Many businesses that have call centres in-house have fixed business hours when their team answers phone calls and responds to customers’ needs. It can be cost-prohibitive to leave inbound call centres open around the clock, so you may currently have a call center available during traditional business hours. However, there are many reasons why you should reconsider having an answering service or call center team available to answer your calls 24 hours a day.
1. Serving Your Customers’ Needs Promptly
When one of your customers calls into your call centres, they usually have a legitimate need for help from one of your agents or representatives. They may need help with a payment, a lost order, a damaged order or something else. Many of your customers may have jobs of their own during traditional business hours, and it is not reasonable for them to call your company when they are supposed to be working. An around-the-clock call center ensures that your customers’ needs are met promptly.
2. Providing Great Customer Service
When your customers make a call into your company, they understandably want one of your trained and helpful agents to answer the phone and to assist with the problem immediately. They do not want to reach an answering service or hear a message that tells them to call back later. This shows a general lack of respect or consideration for your customers, and it can result in considerable frustration. The last thing that you want is for your brand to be equated with frustration and poor communication.
3. Improving Customer Loyalty
When your customers are happy by using your inbound call centres, they may be more likely to continue to do business with you in the future. This is because they may feel valued and appreciated. They may also feel like your company is responsive and helpful. When these positive feelings are linked to their perception of your company, they may even refer your company to their friends and colleagues. There are more online resources available at Extend Communications.
4. Saving Money By Outsourcing
You do not have to leave your in-house call center open all night to provide this service to your customers. An alternative is outsourcing your business communications to a trusted third party. This contract company may only answer your calls at night, or they may completely take over all of your call center tasks. You may be surprised by how cost-effective this can be.
While there are benefits associated with using an in-house call center team, you can see that it may make sense to outsource your business communication tasks to a third party. By analyzing the call center options available today, you may realize that there are professional and affordable services available to meet your needs.