Every successful SMB owner knows that one of the most crucial changes their business makes in order to reach a new plateau is handling the repercussions of more product/service orders coming in. With the numerous avenues of business interaction available today – customers from your social network, direct visitors to your website who use the call number, and customers found via offline marketing methods; the gathering of data for processing can be a challenge.
With these rapidly-growing numbers, call center order taking may be a better alternative than burdening your small, in-house team. In general, this is the age of outsourcing the supportive elements of a product, allowing your company to focus on its core business principles to reach the next level.
How a Call Center Operates
In addition to relieving your growing business of the constant customer service calls that come in daily; call center order taking involves in-depth issues with internet accessibility, call routing, and round-the-clock traffic monitoring. You need a multi-tiered approach to use your resources more efficiently, and a robustly-qualified call center will have all the essential elements in place to do just that:
- A virtual receptionist, which reduces the expense considerably since you don’t have to pay for a live human operator on tasks that can be easily automated. This functions as a switchboard to direct callers to the right department, after which a qualified professional answers.
- Business continuity and disaster recovery plans are requirements for any company that considers itself in the big leagues and the right call center will be an extension of these principles; by maintaining a crucial level of functionality in the event of a disaster.
- Depending on the specifics of your business marketing plan, outbound methods in the form of telemarketing can be a boon to your bottom line. With scripting and consulting, a call center can handle the full load of targeting potential customers who would be interested in your product or service.
- You can also choose to send the call center a fraction of incoming calls via dispatch, handling the ones you’re already set up to take in-house; this round-the-clock service can be a flexible aid, taking on more calls when you’re understaffed or undergo scheduling shifts.
There are many more facets of a supportive call center to help your business reach the next level. Of growing popularity are interactive web-forms, where incoming targeted traffic fill out email forms and await responses. Live operators can quickly assess the desired response and send it back to them or call shortly after submission, which trumps the former way when it would take a business week to get back to waiting inquiries.
Chuck Stevens is an avid blogger always looking to share his experiences and recommendations. He loves traveling, is a huge football fan and is always looking for new ways to improve his business. You can follow him on Twitter @chuckstevens12.