If you’re doing business over the telephone you can’t leave any call unattended. There’s no such thing as a stray call. It is said many sales calls come in long after office hours.
To solve this, businesses resort to hiring receptionists and virtual assistants. They are hired to take in and handle calls on long holidays. There’s no doubt about how receptionists can help your company. The question is, how much can they increase sales?
But examined closely it’s not an issue about cost either. It’s you knowing which answering service company can best handle your company’s needs. For starters, BPO companies offer their clients a well-trained team that handles calls 24/7, all throughout the year. This set up works best when your company is engaged in order taking, appointment setting, order processing, complaint handling, reservations, or handling calls and taking down messages.
In terms of specialty most answering and call processing specialists have pretty much the same level of expertise. Some offer customized services while others offer superior technology. Basically, BPOs have these things in common:
1. They have well trained representatives who handle calls professionally. Answering service providers hire customer service associates who deal with clients the way you your own team would deal with them. This personal approach to call answering guarantees that your company reputation gets across to your clients just the way you want it. This goes so seamlessly that it increases your customer’s trust.
2. Customized services. There are companies who hire members of their team according to the needs of their clients. For example, if a client is a part of the software industry, BPOS hire IT graduates to make sure their customers get credible answers to their questions.
Outsourcing hour after hour business calls, then, is an effective way to boost your company’s image. At the same time it increases performance, customer confidence and satisfaction.
The economic side of outsourcing after hour calls
Hiring a Business Process Outsourcing (BPO) firm to handle your calls costs cheaper than hiring and training your own team specifically for that purpose. You need to use your own office equipment for that; while an outsourced team has its own hardware and software, working in their own office.
When this is taken care of, the only thing you need to ensure is the quality of the answering service staff that handles the call. You get the upper hand in that because you are part of the hiring and selection process.
Outsourcing has given businesses far-reaching mileage their sales campaign, at a reasonably low price. Small wonder then that most back office and support operations are being outsourced today.