Call Center Risks and Rewards – Plus, What to Consider Now Before Choosing a Vendor

If you are looking for a better communications solution, a call center may be on your list of possibilities. There are a lot of options out there for your needs today. Fortunately, a little research can go a long way in helping you find the ideal call center solutions. 

A call center is a resource that can assist with several different parts of your business. There are call centers for customer service, sales, technical support, etc. You can even hire or outsource to a contact center or virtual receptionist service that can be your solution for sales and service calls, along with anything else that you need. 

When you’re searching for a better solution for your communication or sales needs, here are some things that you need to keep in mind.

The pros of call centers

There is a seemingly endless list of positive assets and attributes to consider when you’re looking into outsourcing to a call center. The best call centers offer benefits like:

• The best vendors will not only provide a free consultation, but they will offer a free demo of their services and showcase their past projects, ongoing campaigns, and other efforts. That way, you’ll know exactly what you’re getting before you decide. 

• A call center is always available. That means that even when you’re busy, sleeping, or off enjoying your family life, your business never misses a beat. You can enlist the help of 24/7 call center agents and keep your business going around the clock. 

• You can increase conversions and sales volume when you use a call center for inbound and outbound sales calls, among other tasks. These pros are expertly trained and know how to get results, which is what makes them an ideal investment. 

• Better tracking and metrics come standard when you choose a call center to field your calls. Even the best strategies often miss the mark on important metrics. Perhaps reporting is just eating up too much of your time. When you choose a top-rated call center, top-quality metrics are included. 

The cons

You do run the risk of working with a bad call center if you don’t do your homework. You can’t just choose the first vendor that you find or take someone at their word. Ask for their track record, reviews, capabilities, and other insights that will help you see just how they can provide your business with the solutions that it needs. 

If you don’t choose a quality call center, you also run the risk of:

• Having agents harass your callers because they don’t use appropriate tactics

• Missing out on important communications

• Creating a negative impression of your sales or service department

• Losing money and customers 

Some people will say that the fact that your business isn’t the one answering the phone is a big risk, but when you partner with the best call center solutions, they’ll act as the face of your company for seamless communication. 

The top considerations when choosing your call center or other communications solution

There’s a lot that goes into choosing the solutions that your business uses, including things like fielding calls and handling sales. Outsourcing does offer a lot more for your money, but you’ll have to make sure that you choose the right people for the job. Before you hire someone to help with your telephone communications (and anything else you need), consider the following:

What do you expect from a call center or partner?

Think about what you want or expect here. Everyone has different needs and there’s a lot that you will have to consider. Do you want someone for sales calls only? Perhaps you’re looking for a team to handle after-hours calls or the live chat on your website—regardless of what “it” is, make sure that you have an idea before you start searching for your best partnership. 

How much can you afford to spend?

While you shouldn’t base your decision on cost alone, there are often outsourced solutions that are a lot more affordable than people realize. It could be a great option for those who need the assistance of a call center-like service without the high price tag. Even if you can afford it, you’ll at least know now how to proceed. 

Is their mission aligned with ours?

As a business leader, it’s important for you to only partner with and outsource to those who are on the same page. If you are trying to improve customer service, for example, you wouldn’t choose a results-driven call center that focuses on getting as many calls in as possible. You’d choose a service that offers a more personal touch because that’s what your audience wants. 

How long have they been offering this service?

Outsourced sales and support aren’t something that can just be set up overnight. It takes time, dedication, and years of practice to get it right. You don’t necessarily need the oldest company in the industry, but you should take the time to find someone with a proven track record of success, including success in evolving over the years with the changing needs of sales and service in the business world. 

Speaking of success, create your perfect partnership when you choose the virtual agents at Smith.ai

Get rid of the risk and reap all the rewards of working with a reputable communications and admin solution when you choose the 24/7 virtual receptionists at Smith.ai. Our dedicated agents can assist with everything from inbound and outbound sales and support complete with a custom strategy to services like:

• Scheduling
• Lead intake and qualification
• After-hours call answering
• Live website chat
• SMS message answering
• Payment collection 
• And so much more!

To learn more, schedule your consultation to discuss what our 24/7 virtual receptionists can do to help your business with sales calls, as well as other admin and communication needs. You can also reach us at hello@smith.ai or (650) 727-6484.