As a small business owner, you should consider outsourcing your incoming calls so that you can benefit from the economies of scale and efficiency that are similar to what big businesses enjoy.
Here are the benefits of outsourcing your incoming calls:
Saves money
Having your call center requires that you invest in Customer Relationship Management (CRM) software and in-house personnel. Your business may end up saving a lot of money by outsourcing these services to an offshore call center which is cheaper than the centres around Canada. Additionally, you won’t have to deal with the overhead expenses of employing a team of customer service representatives and investing in expensive hardware such as computers or servers necessary for running a call center.
Specialized customer service expertise
The customer service staff in the call centres are regularly updated and trained on advanced customer service techniques. Moreover, they have years of experience and unique expertise that will be rather costly for you to acquire.
Test new programs
By outsourcing these call centre services, your business will get an opportunity to test new products and services before training your in-house employees about them. This is an inexpensive way of being able to do market research and generate leads with ease. It also offers you a chance to learn how to run a call centre. You can pick a few lessons of how to professionally apply the call answering service in your business’s call centre operations in the future in case you intend to start your in house call centre.
Significant growth
If your business is expecting a boom in its growth graph due to a new product launch or big event, then you don’t have to spend a lot of money in hiring new customer service staff or hardware. You can simply hire a call answering service by outsourcing your calls to established inbound call centres.
Variable call volume
It’s possible for a business to experience spikes and overflows in its call volume during high seasons. In such situations, you don’t have to hire a number of people that you will have to be paying even when the high season is over. Simply contact a reliable call centre that can help you with call volume surplus.
Core of business
According to the nature of your business, you may realize that phone based customer service is a non-core aspect of the business. In such a situation, hiring call centre staff is not a cost-effective business approach. Instead, the only viable option is outsourcing the services to inbound call centres. For further information, Extend Communications has online resources available on their website.