Does my business need a call center?
One mistake that many businesses make is refusing to invest as much in customer service as they do into the sales process. Many business owners think that customer service should be a secondary concern because it does not directly add to the revenue stream of the company. After all, after a sale is made, the company has the money; any other time that is wasted on that customer is simply taking resources away from making another sale.
There are a couple of things wrong with this type of strategic thinking: One, a business that does not invest in customer service will not have the customer loyalty that will create longevity. Two, investing in customer service is much less expensive than many business owners think. There are very cheap ways to outsource customer service luxuries such as a call center that have many advantages beyond simply providing customers with a way to address problems.
Business owners must also be incredibly wary of the ability of the customer to spread bad news via review sites such as Yelp. These websites are set up specifically to make superstars out of people who report back companies. If you gain a reputation on one of these websites as a company to avoid, you will lose out on business that you do not even know you had. The only time that you will be able to tell is when you find your market share slipping, at which point the problem will be too late to fix.
The resources of a site like register.com, which has a call center plus features that can help your company to create the appearance of a much larger corporation with customer service resources, is becoming almost a necessity in the world of online marketing. Customers simply have no time for companies that do not address their concerns the cyclically and immediately. Having an outsourced call center is an incredibly low-cost way to give yourself this capability without wasting the marketing budget that is most likely limited or the manpower of your core employees. These resources can be completely dedicated to sales while you do not have to worry about the negative potential of things to go wrong. As every business owner worth his salt knows, something will go wrong sooner or later. Why not be prepared for it instead of trying to ignore it and hope it goes away?