If you are like most Americans, you hate to call a place of business and get an automated system and then have to punch a bunch of numbers to get where you want to go. The biggest reason for that is no customer interaction, no personalized customer experience.
Think about it for a second, don’t you prefer to talk to a real, live, breathing person when you have to call a business on the phone? Well, if you do, then so do the customers that frequent your business.
That is where virtual contact centers come into play. Having your calls distributed among different virtual agents, whether they are at home agents or otherwise through the ACD system is the best way to give your customers the personalized customer experience they need. With that in mind, read on below for a few of the top reasons a virtual contact center is paramount to a successful business.
Never Miss Another Phone Call
When customers call your place of business they expect to get an answer. If you are closed for the day, miss the phone, or it’s after business hours, you might very well have just lost a big sale. A virtual contact center is available 24/7 to ensure that you never miss a phone call again.
Prevents Frustrated Customers
As previously stated, being on hold with a business or having to punch quite a few buttons in the hopes that you will get to a live agent is frustrating. In many cases, it can be so frustrating that the customer gives up and moves on to a business that does have a virtual contact center to meet their needs. If you are in your small business to make money, then customers leaving because of the lack of being able to find the information they want is not something you need.
Helps with Your Budget
If your business continues to grow, and hopefully it will, then eventually you are going to have to hire someone to answer your phones. Retaining the services of a virtual contact center is much less expensive than hiring someone in-house to answer the phones. In-house you have to provide insurance, hours, and vacation time, with a virtual contact center, you have to do none of that!
Helps Build Trust in Your Business
If you are running a business, then you probably already know that most customers will not buy a product if they have problems, questions or concerns about the product or service? If they can’t get in touch with your business, then how do they get those concerns addressed? They don’t. Having a virtual contact center on board helps to get those questions answered in a professional, friendly, and prompt amount of time.
These are just a few of the top reasons that having your calls routed to a virtual contact center should be at the top of your list when running a small business. From customers that aren’t frustrated to helping build trust in the business you love, finding a virtual contact center to route your calls too, makes not only good financial sense but good common sense as well. Don’t you think?