Today, customer care is more important than ever before. Competition in virtually every industry is fierce. Small businesses, in particular, might have trouble keeping up and staying competitive.
Customer care is one area of business where companies, big and small, can truly stand apart and make a name for themselves. It’s also one of the most important factors at play when it comes to customer satisfaction and retention. If you’re struggling to manage customer care in-house, consider outsourcing to a call centre. Here are some ways it will enable you to improve customer care—and improve your business as a result.
1. No Wait Time
Today’s consumers have shorter attention spans. We live in an age of instant gratification. Your customers don’t want to wait on hold for 10 minutes, let alone an hour or more. They want to get in touch with a customer service representative right away to get their questions answered and their concerns resolved.
If your in-house employees are too busy to handle all calls in a timely manner, it’s going to hurt your customer satisfaction levels. A call centre can ensure calls are answered promptly, so your customers are left satisfied with your service and thus aren’t tempted to move on to your competitor.
2. Questions Don’t Just Come up between 9 am and 5 pm
You may try your best to answer all customer inquiries while you’re in the office. You pride yourself on your customer service abilities. But what about the calls that come in the evenings or on weekends?
If your phone lines go straight to voicemail after hours, your customers will no doubt get frustrated. They want answers now—not in 48 hours.
Call centre agents can take over after hours to ensure customers can get in touch on any day, at any time—whenever it’s convenient for them.
3. More Ways to Get in Touch
If your employees are too busy to answer all customer inquiries that come by telephone, they likely don’t have the time to reply to emails right away, either. Alternatively, you might only offer email communication and not allow customers to call in with inquiries.
Either way, you’re limiting the methods of communication your clients can use to get in touch with you, which could reduce client satisfaction. Your clientele is diverse and will prefer different means of communication. You should offer both email and phone customer service options to appeal to a greater customer base.
A call centre can take over both email and phone communication, so you can keep your customers happy, no matter how they prefer to get in contact with your company.
4. Deliver Better Service
Your in-house team is busy. When calls come in, you might have to redirect them to your assistant or secretary, who may not have all of the answers to customer questions. This can be frustrating for those on the other end of the phone—the customers who expect to speak to someone knowledgeable who can help solve their problems.
To ensure a great customer experience, you need dedicated customer service reps who have been thoroughly trained to answer all inquiries and deliver top-notch service during every call.
When you outsource customer care to a call centre, this is exactly what you’ll receive. The representatives will be well-versed in your brand, your products, and your services. They’ll have expert customer care knowledge. They’ll ensure all calls are handled expertly and all problems are resolved effectively.
If your customer care abilities are hurting your brand’s reputation or reducing your customer satisfaction and retention rates, it’s time to outsource to a call centre. This will ensure your customers are delighted every time they get in contact with your company.