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How Small Businesses Can Utilize Call Center Technology

January 13th, 2016

In this fast-paced digital world, customers expect immediate and accurate responses to inquiries from businesses. Call center technology can help to improve the quality of customer support for your business. If you are starting a small business, it can be difficult to keep up with the demand as your business grows. This type of technology enables your business to effectively handle customer inquiries or outsource services while still maintaining control over performance.

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Q: What is the purpose of a call center for small business?

A: The purpose of using a call center for your small business is to have a main point of contact for your business. By using a call center, you can reroute all incoming phone inquiries to the center, which makes managing customer concerns convenient and reliable. In addition, dedicated call centers allow your business to place only those individuals who are the best resources for the job as agents. Trained agents can utilize their communication and conflict resolution skills to rapidly resolve customer concerns while positively impacting the reputation of your small business.

Q: How can a call center help to improve my business?

A: Many small businesses can benefit from having a call center by being able to better control company resources. They ensure that there is always someone available to handle customer inquiries and that the customer's concerns are addressed in a timely manner. Having a dedicated call center in place for your business will save your business time and improve the overall experience for both your customers and your employees.

Q: Can I use call center technology to set up a call center for my business?

A: With cloud-based call center solutions available, small businesses can now get access to secure, enterprise-level technology at a price that is affordable. These days, building dedicated call center resources no longer requires huge upfront investments or extensive maintenance contracts to keep them running. Small businesses can utilize small business software and call center technology to compete with larger businesses.

Q: What services should a call center perform?

A: Call centers are typically used to handle customer support. However, some also provide small business help by setting appointments, taking orders, or collecting feedback from customers. Call centers can also be used to perform small business marketing and sales. The services that your call center will engage in should be incorporated into your small business plan as you design your call center. As your business matures, you can also incorporate new small business ideas for your center.

Q: What do I need to set up a call center from my business?

A: First, you need to choose a location for your call center. It should be a separate area of your business, preferably a quiet room that will allow agents to have uninterrupted phone time. Next, you will need to purchase headsets, phone lines, computers, furniture and other equipment for your agents. While this may require some upfront costs, you should know that these items are tax deductible for your business.

The computers that your agents use should also have separate accounts that are only for the agents so that you can track data and maintain a call log of incoming and outgoing calls.

Q: How many agents will I need for my call center?

A: When it comes to deciding how many call center agents you will need, every business is different. The number of agents can vary based on seasonal requirements for your business, as well as, the performance and skill levels of the agents.

The Erlang calculator can help you to estimate the staffing requirements for your call center. These calculators evaluate the frequency, duration, retries, and call quality to determine the exact number of agents, phone lines and bandwidth you will need to efficiently run your call center.

Q: Which call center technology should I use?

A: There are many options for call center software. However, cloud-based solutions are generally recommended and can provide the services that you need at an affordable cost. As you review different technology, take some time to explore each available feature and then prioritize these features according to the needs of your business. If you require integration with your CRM, make sure that the call center software can provide this feature. Finally, your call center software should be easy to use, scalable, and flexible so it will continue to meet your needs as your business grows.

Q: How can I use call center technology effectively?

A: To get the most from call center technology, you should make sure that you integrate your call center with the other channels that your customers prefer. These other channels that you use to execute your marketing strategies for small business may include email, social media, video chat and instant messaging. By integrating your technology with multiple channels, you can ensure that your agents respond promptly to all inquiries regardless of the origin of the inquiry.

If you already have a group of people that answer the phones for your business, you already have a call center. However, if you want to improve the quality of customer support for your business, you must dedicate specific resources to your call center. Integrating call center technology can help to move your business forward.

CallTools.com can help you to improve your small business marketing, customer and sales support for your business. Learn how our call center solutions enables small businesses to maximize efficiency and productivity.