Scale Up Business with Call Centre

Use Call Centers for scalability of your Business.

Summary of the Article

• In this article, you will learn how using a call centre can scale up your business.
• You learn what infrastructure and technology you need to set up a call centre.
• A call centre that uses CRM to record customer data can bring in a new customers experience leading to satisfied customers and customer retention.
• You will also learn how a dialer and IVR technology can route call to the right agent.

Main Content of the article

Call Centres is a centralised office space from where you can reach your business and customers through multiple level opportunities such as:

• Inbound calls
• Outbound calls
• Sales Calls
• Customer survey calls

Through just one call centre office, you can reach millions of customer through a phone call.

1: Why are Call Centre Important?

Call Centre are important because they help your business in various ways:

• Help the business scale up sustainably.
• Improves customer experience.

Here is an example of why customer experience is so important. Remember the scenario of 20-25 years ago when you had landlines? Even if you had the slightest problem with your handset, you had to go to the BSNL office and stand in long queues after receiving a token number for your complaint. Finally you would meet the concerned person for perhaps a few seconds to convey your problem.

That where call centre really helped. Now you make a phone call, speak for half a minute. and in just one call are able to resolve your problem. This is how call centres make a difference.

Today through call centres, everyone is connected whether its is a:

• Person
• NBFC
• Banking
• Telecom

2: Benefits of Call Centres

Call Center are low-cost as is the cost of settings it up including:

• Manpower
• Infrastructure
• Technology
• Connect with Customers

Call Centers are two types:

• Inbound Call Center: This call center helps to improve customer experience and take it to another level. Whatever the customer has a problem, he will call you your inbound call center and ask for help or support. He will call your call center and your agent will help the customer to resolve the issue.

For Example:

You buy a refrigerator and find that it is not coling. .. Instead of taking it to the shop for repairs, you will call the call center and an executive will visit you to resolve the problem. This is customer experience that you derive from an inbound call center.

• Outbound Call Centre: Through an outbound call center you can reach new customers in India and abroad. It increase your products reach.

3: How to Set up a Call Centre

To set a call centre, know the three important points:

• Infrastructure: There are plenty of offices and co working places where infrastructure is readily available. These are furnished with comfortable chairs and air conditioners and even have tea or coffee vending machines.
• Technology: The following few aspects of technology help build your call center and increase its scalability.
• Computer: You need desktops, laptops and system like a computer to capture customer information. The days of writing down data about customers is long over.
• CRM: You need CRM which is a customer relationship management system. CRM is a tool that helps you hit the customer experience directly. if you have a CRM That is able to capture all the customer data, then you can give the customer a new level of experience in his next interactive call. You can cite details from the last conversation.

A research study show that 84% of people to company executive are frustrated with their telephonic interaction. The CRM identifies customer problems and captures them properly within the system.

Thanks

Mohd Adil Gujjar

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