When you think of a call center, you probably think of a room full of people that are sitting in cubicles and handling phones calls on t heir headphones. You may picture a room full of people of Indian or Pilipino descent.
While those countries have call centers and many companies hire them for their services, it doesn’t mean that your company has to do the same. You may prefer to go locally and hire in the US because you want to make sure your callers hear a US accent and someone speaking perfect English.
There are some myths about hiring a call center and one of those is that you can only hire overseas call centers for your company’s needs. Along with this myth, here is a look at the top four myths that many people believe about call centers, finally debunked.
A call center won’t help your business
Some people think that a call center can’t help your business because in order to solve your customer’s problems, you need an entire customer service department. In reality, you can certainly work with a call center to customize your needs with how they handle the phone calls with your customers. You can customize a script and make a plan for call routing procedures in order to make sure their questions are answered and problems are handled.
By providing the call center with procedures for your business, you don’t need a customer service department to handle their inquiries; just someone that can transfer calls to the correct people, take messages when needed and answering frequently asked questions for you. In addition, they can take care of scheduling appointments, taking orders and generating leads with outbound calls which is the same tasks you’d ask your customer service department to handle.
Call centers probably wouldn’t work with my industry
Don’t worry about whether or not a call center would work in your industry; they can handle just about any industry. If you work in a specialized industry where some of the terminology may be unique, you can look for a call center that is familiar with it. This happens often in the medical and dental fields, construction and landscaping, as well as plumbing, energy and even education.
Call centers are most common in the tech field and marketing industry but they are more than capable of working with any field that inquires for their services. In some cases, they may need a small learning curve or extra training to get up-to-speed with what your company needs specifically.
You’ll have to outsource all calls to the call center
You may be concerned that bringing on a call center will cause you to have to outsource every call to them. You may not want them to take every single call and that’s okay; the call center will operate when you’d like.
They can work 24/7 in order to cover your calls during your busy work day, before and after hours as well as on weekends and holidays, but you don’t have to use them to that extent. They are very flexible and are used to companies wanting them only outside of office hours or all day. You can still use your in-house staff members on the phone while also bringing a call center on as an add-on or when needed.
People won’t want to talk to someone with an accent
Similar to the first myth about having to use a call center in another country, you may believe that people also wouldn’t want to talk to someone with an accent. Many people think that using a call center in another country is bad because of the accent and language barrier but in reality, your customer isn’t going to be happy due to the inability to solve their problem regardless of the voice on the other end.
They don’t care who is helping them as long as they are receiving the help they called for. You can still outsource your calls to another country if you so choose because your callers just want someone that can communicate efficiently and help them get a solution to their problem, regardless of their accent or nationality.
These are the top 4 reasons people are hesitant to hire a call center and now they are debunked. They are a great tool for companies of any size or of any industry.