumers.
Ask About Security Measures
Once you have a better idea as to the call center services you need, the management of security risks should be your next inquiry. When you’re handling so much customer information, it’s imperative you learn about how to keep it safe.
Cloud-based services are the best choice if you have a large company and handle a massive call volume, since the cloud allows you to update your information on the fly and protect your data in the event of a power outage or a breach. Outsourced call centers can leave businesses wary, thanks to being a more hands-off approach. Ask your providers about cloud-based services, virus scans, and backup systems to keep all of your bases covered.
The standards for business excellence have skyrocketed these past several years. Brayn CX is proud to be at the forefront of customer service and data entry technology.
Understanding the Difference Between Dedicated and Shared Agents for Your Business
Try to avoid the one-size-fits-all method when seeking out a call center and stick to separating your services into specialized groups that will help meet customer demand much better than a generalized approach.
Dedicated services are call center services that work for your business specifically, meaning they use:
- A consistent approach
- Similar language
- A strategy designed for your brand
Shared agents, on the other hand, are much more generalized and are better suited for:
- Answering common questions
- Handling simple administrative work
- Addressing a lower volume of work
Look for a Provider that Aligns with Your Culture
Expertise is the name of the game, and experienced call centers are already fluent in customer pain points, ready to address their needs swiftly and compassionately.
Ask yourself what makes your business stand out. Do you pride yourself on being approachable and trustworthy? How about offering a competitive edge in the services and products you provide?
Use these business traits as a guideline when seeking out call center services and don’t be afraid to shop around until you find one that clicks.
Break Down the Costs
The costs of a call center service can keep some businesses from taking the plunge. Don’t let the price point scare you off though, since call center services can actually save you a lot of money in the long-term.
The questions you should ask yourself when seeking out call center services include:
- What’s your current budget?
- What is your ideal spending range for the next year?
- Will a call center service reduce your money spent in the long-term? If so, how?
If you’re worried about spending too much off the bat, consider investing in one service and expanding it gradually. This can look like starting off with a chatbot, then later adding live video chat services.
Be Diligent in Researching Market Trends
Always be open to changing your strategy. The call center market is rapidly evolving to keep pace with technology, so there’s always a better way you can be approaching customer solutions.
Customer self-service is one such element to be aware of when setting up call center services. A recent study found over 80% of customers prefer to solve problems on their own first, so consider implementing chatbots and virtual helpers into your call center solutions. Additionally, up to 75% of today’s customers still prefer face-to-face chat, so it’s important to meet them where they are.
Final Thoughts on Finding a Good Call Center Service
Call center services are a dynamic and proactive solution to your customer’s problems. It’s not enough to just purchase a good product: they want to know you’ll support them in the rest of the journey. Your call center should complement your business values, keep up with market trends, and save you money in the long-term. While it’ll take a few months before you start noticing a difference, you’ll be glad you made the plunge when push comes to shove.
Give your business the best customer retention strategy around. Contact Brayn CX to start implementing virtual assistants, call center services, and video chat into your business model today.