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Topics: Call Centers

Great customer service is important for every company, but it’s almost essential for small businesses. These firms often build close alliances with their patrons, so they need to do everything they can to keep these buyers satisfied. Poor support efforts could jeopardize an organization’s working relationships and shake their shoppers’ confidence, which may ultimately cost them customers and new sales. 

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There are ways to avoid this outcome. Small businesses can start in-house customer care centers, but these options are often prohibitively expensive. They require extensive space and personnel, as well as hardware that can store customer data. While in-house support does offer greater control over a company’s communications, many small organizations can’t afford to divert these resources away from their main operations.

That’s why call centers are so effective for these merchants. They reduce customer support costs, offer state-of-the-art technology, and help small businesses care for their patrons. Unfortunately, the wrong call facility can hurt a business more than it can help. If you’re in the market for one of these solutions, you need to know where to look. 

This article can help point you in the right direction. It offers a few of the most crucial components of any contact facility. With these tips, you’ll be able to give your customers the support they deserve. Read on to learn more about the best call center solution for small businesses.

Choose an Agency That Offers Personalized Service

Want to tell your customers that you don’t care about their needs? Offer standardized, rigid support options. Companies that partner with substandard call centers usually receive service that alienates their callers. These firms may use automatic options that don’t allow customers to solve their problems, or they could employ agents that aren’t trained to meet callers’ needs. Either way, customer satisfaction suffers significantly. 

The best call center solution for small businesses involves some form of personalized service. Your agency should understand the value of treating customers like individuals and take proactive steps to achieve this goal. Try to find a firm that uses customer relationship management (CRM) software. These programs allow your representatives to call up information about your callers as soon as they contact you. When they have this data in front of them, your agents can offer more unique service. This extra effort will make your customers happier.

Use the Cloud to Your Advantage

As the introduction noted, hardware is expensive. It also requires physical storage space and regular maintenance. Why shell out for these options when you could access your customers’ information from the cloud at any time for less money? 

Every call center solution for small businesses should include the cloud in some capacity. Not only is it cost efficient, but it also allows your agents greater freedom and flexibility in how they obtain information about your customers. As a result, it offers tremendous value to any company’s customer support efforts.

Don’t Limit Your Customers—Expand Your Service Hours

The world doesn’t shut down when business hours are over. Does your customer service line do so? If that’s the case, you need to consider expanded service hours.

No matter which industry you work in, many of your customers will not be able to call during standard working times. You can't afford to neglect these callers, so you should ensure that your service line stays open on evenings and weekends. Even a move to a 24-hour model might help, depending on the size and scale of your business.

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Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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