If your business is growing and experiencing increased call volume, you may find that dedicating more resources to answering the phone has an adverse effect on your operation. Although the phone ringing is often a positive sign, too many calls can cause problems.
When that happens and you begin looking for ways to manage the volume, call center outsourcing may be a viable solution.
Outsourcing Doesn’t Mean Sending Calls Overseas
Many business owners will immediately scoff at the idea of outsourcing a portion of their call volume This is generally due to outsourcing being depicted as a solution that sends jobs overseas.
While offshore outsourcing is certainly an option, a lot of outsourcing happens right here in the United States. CMS, for example, is based in the USA and never sends calls overseas.
Call Center Outsourcing Basics and Terminology
The basic idea behind call center outsourcing is that your company contracts with another company to take calls on your behalf. Instead of all those calls reaching your office, the call center answers instead.
There are a few different terms used for companies that provide communication outsourcing services, including call centers, contact centers, and answering services.
Call centers are typically bigger, more advanced operations that focus on call taking. Contact centers are similar to call centers, only they handle multiple channels of communication such as email, live chat, and social media. Answering services are often smaller and provide more simplistic services such as message taking and dispatching.
Thanks to advances in technology, many call center companies offer both basic answering services and complex custom solutions. That’s the case here at CMS where we provide solutions that are 100% personalized to the needs of each customer.
Making it Work for Your Business
Handing off your calls to a call center is far easier than you think.
At CMS, we work with you to design a custom call center account that mirrors your internal operation, supports a specific process, or supplements a portion of your business.
The way we answer the phone is a good example of this customization. If you greet callers with “Thank you for calling Top Notch Consulting Company, how may I help you?” then we would have our agents answer in the same fashion.
Similarly, if there’s already an established process for handling appointment scheduling, we would evaluate the software being utilized and try to integrate it into our workflow. Then our agents could answer calls and schedule appointments just like you do in the office.
Sometimes the call center is a distinct operation, taking calls for something the office doesn’t handle. Perhaps we function as the after-hours emergency dispatching center or the e-commerce order support hotline.
Easily Extend Your Call Taking Capabilities
The above examples illustrate the core objective of any call center outsourcing relationship, which is to implement a solution that functions as an extension of your business.
After we create your account and call handling workflow, all you have to do for us to begin taking is forward your phone lines. Calls can be forwarded on-demand 24 hours a day, so we’re always available when you need us. Overflow call center support is also an option, allowing us to start taking calls automatically whenever you’re busy.
Just like that, you have freed up time to refocus your resources without sacrificing customer service or losing potential business. You can finally relax and reap the benefits of all those calls.
Interested in using a call center to support your high call volume? Request a free quote today to learn more.