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As a small business grows, a rising tide of customers is good news — until each and every one wants to talk to you. That kind of chore you can farm out to a call center, leaving your team to focus on new business. Call centers can help you:
Here are the first steps toward understanding and using call centers:
If what you need is to get a grip on incoming appointments, say, for a medical practice or car repair shop, an automated, Internet-based system might be enough — and cheaper than call center outsourcing.
Setting up call centers takes serious investment. Unless your business is built around this channel exclusively or primarily, its likely better to outsource the work until it grows to a significant portion of revenues.
Inbound call centers often work from foreign shores using English (or Spanish) speaking reps to handle your company's needs. Increasingly, too, even big companies like insurance providers and airlines hire in-country, native speakers through home-based systems that rely on part-timers, usually U.S. citizens looking for flexible work schedules.
Besides phones, computers and space, a call center in your own office implies a significant investment in software to manage those contacts, often Web-based.
As companies have come to rely on telemarketing, politicians have responded in kind with do-not-call legislation. Running afoul of one angry customer can cost you thousands.
If your business is experiencing difficulty handling a large number of customer calls, or you expect an increase in the number of incoming and outgoing calls for your business in the future, then you might want to consider what call center operations could benefit your company.
Call center operations often focus on two types of solutions. One option is to outsource your call center needs to a company that specializes in your industry. Many businesses find that this allows them to function more efficiently because they do not need to hire, train, and supervise their own call center staffs. The other option is to find more efficient ways of running your own call center.
Business.com provides a list of website links that could help you choose which option is best for you. By following the links on the left, you can learn more about the types of services that call center support companies offer. After exploring several businesses, you could get a better idea of whether it makes more sense for your business to outsource its call center services to another company or improve its own call center efficiency to better meet the needs of its customers.
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