When your business is expanding and your clientele is rising, there may be tasks your employees can no longer handle on their own. You feel the need to outsource certain functions, particularly customer service, which often demands much of your employees’ time.
A call centre is your best option, but how do you know that a call centre you’ll hire can perform excellent customer service? What are the qualities you should look for?
Below are some of the qualities of a reliable call centre:
Allows Hourly Wages
Business owners can pay call centre services in various ways: commission-based, hourly, and project-based. Experts advise business owners to choose a call centre that accepts hourly wages because this scheme lets the company achieve its goals at a lower cost.
Agents’ Excellent Conversation Skills
Call centres handle their calls differently. Some train their agents to read from a script, while others utilise a roadmap to drive the conversation to a less-specific direction, where agents can be more flexible in asking questions and relating to customers. Experts say that the second model is more effective.
Impressive Call Statistics
Reliable call centres have remarkable statistics on the following components: call answered, average ring time, average hold time to answer, and lost calls. When a call centre’s statistics show that they take too long to answer, or leave customers on-hold for too long, they are underperforming and they do not have the capability to add value to your company.
Ability to Integrate Systems
The Call Centre, a leading business outsourcing company, says it is significant to choose a call centre that can work with your current systems. When a call centre has the ability to integrate your systems or operate between systems, it can be helpful to the company’s other functions, like providing or adding a number of leads to your business. The call centre’s assistance to the company’s different functions can lead to increased profit for the company.
These are just some of the qualities you may find in a reliable call centre. There are other factors to consider, depending on your company’s needs and functions, but in whatever business decision you make, always think of how you can serve your customers better.