Human beings are on a continuous quest for speed and efficiency to improve everyday life and the business world is no exception here. In the world of e-commerce, electronic communication has become more the norm than ever. Even with that being said, there still comes a time and a place where a customer wants that human interaction.
Typically, this will be either during the buying process or during tough customer service situations that need the human touch.
Let’s look through both of these and how that they relate to the need for a call centre.
Sales are the bloodline of a business, and they keep the lights on in the building. That is an overly simplistic way of saying that sales are a very important process in the business world.
How call centres factor into the sales process comes in a variety of ways. For one, call centres are a necessary part telemarketing.
For those of you who do not know, telemarketing is made up of many sales and marketing tasks that help take cold leads and nurture them until they are warm leads that now have a better chance to close.
These tasks can involve cold calling, outreach to do activities that can nurture them further like signing up for a webinar, holding product or service demos over the phone, and other activities like this.
These activities are challenging and not the most fun in the business world, but they are extremely important to the success of the business as a whole.
Other sales tasks that involve call centres include processes like customer retention. In the reoccurring revenue service model, customer agreements or contracts are expiring in term all of the time. This requires outreach to retain them as a customer. It is always cheaper to retain a customer than it is to acquire a new one, this is another way call centres play an important role in business.
Now let’s turn our attention to the customer service side of things.
As a business person, it is always a best practice to place yourself in the customer’s shoes. Doing so allows you to think of what you would want during a certain situation.
If you are having a major product or service issue, you certainly do not want just some chat bot service, or to send an email out into the great void and then sit around and wait for a response.
When you are experiencing a problem, you need an immediate response and help from the organization. When this happens, a call centre is what acts as the recovery team for your company to resolve the issue.
In the business world today, which is truly a global marketplace, 24-hour call centres help you provide around the clock service for your customers, no matter what stage they are in.
Call centres are not cheap to operate and maintain.
You put all of this together and you have an outcome that says outsourcing is a good play here. Outsourcing allows you to keep operational costs down while giving your customers, both existing and perspective, the constant attention that they need. If domestic outsourcing is not an option from a cost perspective, then migrating these business processes to leading offshore call centres such as PITON-Global in the Philippines might be worth a consideration.
Call centres are a vital part of a business and its sales and customer service departments.
Investing in this area by finding a dedicated call centre of skilled professionals that can serve both you and your customer’s needs.
Every business will certainly make its own, independent decision. With that said, when trying to serve customers in the UK or the US and everywhere between, full service, around the clock call centres, are just good business.
