In today’s world, when dealing with sales and customer service activities, people expect immediate responses and timely results. For small businesses with limited staff, that can be a challenge.
It’s not easy for employees to handle all their operational responsibilities while interacting with customers. For example, sales representatives are often asked to balance a countless number of incoming and outgoing calls with a myriad of other activities, including attending staff meetings, creating proposals, and traveling to visit prospective and existing customers.
That requires a lot of planning and execution, and wasting time on non-essential calls is counterproductive. Thankfully there are tools such as call centers that can make their jobs a lot easier.
For example, these solutions can virtually eliminate voicemail, ensuring your customers feel well attended to and giving workers more time to spend on other tasks instead of listening to non-essential (or spam) messages. Call centers provide a voice to your small business clients, allowing them to take incoming calls any time of day and giving their customers the best service possible.
How Does a VOIP Call Center Work?
The first step when proposing a call center to your clients is determining which type would be ideal for their particular business.
- Inbound: this service receives calls for support and queries
- Outbound: focuses on making sales calls and generating leads
- Blended: Just as it sounds, this provides a mix of both inbound and outbound call support
Hosted VoIP relies on the internet instead of a regular phone line, which is extremely cost-effective and makes it easier to track your clients’ call center activities and related information. These solutions also allow your customers to analyze their existing processes to identify and address inefficiencies in their calling activities.
Calling Centers are for SMBs too
The term “call center” usually makes people think of large corporations or sales operations. The reality is that any business needing to organize or route its calls can benefit from implementing these services today thanks to VoIP.
Call centers are now one of the most prominent platforms for generating sales and managing customer service communications. From e-commerce and retail stores to insurance companies and travel agencies, their functionality makes it easier for many businesses to accomplish more with fewer people.
Call centers are perfect for making everyday functions easier, such as scheduling appointments, taking orders, screening spam calls, or communicating with marketers. Removing non-essential tasks from the customer service team frees those employees for more critical activities, such as making retention-related calls and upselling new services.
Benefits and Features
There are a considerable number of features that make a hosted VoIP call center a smart option for most organizations today:
- Call Queues: Instead of the usual ring, callers can hear a welcome message, a menu or hold music until an agent is available.
- Call Center Reporting: Call completion rates, answer-seizure ratio, call drop rates, lead conversion rates, agent utilization, the speed of answer, call handling time and call completion rates are among the metrics you and your clients can measure.
- Call Center Status View: This allows customers with larger teams to monitor each agent’s activities in real-time.
- Call Routing: Sends incoming calls to an individual or a queue based on set criteria, such as time of day or out of office status.
- CRM Integration: Small businesses with a customer relationship management tool will benefit greatly from this connection. For example, the integration allows agents to automatically log calls and immediately access customer information during their phone conversations.
- Voice Message Drop: Instead of spending unnecessary time customizing new messages, an employee can select from a library of prerecorded messages when leaving the office or just stepping away from their desk.
- Other useful business features include call tiering, monitoring and caller identification
Take the Next Step
Since phones are usually the primary point of contact for businesses, why not make the process as convenient and effective as possible? A call center will make your clients’ day-to-day operations easier while increasing their customer satisfaction ratings.
These solutions can also boost their revenue and fuel lead generation opportunities. Call centers are an essential part of an effective sales program. Don’t let your small business clients risk losing new revenue opportunities because of long wait times or full inboxes.
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