5 Reasons Your Small Business Should be Outsourcing Their Customer Service Processes

Outsourcing Customer Service
When you own or manage a small business, you may often feel that some of the greatest resources are out of reach. Due to small budgets or a lack of support, you may feel that your business’ potential to grow is limited. It is because of this that many small businesses often fail to identify opportunities that could lead to increased profits.

Both large and small businesses routinely outsource services like payroll processing, accounting, marketing, and many other critical business functions. Outsourcing customer service processes is quickly becoming a valuable service for many small businesses as a way to scale to need and cut costs.

Here are some ways that your small business can benefit from outsourcing your customer processes to a professional answering service:

  1. 1. Grow with Demand as It’s Needed
    When your business is growing, you will go through waves of the amount of volume you receive on any given day. An experienced answering service can scale to these needs with no effort on your part.
  2. 2. Minimize Your Overhead Costs
    As your business grows, your expenses will as well. You will need to hire, train, and insure each person that joins your team and provide those individuals with a workspace and computer. When you invest in a professional answering service, those expenses are a thing of the past.
  3. 3. Quick Set up When the Time Comes
    When you’re setting up a call center for your business, you can expect weeks or even  months to pass before you’re fully operational.
  4. 4. Focus on Growth, Not on the Day to Day
    Most small business owners will tell you that they wear many hats – they handle the marketing, the paperwork, the management, the product, and so on. It is because of this that many rely heavily on consultant services so that they can put their efforts toward growing their business. Call centers make it easy for business owners to focus on being where their prospects are so that they can nurture that relationship.
  5. 5. Attend to Your Customers 24/7
    It doesn’t matter what type of business you run, your customers can call at any time. An answering service makes it easy to keep your business “open” 24/7 without additional costs.

We understand that your small business is something that you take a lot of pride in and we respect that. If you’re interested in growing your business by partnering with a professional call center, consider partnering with one that can scale to meet your needs. Responsive Call Center understands the needs of small businesses. Contact us today to learn how we can help you grow.

Our Menu of Services Includes . . .

Responsive Outbound and Inbound Call Center Services

Managing a call center goes far beyond answering calls. Here at Responsive Call Center, we understand that no matter what service your call center offers, a lot happens on the backend. What is important to an outbound sales call center may not be relevant to inbound tech support. This is why we offer a wide range of services to accommodate call centers of all types.

Inbound Call Center Services

An inbound call center may offer customer service to existing clients who are looking to update their account, get information about their bill, or place orders for new products. Responsive Call Center specializes in managing customer service calls by ensuring the tone and process fits your brand.

Customer service representatives play a critical role in any business. When customers feel as if their business is not appreciated or their problem is not being solved, they may take their business elsewhere. This is dangerous for any answering service or call center. Our trained agents are prepared for critical calls and will work to defuse situations to avoid potential loss.

Additionally, our quality assurance process includes recording all calls in the event that they need to be referenced later.

We offer several inbound services including order management and fulfillment, tech support, virtual receptionist services and bilingual services.

Outbound Call Center Services

When it comes to outbound call center services, Responsive Call Center offers everything you need to capture quality leads and reach outbound goals.

Our outbound call center services can begin long before a call is made. We know the time and effort that goes into contacting prospects. Poor quality leads can be a waste of time and money. We offer lead screening service to ensure that poor quality leads are removed from the database.

Responsive Call Center offers a wide range of services to empower outbound call centers to build their business at every stage of their customers’ journey. We offer credit card processing, ACH services and other payment options in order to move customers forward. Whether your customers are behind on a payment or need to update the card on file, we can handle it.

Our answering service acts as an extension of your business, making it easy to stay open longer hours without worrying about staffing and maintaining professional conversations with your clients. After forty years of partnering with industries of all types, we have learned what drives business in the right direction. We are proud to partner with you to increase sales, build client relationships and minimize customer turn over. Let’s do business together!

The Evolution of the Call Center

Evolution of the Call Center

At some point in our lives, each of us will have to pick up our phone and dial a number that will inevitably lead us to an individual in the middle of a call center. Call centers offer a wide range of services to consumers – customer service, tech support, and sales. Call centers have evolved greatly over the last several decades and they continue to update their technologies to be more modern and to meet customers’ needs.

Call centers have been around since the 1960s when Private Manual Branch Exchanges (PBMXs) were used to manually connect callers to the proper extension. Call center agents would be lined up in a row where they could handle customer requests easily. During this time these services were often used by larger companies that received a high volume of incoming calls that needed to be routed to a specific person or department.

In the mid-1970s, call center technology expanded to include telephone sales, airline reservations, and banking systems. It was also during the 1970s that computer telephony integrations changed the caller’s journey from a manual transfer to automatic. It was during the 1980s that the term “call center” was officially coined in a publication called Data Communications.

Call center technology continued to grow through the late 1970s. Call centers could take in even more calls at a time than with a PBMX thanks to more advanced machines. Automatic Call Distributor (ACDs) paved the way for large scale call centers like the ones we currently know today.

