Why your start-up needs a call centre and how should you choose one?
Customer orientation is the most important characteristic of start-ups. Each lost customer can negatively affect the future of the company. Just because start-ups can't afford the bigger brands doesn't mean you can't expect to lose some of your customers and make up for it by gaining new customers. While this may not be high on your priority list, experts are here to tell you why to choose Call centre projects for start-ups:
Free your employees to focus on creating a great product or service and greatly increase productivity, focus, and efficiency. Make a positive contribution to customer loyalty and retention by having dedicated, knowledgeable staff available to answer questions and help customers with issues on the go. As a start-up, you want the best for your business, and choosing the best call centre for your business is no different. When newcomers consider the idea of ??call centre outsourcing,
A call centre like Ascent BPO is more than an answering machine. They are the most common point of contact between brands and their customers. Therefore, understanding how you choose a call centre solution is just as important as understanding your needs.
Some points to consider when choosing the best call centre for your business.
1. Pricing model:
Outsourcing your call centre functions to beginners is an inexpensive option, but there is a cost associated with it. To do so, book a quote and find out which pricing model works for you. Different call centres have different customer billing methods.
Some call centres subscribe on a monthly basis, while others charge by the minute. That's why it's important to know how many customers call you to get. If you want to set up a dedicated agency for your business, common sharing usually comes from managing multiple agencies.
That's why you should choose a small or medium call centre that provides you with equally professional and quality services, but is flexible in pricing plans and can adapt to the changing needs of your business without incurring high costs.
2. Personalized service and flexibility:
Whether you are a small fish in a big pond or a big fish in a small pond, the choice is yours. Do you want to run your project with hundreds of workstations serving multiple clients? Do you think your projects will receive the same quality and attention? People and business logic tell a different story.
As a start-up, you need a call centre that works with you and shares your passion and vision. You may be experiencing an unexpected spike in volume, or you may have additional tasks that you need help with temporarily, or you may be running A/B tests and need additional resources quickly. The best start-up call centres are those that understand your changing needs and can meet them.
You may not have the right programs, and even if you do, you may need to change them frequently or suddenly. You need a call centre partner who can help you analyse your business processes, advise on deficiencies, and implement changes for you as quickly and seamlessly as possible.
3. Knowledge and experience working with start-ups:
The best way to find the best call centre for your start-up is to find someone who has experience working with start-ups because only they can understand your environment and challenges. The best way to determine this is to look for criteria that can be used to screen candidates before enrolling in the program.
If your business caters to a specific niche, it may be better to have an industry-specific agency. For example, at Ascent BPO, in addition to standard call centre services, they also provide customized call centre solutions for online fashion retailers, restaurants and salons. Increased expertise will not only speed up complaint resolution. But customers will more easily interact with these call centres. Which will have a positive impact on long-term customer retention.
4. Reports and perspectives:
You don't want a call centre to just answer customer questions. Every time a customer interacts with an agent, a huge amount of data is collected. Therefore, the next criteria are the quality of the results and the type of reporting. Looking for detailed customer information or a log of all conversations? How often would you like to receive customer visit reports?
The best entry-level call centres offer you high-quality customer call information in addition to the usual call log reports. This indicates that they are transparent.
5. Available services:
Finally, you need to know how a particular call canter handles sudden outages and system failures. How prepared are you in an emergency? The proactive measures to inform the customer and even seamlessly route calls based on an existing contingency plan?
Outages can severely affect customer relationships and loyalty. According to one study, nearly 50% of customers who have to wait more than 5 minutes due to customer service interruptions avoid a brand.
The best start-up call canter should be highly reliable and have a solid disaster recovery plan. This ensures that your start-up’s customer support is always available and, in the worst case, the error is clearly communicated to the customer.