Technology & Call Center Services Helps Stay Organized
When a small business tries to run a call center that sometimes run into difficulties. Your company may experience a low call volume or so many calls that your staff can’t complete other tasks. Combining call center services and new inbound technology can help your company obtain more leads and stay organized.
Outsourcing Call Center Services
One of the concerns companies have about outsourcing is a lack of information. They want to make sure that their databases are kept up to date with the latest customer information. With the advancements in cloud technology, call centers can relay information to their clients in real time. This means a customer can call a help desk and then the sales department twenty minutes later and the sales agent will have documentation on the help desk conversation.
Benefits of Call Center Services
There are times when a company wants to handle customer service and help desk issues in-house. Other times outsourcing may be more beneficial but how can a company know which one is better? Here are some ways to determine which option is best for you:
- Is your IT department overwhelmed by customer calls?
- Are you looking for a way to receive sales and customer service calls after hours?
- Does your sales staff suffer from an insufficient number of sales leads?
- Are your employees having difficulty handling calls and other tasks?
- Does your company have seasonal sales increases?
If you answered yes to any of these questions then you may want to consider call center services for your help desk, sales department or customer service. They can help you with call overflow or increasing the efficiency of your marketing department.
Call Center Technology
Whether you turn to call center services or in-house CRM you will want to look at certain technology to improve company organization. Some features include:
- Dialer Prediction: a program that dials contacts and connects the call to an agent when someone picks up on the other line.
- Available Agent: software helps route calls to the next available agent to decrease hold times.
- Monitoring Screens: management can observe the screens of call agents for training and quality assurance.
- Logging Integration: this software enters the data from a customer service call to ensure a complete and efficient entry. The program can often be programmed to remind an agent to document a call after the conversation is over.
- Blending Technology: helps a company intergrate call center, website and social media to create a complete customer service solution
- Data Mining Technology: a company can store, sort and organize data from sales and customer service to improve company marketing and products.
Best of Both Worlds
Businesses don’t have to commit to only call center services or in-house solutions. You can use a combination of the two to leverage the advantages of both types of call centers. An audit of your sales, marketing and customer service departments will help determine which strategy is best for your organization. You can hire a consultant or contact a call center service for assistance.