Dealing with customers may not be your thing. Fortunately, there are affordable and easy-to-use solutions.
It’s hard to do everything yourself.
And yet that’s the exact challenge confronting many Canadian business owners who struggle everyday trying to stay on top of tasks for marketing, bookkeeping, and human resources management – as well as customer inquiries and requests.
But it’s that latter task that can consume all of your time and patience.
Once someone buys from your business there is a certain level of expectation. They want the product or service to perform as promised. While you want to honour that pledge, you may find it challenging to maintain your desired level of customer service and support as your business grows.
Customers want to reach you. In-house contact centre operations can be an expensive, constantly changing and an “always-on” operation that may best be served by a vendor that’s set up for it. Here’s what they have to offer your business.
To remain competitive, a modern contact centre must keep up with the latest technology. Most contact centres offer a range of services that are technology-dependent so you don’t have to be.
You’ll find services to monitor and manage email, voice, live chat, website or fax orders and inquiries, mobile text messaging, interactive voice response, and automated call-backs. Most offer 24 hour service so your customers will always be supported.
The investment required to match the kind of turnkey operation offered by an outsourced customer contact centre is intimidating. Hiring, training, and managing a team of employees – and supplying the above technology – may be both cost- and time-prohibitive to your business.
Scalable, flexible and convenient
The old idea of a “call centre” may not fit with the needs of today’s tech-savvy customers. A bank of employees sitting around answering telephone calls is no longer the situation for most modern contact centres – contact centres today integrate online, mobile and landline communications to give your small business customers state-of-the-art service options.
Worried about customer service bandwidth? The contact centre does the hiring, training and managing of its employees, so more people are available to work on your account as your business grows – just pay the additional service fees.
Less money than you may think
While fees vary according to the type and volume of services ordered, you can expect to pay between $20 and $35 per hour. There are many contact centres featuring monthly service packages from $149 and up. Some centres offer per-minute billing, as well as customized programs (for example, your industry may require some specific legal compliance requiring specialized training).
The cost of wages, employee benefits, training, office space, furniture, technology, and supervision associated with an in-house operation may be far greater than you’d pay to outsource the customer service function completely.
If you plan to go global, don’t forget the language issue in terms of customer support. You’ll want to offer customer support in the preferred language of any market you enter. Most professional contact centre vendors employ people from around the world so your business can respond to customers in any language.
A contact centre is an important bridge between your business and your prospects and customers. It should give them immediate access to the information and support they want. Outsourcing this function of your business may help your bottom line as well as enable you to focus on what you do best.
Check out this post from a YouInc member on Customer Service.
Have any tips or anecdotes about great customer service? Please share your stories with the YouInc community.