For a growing business, creating a call center or outsourcing calls is often a serious business decision. It’s made to help the business owner and other key personnel by giving them more time to focus on providing services and continuing to grow the business. If there’s one thing that we all know to be true in any business, it’s that happy clients spend money and they refer the business to others. Client acquisition is expensive. Selling to existing clients isn’t just cheaper. It’s also easier. It’s important that your existing clients have a good experience when they call your company. It’s also important that prospective clients have a good experience, too. Here are 4 call center mistakes that cost you clients.
Call Center Reps Are Focused on Quickly Ending the Call
Many call centers want their reps to take as many calls as possible during their shift. That may seem efficient, but it doesn’t create an ideal environment for your clients or prospective clients. Rushing through a call can lead to partial answers to questions, incorrect answers to questions, and clients feeling as if they’re a burden. Choose a call center that focuses on each caller and takes the necessary time to provide each caller with the information they need.
Call Center Reps Aren’t Empowered to Help
This can happen whether you outsource your calls or keep them within your company. When callers have a problem, the person they speak with should be able to help them. It’s frustrating for callers to be told that there’s nothing the rep can do. To minimize the risk of unresolved matters, make sure that you understand the most common types of problems that callers have and give reps the power to do something about it. Strive for one call resolution.
Call Center Reps Who Don’t Care about Callers
For many, taking a call center job is just that: a job. That shows to callers. You need a rep that really cares about helping your callers. Call center reps should represent the values of your company and make callers feel welcome and valued.
Most Call Centers Don’t Return Calls
Regardless of whether the call center is in-house or separate from your business, most call centers do not return phone calls on your behalf. They also do not take messages. Generally, they accept calls and, if necessary, escalate the matter to a more senior representative. If you’re looking for a total solution, consider a virtual receptionist.
Looking for Call Center Support? Consider Clients ARM
Clients ARM is a US-based remote service provider with professional call center support for your callers. Our process is easy for businesses of any size to implement. We help businesses with their customer service, client intake, billing, debt collection, and other call center needs. At Clients ARM, we pride ourselves on providing an old fashioned customer service experience. We take the time to get to know your business and we’ll take the time necessary to help your clients and prospective clients on your behalf. To learn more about how we can help your business, schedule your free consultation.