Call Centers and Small Businesses Go Hand-in-Hand

Traditionally, the idea of a call center invoked visions of aisles filled with agents wearing headsets fielding calls for large corporations. Today however, call centers and the way businesses communicate with customers is changing. No longer are call centers limited to just large businesses, and communicating with customers involves more than just answering phone calls.

Today’s customers are online, using texting and messaging services. They want – indeed, they expect – businesses will engage and respond via these channels. For this reason, as small businesses continue to thrive, it’s become vital that contact center technology becomes a part of every business – not just large corporations.  The good news is cloud technologies and integration with other communications platforms makes contact center solutions affordable and easy to deploy for all businesses.

Here are 3 important reasons why contact center solutions should be on the technology agenda for SMBs.

Efficiency Gains

If there’s one thing that SMBs are looking for more of, it's time. Since the owner’s of these businesses are pften active employees in addition to their management functions – interacting with customers and handling day-to-day tasks – significant time savings can be achieved when call center technology is used to manage and route customer communications. It enables the right team members, who are trained to deliver quality care to customers, to be the main customer interface and give other team members time to focus on their core tasks.

Drive Sales

Customer service reps can be trained to do more than just answer routine questions. Many are also equipped to help drive sales for the business. From handing off the task of appointment setting to taking phone orders or assisting those online with completing a transaction, there are many reasons to consider a call center for your small business.  

Grow Customer Loyalty

The great thing about positive customer experiences is that they can help to drive even more business. When using a team of professional customer service agents to assist customers, there’s a greater likelihood those customers will leave their interactions feeling they are valued, and are likely to pass that sentiment on to others.

Make 2020 the year you finally bring your customer service into the modern era with a contact center solution that truly empowers your customer service personnel to deliver service excellence.

Edited by Erik Linask