Outsourced customer service can have an incredible impact on businesses of all sizes. Having all call centre enquiries dealt with offsite gives your onsite staff optimum time to handle the running of the business and everything that goes with it. If you’re thinking of outsourcing your call centre, here are three important questions you need to ask.
1. Is it affordable?
For most businesses, the number one factor is cost. There is no point outsourcing something if you can do it cheaper yourself. Do consider though, that outsourcing customer service saves you money on staff wages, staff training, telephone equipment and office space. All of this combined usually makes outsourcing a practical and affordable option.
2. Can the staff adapt to our business?
The call centre agents who will be taken your call need to be able to adapt to your business. They need to use the right tone, approach and attitude to suit your business and the needs of its customers. You will need to be confident that those answering your calls are customer service professionals, who can answer queries and deliver information in the way you want them to. All staff should be good listeners, able to present information clearly, encourage sales and offer empathy and kindness.
3. Will you operate 24/7?
Don’t settle for less than 24/7 call answering. Businesses opportunities are lost when customers can’t get through to you, and everyone leads different lives with different schedules. Never miss a lead again by ensuring your calls will be answered at any time of the day and night. This level of service also builds a huge element of trust and confidence between you and your customers. Knowing that you are just a phone call away, whatever the hour, will set you apart from competitors and help you retain customer loyalty and satisfaction.
If your business needs a professional and reliable telephone answering service, look no further than Frontline (http://www.wearefrontline.co.uk/). Having provided exceptional outbound call centre facilities since 1999, we are confident that we can support your business. Give us a call (http://www.wearefrontline.co.uk/contact/) today for more information.