It is important for small business owners to cut costs when possible. However, they need to ensure that all areas of their business are being cared for properly. Many businesses are outsourcing their phone calls to call centers, which can be a highly efficient way to care for phone calls. But, you need to realize that going with a cheap call center can cost your business in the long run. The old saying goes, “You get what you pay for.” This is true, and you need to take the time to measure quality against price when looking to hire a call center.
You want to ensure that your customers are being cared for, as they are a vital part of your business. There are three aspects that are typically looked at when hiring an answering service; these include quality, price and response time. It is virtually impossible to get the best of all three with one service, but you should aim for two out of the three.
You want to be cautious of answering services that offer an introductory rate, and then raise their price after a specified amount of time. You could lock yourself into a company that ends up costing you more in the long run. Read all the fine print, and understand any stipulations that the call center might have. They could charge a premium for holidays or after hour calls. Ensure you understand all cost that is associated with their services. You could end up with a big bill when going with a company who seemed cheaper up front.
Take the time to read testimonies from past clients who have used the call center. This will give you an understanding of their service, and how others felt about it. If you are reading a lot of negative reviews, then you may want to consider another company. Your customers are the most vital part of your business, and it is important that your phone calls are handled in a professional manner.
Find Quality and Value
When looking at the quality and value of the call center, consider these elements:
- Response Times
- Customer Service
- Technology Used
When collecting bids from answering services, ensure that you look at the features they offer, and what their bid will include. You never want to go with a company who has a lot of hidden charges that will leave you with a large bill at the end of the month.
Cheap isn’t Always the Best
Just because a call center gives you a cheap quote does not mean they are the best choice. Look at the training they have received, ask if all employees are located within the United States, and see how happy others have been with their services. This will help you see the big picture, and decide if you are getting the best quality for the best price.
Employing the help of a skilled call center can help your business grow in a number of ways. However, ensure that your call center is filled with highly trained professionals that can care for your customers, and treat your business like their own.