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5 Signs Your Business Needs a 24/7 Call Center, According to ROI CX Solutions
- Having staff readily available to help clients and prospects over the phone is an essential part of running a successful business especially when it scales up and the volume of calls grows alongside. According to Han Butler, president and co-founder of ROI CX Solutions, there are several key indicators business owners can look to determine if they need a 24/7 call center. These include customers requiring support outside of the office hours, sales prospects waiting for answers, high call volumes and long wait times, lack of budget for full-time service reps, and a lack of resources for high call volumes.
- Customers expect to be able to get support 24/7, whether you serve a geographically diverse customer base or your customers commonly experience issues or ask questions outside of normal office hours. Sales prospects who are forced to wait for answers will often reach out to someone else who can answer them, resulting in the loss of a sale.
- As your business grows and with it, call volumes, 57% of customers say the most annoying aspect of any customer service experience is long wait times. A 24/7 call center can supplement your existing team with the manpower and equipment to address high call volumes and only pass high-priority calls to your internal team.
- Hiring more full-time service reps can be surprisingly expensive with scaling operations and increasing costs. Using a 24/7 call center, businesses pay a service fee based on the level of support needed, making it easier to scale operations in line with your budget and customer service needs.
- Call center technology such as advanced IVR systems and call routing systems can be challenging and expensive to set up, but call centers already have this technology in place, allowing businesses to take advantage of it right away to improve their service offerings and productivity.
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