Engaging a call centre can not only help your business field customer service calls, but it can also offer other little-known beneficial services. A call centre can work to better retain current customers, which leads to higher profitability and user satisfaction. An effectively run call centre can keep customers happy no matter their concerns and allows for quick communication when needed. There is also an element of flexibility added to the service you provide, which customers find attractive and they are more likely to rely on you as an organization if they feel they are always heard.
Here are a few of the services provided, that you may not have thought of:
1. Predictive Dialling
Predictive dialling is an effective and useful way to flag and chase leads. It can also help to filter out the customers who aren’t interested and focus on the ones who are. This saves your business and workforce many wasted hours, as the call centre can act as the primary point of contact, leaving the other workers to focus on supplying the goods and services without the distraction of trying to chase customers.
2. Customer Habits
Call centre technology can list and record customer habits, making it much easier to retain existing customers and limiting the need to spend significant time and money on marketing to chase new customers. It is a well-known fact that retaining existing customers is up to 8 times cheaper than attracting new ones using marketing tactics. It is also said that by having long-term loyal customers, overall business profits will be up by more than 5%.
3. Headsets and Queue Technology
Engaging a call centre means your customers will always speak to someone when they call in. They won’t simply get a voicemail service on the other end of the line, which would leave you likely to miss any complaints or queries.
By having call centre staff set up with improved headset technology and queue provisions, the customer will feel reassured that they are in line and will be heard very shortly, rather than worrying if their message has been received or worrying that they won’t get a call back. Customers do not want to wait long periods of time to deal with problems they may be having. The quicker they’re dealt with, the less frustrated they become, meaning a better chance of preserving the relationship with them and keeping them happy.
Call centre computer software can significantly reduce queue times and make the workplace more efficient, which creates a fair and prompt way of dealing with customers, lessening the chance of the customer deciding to go elsewhere for their products or services.
4. Feedback Systems
Call centre systems are well-equipped with the technology to store and analyze feedback, enabling the business to maintain the service when the customer is happy and adapt quickly when the customer is dissatisfied. This can be cost-effective market research, as the information gathered and recorded will be used to continually develop better customer service, which is paramount to the future success of the business.
5. Skill-Based Routing
Each call centre agent can be routed calls based on their unique skill sets, their knowledge about specific products, or their skills in complaints and negotiation tactics. Skill-based routing means the customer can be directed to the agent with the best ability to rectify their concerns.
6. Reduce Dead Time
Dead time consists of the time taken for workers to search through lists, dial numbers, and make notes while not on a call with a customer. Professional call centre software can almost abolish this wasted time, improving overall productivity.
There are many services a call centre can add to your organization beyond answering phone calls to improve overall efficiency and customer service.