The Ways Cloud Is Powering Call Center Innovation
For any business owner, one of the biggest challenges associated with running a company is handling all of your communication needs. It can require a great deal of manpower to actually handle the inbound and outbound communications of your clients and also other businesses. If you aren’t equipped to handle these incoming calls, then it can reflect poorly on your business as a whole and it can cost you money that might have come about as the result of some sales. On the flip side, coming up with a plan to handle outbound marketing and communications is just as important, because it gives your company a face.
The big question then becomes, what is the most efficient way for a business owner to handle these communications needs? Since efficiency is the thing that will define the bottom line for any business, it’s imperative to handle communications in a way that saves the company money and gives the company an opportunity to handle things without issue. Cloud therefore is the answer.
One of the ways that business owners are making this happen is by using call centers to handle both their inbound and their outbound needs. Though you might not realize it, call centers actually offer quite a few different services for business owners, beyond the typical answering of telephones. So what are these services?
Direct response call handling
The cornerstone of any communications handling system is direct response. This type of call handling will help a company maximize their business’s economic capability by dealing directly with customers when they call. If people are calling, then they have immediate needs that need to be handled.
Cloud based tools
Cloud is something that no company can ignore any longer. It’s an important factor because it lowers costs, is safer to use and can allow for more flexibility. Tools which can be a great cloud addition as it helps the customer with their service needs as well as showing analytics for the call center. Many of the tools in the cloud will guide users step by step with the help they need, in real time until their task is complete.
How efficiently you take orders will define how many things you can sell. If people are interesting in buying a hot product that you’ve advertised, then it is in your best interest to have a call center take these orders for you.
Employing a whole team of customer service reps for your own company can be costly, which is why many people are using call centers to handle their customer service. These call centers have people who are trained to handle customer needs and they will make sure that your clients are handled in a way that makes them remain their clients. Since it’s on the cloud, t means that the software can be accessed anywhere and this can mean lower costs.
Telemarketing and Telesales services
Getting out the message about your company is something that you have to be willing to do, but this can take a lot of time and it’s something that not everyone is comfortable doing. For that reason, one of the best outbound communications services offered by call centers is telemarketing and telesales. They will paint your business in a positive light, while giving potential customers the chance to consider what you’re selling.
Call centers do more than just handle the direct communication with your customers. In fact, they can often help with the big things like market research. The call centers can go out and gather the information that you need in order to determine costs, advertising needs, pricing requirements, and really anything else that falls under the scope of marketing.
The combination of qualifying outbound communications and inbound communications is what makes using a call center a good idea for companies that value efficiency and the bottom line. How you perform this seemingly simple task of customer support is the question.
By Stefanie Amini
Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system. She is chief writer and editor of I want it now, a blog for Customer Service Experts. Follow her @StefWalkMe
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