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Call Centers: A Small Business Necessity

July 31, 2015

In today’s ultra-competitive consumer market, customers expect immediate responses and timely results. This often leaves small businesses frustrated because they do not have the man-power to manage their daily business, focus on new sales, and interact with customers. There is a solution to this issue, using a call center for customer support and order entry. Let’s take a look at the advantages of call centers for small businesses and why it should be part of your core business strategy moving forward.

  • Allows Business to Be More Productive and Efficient

                Utilizing a call center allows employees to focus on their primary responsibilities, which increases productivity and profit. The more time employees spend on the phone means less time fulfilling orders or selling product which cuts into the company’s overall profitability. A properly trained and managed call center can take on this burden freeing up your employees while still maintaining great customer service, processing incoming orders in a timely manner, and receiving valuable feedback from your customers.

  • Limits Expenses

                Hiring and training new employees can be an overwhelming expense and an extraordinary time commitment for the average small business. Hiring a call center allows the business owner to transfer this expense and commitment over to the service provider, which allows them to put resources into growing their business instead of staffing it. You will find that the cost of hiring and training a staff yourself is far more costly than the fees paid to a call center.  Software, equipment, and office space are additional large expenses that hiring a call center eliminates as well.

  • Extended Business Hours and Roll Over Support

While many larger companies have the resources to open extended days and hours this is usually not a feasible option for the small business owner.  However, by utilizing a call center a business extends their operating hours and limits the possibility of missing any sales calls or customer support issues. A call center can also be used to support your current staff by acting as a roll over option if all employees are tied up and unable to get to the call and takes the place of ineffective voicemail systems allowing the customer to speak to a live representative.

  • Customizable Programs

A call center can be customized to fit your needs. Some businesses are in need of a full service call center that can close sales, input orders, and handle any customer service issues while some simply need a virtual receptionist to take messages and schedule appointments, your program can be customized to fit your needs. All this can be done at a fraction of the cost of establishing and maintaining an in-house staff.

  • Call Recording and Analytics

Another key component of call center services is the ability to have each phone call recorded for compliance and training. This also allows you to go back and listen to any call that comes into your business for any reason. Most call center services also include a dashboard that allows you to see when and where you calls are coming from to better plan your marketing and staffing efforts.

 

                As you can see there are a number of good business reasons to utilize a call center and on top of those is the peace of mind in knowing all of your phone calls are being answered and handled in a professional manner whether you’re out in the field or taking a few days off!  Just take the time to research your options and make sure the service provided fits your business needs.

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