The decision to use a call center is an important milestone in the life of a growing business. As the use of remote telemarketing services grows, so does the quality of services available to companies.
A call center is a powerful tool for businesses that are ready to scale. With today’s technology, call centers deliver professional, reliable support that keeps operations running smoothly and enhances customer satisfaction. If any of the signs below sound familiar, it may be the right time to explore how a call center can help your business grow.
1. Business Is Growing, and So Are Your Call Volumes
Growth often means more calls from your customers. This could mean a sudden spike in placing orders, help with new product support, patients booking or rescheduling appointments, or members with questions about services and benefits. If those calls are overwhelming your in-house staff, response times drop and customer frustration rises. A call center gives you trained agents ready to handle the increase, ensuring every caller gets the attention they need without overloading your team.
2. You’re Unable to Handle Queries During Peak Hours
Perhaps you have sufficient staff members to field calls 80% of the time. That remaining 20% shouldn’t be overlooked, particularly in industries such as healthcare and technology where fast response times are critical.
High abandonment rates usually mean patients miss appointments, customers can’t complete orders, or members don’t get the support they need. A call center can step in to manage those peak times, reduce hold times, and make sure every caller gets timely assistance without overloading your staff.
3. To Improve Customer Service with Live Agents
We’ve said it before: people like to hear a human voice on the other end of the line. One study found that over half of callers want a human being to handle certain types of questions, according to Business Wire. Some information can be found easily using automated technologies, while sensitive or more nuanced subjects require a live agent to address them.
What’s more notable is only 17% of people polled said they prefer to interact with virtual assistants. Since you don’t always know which category a caller will fall into, it’s better to be prepared for complex situations when they arise.
4. To Free Up Your Attention and Resources
It’s not AI versus agents but the quality of service that matters. When you outsource to an expert, that frees up labor, money and resources to concentrate on what your company does best. The reason U.S.-based call centers are so effective is because they are focused entirely on one thing: delivering the best customer service the industry has to offer.
Companies juggling countless other tasks are often too distracted to train their agents sufficiently and support them with the tools they need to do their jobs. The fact is, outsourced call centers that continuously educate their agents might be better equipped to address the complex questions and requests of your clientele.
5. To Streamline Disjointed Communication Systems
One advantage of using a call center is the ability to streamline outdated communication systems. Agents at top call centers can be trained to handle a wide variety of calls:
- Inbound and outbound calls
- Customer surveys
- IT and technical support
- Billing & payment processing
- Appointment scheduling and reminders
When each department has its own way of handling calls, that fragmented approach often leads to longer handling times and duplicated effort. If your system hasn’t been modernized, it may be time to partner with a contact center that offers updated technology and support. AWS by Amazon Connect, which produces customized reports supported by metrics at the client’s request, is just one innovation that helps Lighthouse Enterprises offer premium call center solutions.
Let Lighthouse Enterprises Handle Your Call Center Needs
Are you wondering whether your business needs a call center? Talk to Lighthouse Enterprises to find out how our customized services can support your needs. We regularly look for new ways to do things better.
Our new telephony system also has automated features that support agents and supervisors by flagging issues during calls. It does this by detecting certain voice details and alerting agents so issues can be caught early. For more detail on what we do, read about our recent case studies and learn how we work with different clients to ensure their success.
Call (312) 447-3259 to speak to a team member today or contact us online with any questions. Our team will help you identify the areas where our contact center can help improve your customer service.