Many people associate a call center with telemarketers trying to sell you something. Times have changed, and you can now see “scam likely” when the phone rings. Robocalls have become a primary source of telemarketing today and they’re only getting more common. Despite technological innovations, call centers still get mistaken as having a bad reputation.
Today, call centers are essential to providing excellent customer service and support. Many companies use these outside resources to grow and succeed. Unfortunately, misconceptions continue to surround call centers. Once the myths are debunked, you’ll see the real benefits of hiring external help.
People No Longer Call in for Customer Support
With technology at our fingertips, some people think customers prefer using online support. Believe it or not, when someone has a problem, they would rather connect with a person over the phone. The impression that customers first go to chatbots and online forums is untrue.
It requires fewer steps for customers to call a number when contacting a company. Typing an email or filling out an online form takes more time. Customers whose first instinct is to go to a website for support are often in a younger demographic, but many surveys confirm that most people prefer to call in.
Calling customer support provides a faster resolution to problems. When you get a representative on the phone, the reply is quick. Contacting customer service online leaves you waiting for a response. You spend more time checking your phone for an email than if you just called the company.
Call Center Agents Are Not Productive
Call centers invest in their people and spend four to six months training their agents. All representatives have to meet a set of performance standards. A call center answering service prepares their staff and ensures they’re fit for the job. All agents must be ready to provide the best customer service possible.
Call center agents are generally young, have great people skills, and are enthusiastic. Many customer service representatives are hard-working and have a college degree. Salaries for agents are reasonable, around the same amount as a teacher.
Working for a call center can be enjoyable, and management often rewards the employees for good resolution rates. Incentives help retain the agents by providing them with a positive work experience. Creating an optimal environment increases productivity and motivation.
Call Centers Can Be Replaced by Automation
Automation or robots may be the most cost-effective solution, but they aren’t what customers want. Call agents fear that they’ll be replaced with AI or other technology one day, but as it stands, there’s still heavy demand for call centers.
Customers like a personal touch when they call a company with an issue. Talking to a representative on the phone is important to many people. Having a call center lets you foster relationships and build a base of loyal customers.
Automation is a valuable tool for predetermined scenarios that your business often sees. Generating easy access to FAQs, for example, is a great use-case; to maintain customer satisfaction, however, offer a quick option to speak to an agent.
Not an Accurate Representation of Your Company
Call center agents are trained on your brand, so they know how to approach your customers. Representatives are an extension of your company and make operations easier. Working with a call center gives you an invaluable business partnership.
You can provide scripts and guidelines for the agents who speak to your customers. Call center management ensures that the staff follows the dialogue. The customer service representatives will remain on point with your brand’s procedures.
Agents in call centers are trained on your company’s processes, tone, and voice. When customers call, the representatives positively reflect your business. Call centers hire friendly professionals who provide a more personal service.
Call Centers Are Costly
The cost of a call center depends on the demand from your customers. You need to look at how many requests you get a day and the number of employees required. Call centers can provide different skill sets, like a team for tech support.
Large companies with an in-house setup incur higher costs than those leveraging a call center. Outsourcing the work to agents is less expensive than hiring internally. You’ll also save on equipment costs and won’t have to buy phones, headsets, or computers.
All Call Centers Are Offshore
Many people falsely believe all call centers are located outside the United States. This myth makes business leaders shy away from hiring external support. A common fear is that agents may have a culture or language barrier.
In fact, there are plenty of local call centers throughout the United States. You can offer your customers excellent service and a positive experience. Call centers often have bilingual agents available to suit your company’s needs.
Consider Working With a Call Center
Debunking the myths surrounding call centers shows that they offer many benefits. Small and large businesses can focus on growth by outsourcing customer support. Agents spend months training to learn how to serve your company’s needs best.
Working with a call center is much more affordable than people think, and many are based in the U.S. Having a team of agents dedicated to customer service improves business operations. You can vet several call centers and find one that best suits your needs — and more importantly, the needs of your customers.