In an ideal world, you'd be able to answer all your telephone calls in-house; that's a given. You'd be able to speak at length to whoever should phone up and ensure you give them the best possible customer service. |
But often this is simply not a viable option. With mounting workloads and looming deadlines, the last thing you'll actually want to do is disrupt your work once again to answer the phone that's been ringing off-the-hook all day.
In circumstances such as these, outsourcing your call handling to a dedicated call centre might just be the best idea, for several reasons.
Customer Service: Good customer service is key for call centre workers. Employers have targets and bonuses to reach, as with most other jobs, and dedicated staff members to listen to the calls to ensure the best service was given. Therefore those on the phones are just as likely to want the sale/conversion/customer satisfaction as you are.
Accuracy: Scripts are as commonplace in call centres as computers and headphones. This means that you can give entirely detailed, word-for-word guidance on exactly what you want covered. Not only that, all calls (as the automated voice-over often tell us) are recorded.
So not only is there the added incentive for the workers to be courteous and informed throughout, but any discrepancies between two people can be very easily rectified.
Qualifications: Workers at UK call centres are increasingly offered academic courses, with qualifications such as NVQs on offer in a wealth of subjects. This knowledge then runs alongside their original workplace training on how to deal with awkward customers, how to build rapport and how to diffuse volatile situations.
You may know all about your business, but the call centre operatives are potentially more qualified at dealing with customers. And they have the certificates to prove it.
Stereotypes claiming that call centre workers are unmotivated and impolite couldn't be further from the truth, and as such, you should feel encouraged to outsource your teleservices to them. You should feel the same way as when you'd get, for example, a Corgi-registered technician in to fix the boiler - you're leaving it to the experts, allowing you to reap the rewards without putting in much effort.
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