How to choose the best customer service call center!
Your business is booming and you’ve decided that it’s now time to outsource your customer service to the best customer service call center to meet your needs. Because you know that providing the best customer service experience is critical, there are a lot of points to consider. There are literally thousands of 3rd party customer service call centers, so determining who’s right for you can be tricky.
You probably have a lot of questions about choosing the right customer service call center for your operation. We’ve put together some frequently asked questions, tips, and suggestions to help make your decision process easier.
What do customer service call centers do?
A customer service call center is kind of like having your own personal assistant that provides an array of services designed to make dealing with your customers in a professional and effective manner easy. They can provide sophisticated forms of communication channels from a variety of sources. Voice, online chat, text (SMS), email and social media are all ways of communicating with customers. The great part is that you don’t have to use different resources for each of these communication formats. If you contract with a service like Thill Inc. you get it all under one roof.
What if I don’t need fulfillment services?
That’s okay! What makes Thill Inc. unique is that we don’t box you into using all of our services. You only contract for what you need so if you only need a customer service call center, we can do that. Super easy!
I have heard the term IVR- what does that mean?
IVR is short for Interactive Voice Response which basically identifies who the customer is calling for, the reason a customer is calling and routes the call to an agent who knows that information providing for a great customer service experience. The IVR system can also collect information to help identify the customer and their needs more efficiently.
Will I have control over how my customer service is handled?
YES, YES, YES! We know your business is unique and has specific ways of approaching customer service. When you contract with us, we will set up a personal meeting with you to learn absolutely everything about your business. This is a very important step in the process, as it allows us to actually become a part of your operation. Our customer service agents are then trained in every aspect of your product(s) to do their jobs at the high level you expect. The best customer service experience is with a customer service agent who is helpful, knowledgeable and able to provide all the necessary information to complete the transaction. Customer satisfaction is our top priority at Thill – both yours and your customers! We are here to understand your business and administer the great customer service experience you yourself would provide.
Is hiring a customer service call center expensive?
No. However, you know how the cost of payroll and benefits can put a big dent in profits. On top of that, when you consider the time you spend on customer service issues, the costs can be exasperating. You also have to take into account the money you spend on software and order integration. Contracting with a customer service call center eliminates the need for extra employees. It also frees up your hectic schedule so that you have the time you need to focus on other things. When you outsource your customer service to a vendor like Thill, you will have more time to focus on growing your business and likely see your revenue increase.
Now that we have covered what we do and how we do it, there are some questions you need to ask yourself as you embark on the process of hiring a customer service call center to fit your needs:
Know what you need now and in the future
Questions you will want to consider:
- Is it important that you have 24-hour customer service reps available?
- Will the agents also need to answer texts, emails, live chat or social media interactions?
- Do you want USA based agents only?
- Is an 800 number necessary?
At Thill Inc. we have 100% USA based agents who are employed by us, work in our offices and are available 24/7. We offer both inbound and outbound customer service, access to toll-free numbers and all of our customer service agents are trained in every aspect of your business. Even if you don’t need all of our customer service resources now, as your business continues to thrive, our team grows with you.
Figure out how much order management you require
Your customer service agents should be able to do it all so you have less on your plate.
Do you need:
- Order taking
- Manual order entry
- Tracking orders
- Outbound surveys
- Customer feedback
When you contract with Thill, you’ll get all that and more!
Make sure the customer service software provides everything you need
A great customer service experience goes beyond just taking orders. The software your customer service contact center uses is at the core of being able to provide information and services to your customers. The order management software and the warehouse management software should communicate with each other so that the customer service agent has all the information they need right at their fingertips. The customer service agents at Thill Inc. are able to manage accounts, send email confirmations, handle credits/refunds, provide web support and even manage complaints. It’s a one-stop shop for all your customer service needs.
The ability to up-sell and increase revenue
Is your customer service up-selling? A lot of business owners don’t really think about customer service call centers up-selling. Well you should! The fact is that a good customer service call center should be able to up-sell the products they are representing. Thill Inc. puts our customer service agents through rigorous training so we know even the smallest details about your products. This knowledge gives them the ability to introduce the caller to additional products they may like or even need. Up-sells are a direct increase to your bottom line. We only hire customer service agents that are enthusiastic about their jobs and working with the public.
To recap…
We hope that this clears up some things you may have been wondering. We are here to take the next steps with you in hiring someone to provide an excellent customer service experience for your customers. Thill Inc. has been doing fulfillment and customer service since 1959. As seasoned veterans, constantly innovating and growing our process to stay on top of the current markets. Our motto “The Art of Fulfillment” is not just something we say; we practice it every single day. You owe it to yourself to check us out and find out how we can help. We can answer any questions you may have and walk you through the process so that you are 100% comfortable with your decision. Here’s to your thriving business!
