Business experts have revealed that a click-to-call ad can make a world of difference in a business. In one survey, 70% of the participants said they would hesitate to make an online purchase if there was no contact number on the seller’s website. Would you risk investing in a bank that didn’t have a call center? Definitely not. There has to be someone available to answer your questions or to calm your frayed nerves when you’re unhappy with the product.
This explains why call centers have become an integral part of many organizations today. Thanks to the changing trends, call centers don’t necessarily have to be situated in physical office facilities in an organization. It is easy to start a productive call center with little or no money. And most of your call center tools can be in the cloud. Every day, many small businesses set up remote customer experience centers and run them from the comfort of their homes. Research has shown that remotely run call centers are more cost-effective and the agents are usually more productive.
While it is difficult to pinpoint the organization that established the very first customer support center, some people believe that homemakers in the US, in the 1950’s were the first people to operate call centers. According to them, these women used their telephones to contact their friends in order to sell some products to them.
It is however, arguable if these women can be regarded as call center agents, bearing in mind that the contemporary call center agent has a completely different job description from those of the 1950’s women trying to make extra income from their homes. And there is a lot we can learn from their marketing strategies.
Although call centers are generally seen as a place where customers and potential customers can make enquiries, lay complaints and get information, experts have stressed that a call center can with the right method contribute a great deal to increase in sales. Still not convinced? In this article, we will explore the various ways in which a customer experience center can increase sales and boost business profits.
Increases Customer Satisfaction
One of the most annoying things about emailing is the length of time you are required to wait for a reply. And we live in a high-tech, fast paced world, where no one wants to be left behind. If you can get something with the click of the button, why should you wait? Why not take your money to that other business, where you can get what you want within seconds?
That’s how customers think. They feel frustrated and dissatisfied when they have to wait on a queue. With the right call center tools, you can keep your clients satisfied. For instance, you can integrate chatbots and other conversational AI into your website, so that customers can find answers to their questions. Listing a hotline on your page will help you win the customer’s trust and confidence. It’s the easiest way to keep them coming back for more.
Do your best to reduce on-hold durations. A customer who is willing to make an order but is put on hold for too long may get frustrated and eventually take their money to another business that has a faster response time. Maximize your business opportunities. Start an AI-powered contact center and you’ll notice a corresponding increase in sales and turnover.
Customer Service Agents Double As Brand Ambassadors.
Most of the time, call center agents act as brand ambassadors. You may have wonderful billboards and other forms of advertisement to market your company. However, your customer experience center will determine if customers will take you seriously or not.
The reputation of your company literally rests squarely with how professional and efficient your call center agents are, especially while handling inquiries, complaints and praise.
As brand ambassadors, call center agents will need to know everything about the products and services on their fingertips. These days, artificial intelligence assist humans in finding the information the customers need. AI-powered tools reduce call transfers and other unnecessary delays that irritate customers. This, in turn, will save time and boost the productivity of your call center. Ultimately, you will have happier customers and more purchases
Improves Goods And Services
One of the most important advantages of having a call center is that it makes it easier for you to get feedback from customers. And of course, customer feedback makes it easier for you to boost customer satisfaction and brand loyalty. Successful businesses take time to find out what their customers need and what they don’t care about. The information can help you to improve your goods and services.
Excellent products and services are guaranteed to keep the customers satisfied, loyal and proud. Such clients often become brand ambassadors who will introduce new customers and increase business sales.
Great Marketing Tool
A well-deployed call center and well-trained customer service agents both make excellent marketing tools for any organization. People call into a call center because they have a complaint, or an inquiry or they want to make a purchase. They therefore pay attention to get the best information from the customer care officer.
Many call centers make the mistake of putting off callers by offering redundant information or music when callers are on-hold. Your business can make more strategic marketing decisions. You can take advantage of the on-hold period to introduce callers to new products and services or other useful information. Once a caller’s interest is piqued, the caller will like to know more, which may lead to more sales.
Helps In Upsell And Cross Sell
With the right training, your call center staff can be turned into upsell and cross sell agents. Yes, call centers handle a lot of orders, questions and complaints from customers, but they can suggest additional products and services to go with sales. This will certainly help to improve sales.
If your call center agents are familiar with your products and services, they can orchestrate follow-ups with potential customers until a purchase has been made. When your company does not have the exact product or service that a caller is looking for, a good call center agent can recommend similar ones that your business has.
The success of your business depends on the healthy relationship of all the component parts. Do not treat the call center as an out fringe part of your business. Do your best to integrate artificial intelligence tools because they can boost the efficiency of your call center software. With the right tools and equipment, the call center can be turned into a great marketing department that will generate more revenue for your company. So don’t wait too long to start that call center.