Great Ways to Use a Contact Center to Build Your Business

Imagine a small business owner whose company is taking off. The phone is ringing off the hook and calls are getting ignored simply to get the business already contracted completed. Or, a company whose growth demands customer service representatives, but with no space on-site to accommodate that new division. Perhaps you could envision an advertising campaign that calls for direct response from consumers, but you have no one to interact with those response. Companies that specialize in providing contact center services are equipped and experienced at dealing with all of these situations, and more. Businesses can avoid losing valuable profits by taking advantage of these call center services.

Contact center agents can fill many roles for your company. They can be an extension of your company, performing the duties of salesmen, customer service agents, or lead generators. With the advent of technology, agents can communicate with customers and potential clients over the phone and on the internet. Most of these services look like a large facility filled with hundreds of contact stations, where employees answer phones and respond on the internet to those contacting your company. Some run very effective software that allows you to keep track, almost in real time, of call agent productivity and customer responses. This software also helps to route calls to the agents who have the most appropriate skill level for the consumer’s needs.

These trained professionals can help find out customer needs that are not being met through your company, allowing you to make informed changes that can boost profits. They can also offer additional services or products to current clients, expanding the profitability of your customer base. With friendly, efficient representatives, customer service calls can turn into lucrative opportunities. For example, the representatives can take care of the customers’ complaints or questions and then sincerely ask about other needs or offer a special or time-sensitive offer tailored to the consumer. Utilizing soft sell offers with trained call agents is also a great sales tactic. This is when companies offer a free trial period or something similar to generate new business.

Contact center agents can make outbound calls for your business as well. They can work to generate leads, follow up on leads, or locate decision makers for company or organizational clients. They can also serve as debt collection notification agents. There are so many ways a teleservice agency can help grow your business. Why not take advantage of them and start increasing your revenue streams today?