Small Business Guide to Call Center Outsourcing

 

Technology has made it possible for businesses to connect with customers, clients and quite literally, THE WORLD… 24 hours a day and 7 days a week. With the growing demand for 24/7 customer service availability, many large businesses never, EVER close shop. They have customer service agents ready to place your order, track your package and offer you advice no what time of day or night you call them! 

Where does this leave the small business owner?

Answering every call is important, but small business owners seldom have the time. The cost of having an inhouse call center with employees waiting by the phone 24/7 can be expensive. Many small businesses just can’t afford to hire agents, train them, put them to work AND pay them employee benefits. The lack of staff leads to poor customer service, missed sales opportunities and increased overhead expenses. 

Run your business, not a call center.

You can avoid the headaches without sacrificing customer service quality. Instead of attempting to handle all of your calls on your own, our trained representatives handle them for you, answering in the name of your business and assisting callers per your instructions.

Big business quality, small business price.

If you call a company at 2 a.m. and reach a live person who is ready to assist you, are you speaking with a big organization or small business? Most would answer a big organization, because they have the money to run a 24-7 operation.

By using OneCall as your small business call center, you too can provide 24-7 live operator assistance, and at a fraction of the cost. Unlike hiring employees, you only pay our agents while they are actively working on your behalf. And there’s no equipment to buy or infrastructure to maintain. We take care of all the details and you only pay for what you need.

Outsourcing with a professional call center that specializes in BPO services can be an ENORMOUS game changer to small business owners. 

A great call center will:

• Offer support during your business hours
• Invest in quality agents
• Offer training for agents and clients.
• Be invisible to your customers. Call centers agents will represent your business as if they were employees. They are highly knowledgeable of the products and services your business offers and can assist your customers with confidence.
• Provide omni-channel support. Your customers want to communicate on their own terms. Call centers should be equipped to service your customers via your website, email, phone, live chat, and through social networking channels. 
• Provide analytics to show productivity.
• Offer flexible billing to accommodate for slow periods.

Do your research.

Sometimes the obvious choice is not the best decision for your small business. There are many BPO call center companies available, however each of them offer different services and benefits. What type of staffing services do you need?

The two major categories of call center services are customer service and sales. The latter is responsible for scheduling appointments, taking orders and interacting with marketers who wish to advertise with a company. Customer service support makes itself available for feedback from customers. They may also make outgoing calls to customers who have not left a response on their own. With some businesses they may act as dispatchers, improving communication between employees and making sure each is aware of their personal goals for the day. Customer service support doesn’t need to communicate exclusively with phones. They may also handle the e-mail for the company.

• Customer service and support
• Afterhours 24/7 Overflow
• Business Answering Services
• eCommerce Support
• Live Chat
• Order Taking/Order Processiing
• Retail

Call center services built for your business

When you think of how your ideal call center would operate and how it would portray your business, you probably have some detailed thoughts in mind. When you partner with OneCall as your small business call center, our goal is to translate that vision and make it a reality. None of our services are one-size-fits-all and everything we do on your behalf is 100% customizable. From the way we greet your callers to the tasks we perform, everything is up to you.

Small business call center outsourcing services include:

• 24/7 small business customer service
• Live operator appointment scheduling
• Website and work ticket integration
• Small business order taking/e-commerce support
• Event and seminar registration
• Virtual receptionist and call routing
• Service dispatching and emergency relay

And the list goes on. We provide a wide variety of call center services to small businesses across the country and work closely with our clients to implement solutions that integrate with their internal operations and best serve their customers.

Make customer care a priority.

Small business call center solutions from OneCall allow small business to dedicate to high quality customer service without negatively impacting their bottom line. We provide the professional staff, technology, reporting, and expertise necessary for managing a successful call center. By working with OneCall, your small business can finally make customer care a priority.

We would appreciate the opportunity to answer any questions you may have about outsourcing your call center needs. Contact us today!

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