Answering every call is critical to the success of your business. The problem is, most small business owners don’t have the time. While hiring additional staff to answer calls is an option, it can be expensive, as it requires training—and hiring someone quickly is often easier said than done. Answering services, specifically those based in the US, offer an excellent way for your small business to provide telephone support to your clients without trying to keep up with calls on your own. Here are a few of the common (and often misguided) expectations surrounding answering services for small businesses, as well as information on what outsourcing your business calls may actually be like.
Common Expectations vs. How Small Business Call Centers Really Work
Many small business owners consider hiring a call center, but they go into their search with certain expectations, that are often unrealistic. Here are a few examples:
Call Centers Are Too Expensive for My Small Business
Small business owners often acknowledge the benefits of hiring an answering service, but they believe it’s too expensive. In truth, working with a call center is an affordable solution that’s much cheaper than hiring full-time staff to answer the phones. Many services only charge for the time spent on the phone with your customers, so you only pay when you use the service. And remember, consumers purchase from small businesses that offer excellent customer service, so you can’t afford to let calls go unanswered.
My Sales Won’t Compensate for the Extra Spend
Maybe you think hiring a good answering service will help you answer calls, but it won’t help you boost sales. Guess again. A call center offers a bridge between you and your customers, ensuring your customers get quick service when they call in—which can, in turn, boost sales for your company. According to Salesforce Research, “88% of customers say good customer service makes them more likely to purchase again.”
There May Be Language Barriers If I Hire a Call Center
Some small business owners worry that language barriers will be a problem when they hire a call center. You may have heard customers of other companies complaining about outsourced customer service from foreign countries. While often cost effective and suited to support the 24/7 demands of a business, these offshore call centers often experience high levels of miscommunication and caller dissatisfaction. This is why many small businesses hire US-based answering services with agents who speak English fluently. If you serve customers that speak other languages, you may also want to consider a service that provides bilingual agents who can overcome languages barriers to ensure your callers get the best possible service.
What You Should Really Expect from US Answering Services for Small Businesses
So, now we’ve addressed some of the most common misconceptions surrounding call centers for small businesses, what should you really expect?
- 24-Hour, Fast Customer Service – You never want your customers to have to stay on hold or deal with a voicemail. When you work with a good call center, your business will be able to offer 24-hour, fast customer service and message taking to ensure your callers always speak to a live person when they need help.
- English Proficiency – Nothing is as frustrating to already upset callers than speaking to someone who isn’t proficient in their language. In fact, this can be problematic enough to cost you a customer. Your operators should be proficient in the language your customers speak—whether that’s English, Spanish or both—and able to provide callers with the best possible experience.
- Email Response and Live Chat – Beyond answering the phones, your small business may require fast email response services, live chat assistance, or other virtual call center services that help businesses grow. Find out what services are available to ensure you’re covered, no matter how your clients contact your business.
- Lead Capture Services – Every small business wants to grow, and the only way to do that is to keep current customers happy and bring in new customers. If you’re not doing a great job at answering calls to your business, you’re missing out on a lot of leads. An answering service can ensure you’re answering every call and capturing leads, so you’re able to continue growing your business.
- Customized Solutions – Every small business is different, and a one-size-fits-all package doesn’t ensure you get the services you want and need. Take the time to understand how a custom solution that meets your specific needs could work within the parameters of your budget.
Customer Contact Services: The Best Small Business Call Center
At Customer Contact Services, our small business call center offers a personalized level of care that you won’t find anywhere else. We work to get to know every small business client, developing solutions that fit your needs while helping you grow your business. When you need 24-7-365 service for your client, we’re here to help.
Interested in learning more? Reach out today to talk with a member of our team. And, in the meantime, check out this article on how to increase your small business’s bottom line.