Why call centres should not be overlooked
by Andy Connell

5th April 2018

Many companies believe that a call centre is an expensive and unnecessary supplement for your business. Or, it is something that is consistently set aside for the future once certain business goals have been met including increasing market share or having a larger budget to test out a service like this.

Whilst companies are reaping the benefits of using an outsourced service, within companies that are not, personnel are often struggling to answer calls or are the wrong point of contact for the caller which extends the length of time that clients are on the phone for which impacts on the overall quality of customer service. This can have a severe impact on new and existing clients and may cause them to move to a competitor and the company loses revenue as a result.

A common misconception is that a call centre will be a drain on company finances but in fact, it can save a company a large amount of money.

Don’t believe us? Here are a few reasons why:


1)  High-quality customer service creates a loyal customer base

Your customers’ experience is the most important area of your product or service.

After-sales service and support are critical to establishing and maintaining a positive relationship with your customers. This is key for:

•  increasing customer loyalty.

•  increasing the amount of money each customer spends.

•  increasing how often a customer buys from you.

•  generating positive reputation online and through word-of-mouth.

•  decreasing barriers to buying for hesitant buyers.

With an increased brand awareness and reputation, businesses can look to increase their market share and further develop their products and services.

Our experienced staff will ensure these criteria are met and exceeded to keep your business running effectively and efficiently through voiced and non-voiced channels including calls, emails, live web chat and social media.


2)  Focus on your business core functions

Freeing up personnel to focus on their specific job roles rather than dealing with client queries and complaints allows the business to fully focus on its core functions without losing focus and momentum, particularly during busy periods.

Outsourcing certain areas of your business processes allow you to maintain efficiency and our experienced and fully trained staff can ensure that this is achieved.


3)  Outsourced call centres are experts in their field

Customer support is their core competency. They focus on providing the best customer experience, which is why they invest a lot of time and resources in getting it right. They have quality support staff to see to it that standards are met and exceeded at all times.

Call centres use the latest technology and use the best software to help you meet your customer support goals with regular reporting to inform you about how the agents are performing, and whether the KPIs you’ve set have been met.


4)  Quickly scale up and scale down operations

A key component of outsourcing certain operations is that they can be upscaled or downscaled to suit the needs of your business quickly and easily.

The services we currently offer can be used as a short-term measure to reach a specific goal or as a cost-effective long-term solution. This means that not only can you ensure that you meet your business goal but you don’t have to spend a large amount of the budget in doing so.

CLCA Call Direct helps our clients meet the challenge of forming a successful and rewarding experience for customers and staff alike. In such a fast-paced and demanding world, it is becoming increasingly important to have available resources on hand to meet the needs of your business or customers. In this digital age, our resources allow you to maintain your day-to-day business 24-hours a day, 7 days-a-week across the globe

We work closely with our clients and invest the time to understand their business processes, goals and aspirations and from this, we can build relevant requirements. This unique understanding of businesses allows us to tailor a structured account implementation.

If you think we can help you, or if you have a question, please contact us.

www.clcacalldirect.com | +44 (0)333 600 5005 | enquiry@clcacalldirect.com