During the 1980s and 1990s, call center services continued to expand. Customers could place orders from catalogs, update their personal account information, and so much more. Interactive Voice Response (IVR) systems made it easy for customers to make selections on their own from within the phone system to be navigated to the department.

The Internet changed a lot when it came to telecommunications. Companies began using Internet websites as a primary contact point for sales and help desk support.

In present day, customer service can now be handled via phone calls, online chat, email response, and even social media outlets as an additional opportunity to connect. Remote desktop has made it far easier for technical support issues to be solved. Cloud-based technology makes it easier for businesses to store data offsite.

Call centers have become an irreplaceable part of almost every major business and they will continue to evolve to meet customer trends and changes.

Outbound Call Center Services: Quality Assurance

Outbound Call Center Services - Quality Assurance

Each day, hundreds, and perhaps even thousands, of calls enter and exit your call center’s ecosystem. Each caller has a story to tell about their interaction with your business and the individuals who represent it. Whether your customer hung up the phone frustrated because their issue wasn’t resolved or the customer is happy because all of their requirements were met – their experience can help your business improve.

Quality Assurance Improves Business

Investing in a Quality Assurance (QA) team can be a hefty expense. Before you hire your first QA Specialist, you will need to invest in scalable technology that can monitor calls, record calls, store data from those calls, and capture meaningful insights from those calls.

Once you have the technology in place you have to hire, train, and coach your new team to understand what to look for as potential red flags on calls. This takes time and a lot of money in order to create effective processes that are the result of lots of trial and error to determine what works.

A skilled Quality Assurance company has worked over a wide range of business types and industries. Their hands-on experience makes it easy to go from having no QA strategy at all to a robust and experienced team working behind the scenes.

Determine If Tried & True Methods Are No Longer Effective

Quality Assurance includes monitoring calls and keeping track of any identifiable trends within the organization. As industries trend, customers’ needs change as well. If old processes are no longer effective, it may be time to reexamine how your agents are attempting to solve problems.

A skilled QA team will take the time to listen to your calls, determining what your customers pain point was and how your agent handled the call and offered a resolution. After analyzing calls and taking note of these trends, suggestions can be made to meet clients’ current needs rather than relying on what was safe or effective at another time.

Outbound Calls to Ensure Quality

After your customer has ended a call with one of your agents, a skilled Quality Assurance agent can reach out to follow up on the outcome. This touchpoint can be crucial in both determining what worked and in ensuring that your customer is satisfied.

When it comes to running a successful call center, business owners must invest in a high-quality Quality Assurance program. By partnering with a professional service such as Responsive Call Center, businesses ensure that their calls are being monitored using only the highest and most advanced technology available and by professional QA agents that understand quality policies and procedures. Contact Responsive Call Center today to discuss a QA plan for your business.

Your Answering Tone – Why It Matters and How We Can Help

Why Answering Tone Matters

 

“I’ve learned that people will forget what you said, people will forget what you did,
but people will never forget how you made them feel.”
-Maya Angelou

First impressions can make or break a customer relationship. When your initial opportunity to connect with a customer happens over the phone, certain standards need to be upheld for a successful impression to be made. An answering service may just be the answer to establishing consistent quality call management in your business. Remember, it’s not only what you say but how you make the customer feel by your tone, attentiveness and ability to respond, effectively.

What is “Tone”?

Tone as defined by the Merriam-Webster dictionary is, “A quality, feeling, or attitude expressed by the words that someone uses in speaking or writing.” For instance, a salesman may provoke excitement and loyalty in a new customer by cheerfully offering an insider discount or deal as if he were a close friend. In this same line of thought, a customer support representative could let out a huge sigh or respond in a low, monotone voice, indicating exhaustion, frustration or boredom caused by the customer’s inquiry. Either way, positive or negative, the vibe given off will be felt by the customer and, ultimately, will determine whether or not he or she returns.

The Impact of Tone on Customer Satisfaction

“In the first survey conducted by Software Advice, 65% of customers preferred their support staff to have a “casual” tone”. The use of natural, less formal language, including contractions and exclamations, can be a major benefit over the phone, according to statistics, but it is also a safe route to maintain a neutral tone. Human connection and the ability to relate to customers on a personal level helps gain trust and cooperation in service support situations. A common tip for a top-notch phone voice is to smile while speaking; your smile will be reflected in your tone to the customer. In addition, there is a tone for each specific scenario. For example, if a customer is angry, a call representative would not want to laugh or crack jokes. The easier it is for the customer to gain acknowledgment through tone signifiers that he or she has been heard and is on the way to a solution, the higher acquisition and retention rates will be.

Conquer Quality Call Management

One highly ranked option to ensure consistent quality call management in your business is to employ an answering service, such as Responsive Call Center, to handle incoming and outbound customer calls, around-the-clock. Answering service professionals are highly trained on phone etiquette and customer satisfaction, and reps are an actual extension of your brand and provide customer confidentiality. Are you on top of your team’s tone?  Request a free consultation from Responsive Call Center today!