Call Centers: Small Business Game-Changer
Small businesses often overlook the potential of call centers, assuming they're only for larger corporations. However, this misconception can be a hurdle to growth. In some regions, the market may be saturated with bigger players or fellow small businesses. By outsourcing customer service and its associated tasks, small businesses like independent local self-storage companies can significantly enhance their operations and compete more effectively. Here are top reasons a small business should consider an outsourced call center.
Availability and reliability
Small businesses typically lack the resources to promptly answer each and every call. Most businesses have a dedicated on-site super-staff, but one person can only do so much during their working hours. How about during lunch and nature breaks, sick days and holidays, or the times when it simply gets busy? A call center can ensure potential and existing customers reach a live person instead of an answering machine, improving satisfaction and building trust. By being available most of the time or even 24/7 if needed, call centers can respond to potential customers that would otherwise be missed, maximizing sales opportunities that contribute to business growth.
Scalability and capacity
Call centers are usually imagined as having too many agents that a small company cannot afford or does not need. The reality is the number of agents assigned per client varies according to each company's needs. A small business, for instance, can be assigned 1-2 dedicated agents to support their requirements. Call centers can easily adjust staffing levels to handle fluctuations in call volume, ensuring optimal service during busy periods. This projects responsiveness and reassures customers that the company is well-equipped to support every customer.
"When you need to innovate, collaborate."- Marissa Ann Mayer
Small business owners often fear the cost of working with outsourced call centers. However, if you factor in the cost of investing in in-house call-handling technology as well as staff hiring and training plus the potential losses from unanswered customers, it is easy to see how an outsourced call center is a cost-effective alternative. By leveraging the expertise of a call center, small businesses can overcome resource constraints, enhance their capacity and reliability, and ultimately achieve greater success.