Whenever we think of outsourcing, we’re willing to bet the vast majority of people start thinking of call centres.

And honestly, it’s not hard to see why. Setting up your very own call centre team can be one of the best decisions you can make for your business. Not only is it a cost-effective way of looking after all the queries that come into your business, but it can also be a huge time-saver for you and your team.

Believe it or not however, it doesn’t have to end there! There are a whole range of ways your call centre team can help your business – beyond just answering calls.

Here are just some ways we’ve seen businesses make the most of their call centre agents.

Telemarketing

Anyone who’s ever worked in sales knows that telemarketing isn’t a very fun job. Ringing people who probably don’t want to be disturbed, spruiking your product and receiving a “promise” of a callback or a curt “we’re not interested”… let’s just say it’s not the most exciting job ever.

This is where call centres come in.

Call centres are a great choice for business that source a lot of their leads through outbound phone calls. You might have a huge list of numbers that need calling on any given day. And we haven’t even gotten started on the even bigger list of numbers that need following-up.

Instead of forcing you and your sales team to spend hours on the phone chasing leads, consider setting up a call centre to take care of your outbound calls. That way, your salespeople can focus on acting on qualified leads instead of wasting time ringing numbers.

 

When setting up a call centre, your call centre agents (or in this case, sales associates) will need to be more than just persuasive. They’ll also need to be knowledgeable about the product or service you offer, as well as the benefits they bring to the table.

 

Customer service

In addition to outbound calls, many businesses also choose to outsource customer service.

Why? Funny you should ask, since we just put out a post detailing why customer service is a prime candidate for outsourcing!

In summary however, customer service is key to bringing customers back into your business. However, good customer service takes time and dedication – and as a business owner, you have bigger fish to fry.

Call centres are a great tool for getting you your time back – especially if your team is being swamped by customer service calls. Call centres take care of all inbound calls for you – queries, problems, billing enquiries, you name it.

That way, instead of answering customer questions and working yourself to death, you and your on-shore team can focus on what you do best: running your business.

If you missed our previous post about how businesses stand to benefit from outsourcing heir customer service, you can click here to get caught up.

Direct Response Non-Voice Service

Phone calls aren’t the only customer service queries your call centre agents can look after. In fact, with a little bit of training you can turn your call centre agents into all-rounders who you can rely on to look after all your customer service.

You might have noticed a lot of businesses using live chat on their websites. If this is new to you, think of it like a virtual help desk, providing customers with immediate answers from a human being.

Of course, you’ll need someone to keep an eye on your live chat to get it to work!

It’s easy for you and your team to miss the little alert that pops up in your inbox. A dedicated customer support agent on the other hand can immediately respond to any enquiries your live chat may generate.

Agents can also be a huge help in other non-voice customer service roles such as database and email management!  

Technical support

Are you an IT business? If so, you probably deal with a whole host of tech-related calls from your clients. Troubleshooting, diagnostics, installations, connections technical difficulties… how many of these calls do you receive from your clients every day?

And how much of that time could your IT team be spending on maintaining your own services and hardware?

That’s where call centres come in. Your very own call centre agents can give your IT team much-needed room to focus on their actual jobs – after all, you hired them for technical work, not customer service!

You don’t need to worry about your call centre agents’ technical knowledge. At VirtualStaff365, we’ve helped businesses source all sorts of virtual assistants for their organisations – including IT specialists. There’s no limit to the types of services a virtual assistant can help you with. If you need technically-proficient call centre agents, we can find them!

 

Outsource your customer service today with VirtualStaff365

If you’re interested in setting up your very own call centre team, you’ll need to start by finding a reliable outsourcing partner!

Virtualstaff365 helps you choose and hire the right candidates to fit for the role that you are looking for. We ensure that you get the best and the right team to work with you in growing your business. We offer:

  • Highly competitive salaries: click here to find out how much your business could save
  • No-risk guarantee: if things don’t work out, you can walk away with 24-hours notice for the first 6 months
  • Thorough hiring process: we run applicants through multiple interviews, technical checks and English-proficiency tests, minimising the risk to you

Call Neville on (03) 8842 4300 today or contact us here to talk about setting up your outsourcing solutions.