Minimizing Information Repetition with Smarter Technology
When you’re running a small business that finds itself in need of a contact center to field consumer calls, you may run into issues with scaling the solutions available through many companies to fit your needs. There simply aren’t as many call center solutions for small business as there are for larger ones, especially given that the contact center was originally born of necessity for calls coming into large businesses or being deployed by equally large companies.
If you need a call center solution that fits the size of your business but you're not sure where to start, read on. We’ll show you how to find what you need now and what it means to scale it to your changing requirements as your company grows moving forward!
One Size Doesn’t Fit All
The problem with many call center solutions is that they are created for huge companies. These companies may receive hundreds or thousands of calls every day or more. When your call center doesn’t fit this mold, it may fall through the cracks when it comes to receiving the kind of support you need. It can feel like there just aren’t resources available to outfit your business with a contact center!
When we think of small businesses, we may conjure up images of tiny operations with a couple of employees or even a few dozen people making things work from the ground up. However, the true federal definition of a small business is any company that employs a total of 500 staff members or less and makes $1 million in revenue or less annually. That standard encompasses a lot more of the business community than conventional thinking would have you believe!
With that in mind, it’s obvious that creating call center solutions for small business needs is a priority in today’s marketplace. Not every company who needs a contact center needs one that handles thousands or even hundreds of calls every day. Sometimes, call centers may only need to field a few dozen calls a day – but that still may be more than the staff of a business’s storefront is able to field on their own. Adding an outsourced or onsite call center as a solution to this need can create additional jobs and meet consumer needs without going overboard.
Call Center Solutions for Small Business
What does designing a small business-friendly solution for a call center mean? It is different for every company, which means that the design must be created on an individual basis every time. Are you working with a company that is willing to help you create your solution form the ground up?
Scaling is an important part of creating a call center solution that works for a smaller business. Small businesses don’t always stay small. What may start out as a company that takes a few dozen calls a week may end up taking several hundred calls a day by the end of a single year – or they may stay exactly the same size. It depends on a variety of factors, and one of those is whether they are determined to provide the resources their consumers and staff need for growth to happen organically.
If you want to allow your business the opportunity to grow, talk to your technology solutions provider about scalability. At ChaseData, we have multiple scalability options, including solutions that offer remote agent flexibility so your staff can grow and shrink at a moment’s notice. That way, your labor budget can always be under control – and you can have the right amount of staff on hand for whatever your consumer base throws at you!
Small Can Still Be Smart
A common misconception is that call center solutions for small business must be small in their features list and capabilities range. This simply isn’t true. Small can be mighty, especially when it comes to the technology used in today’s call centers.
Perhaps one of the biggest concerns when it comes to maximizing efficiency and productivity in the call center – whether that center is large or small – is trimming down the time spent on repeated information. Consumers often report that they spend multiple minutes giving call center agents basic information, including repeating that information numerous times for verification or because their call has been transferred. This process isn’t just an annoying waste of time for the caller – it can be a waste of time and money for your call center, too!
Employing smarter technology that lessens the amount of repeated information that must be exchanged is a great way to reduce several factors that can lessen productivity, efficiency, and customer satisfaction. It helps reduce:
- Wasted time. Customers don’t have to repeat themselves if their information is gathered and offered automatically to agents on demand.
- Wasted money. Your cost-per-call will be lower when call times are shorter. Seconds add up, after all!
- Consumer frustration! Want to keep your callers happy and boost their overall customer experience? Cut down on the unnecessary repetition of data throughout their calls and give them a better call experience. Everybody wins!
This technology isn’t something that is only available to larger call center operations, nor should it be. Regardless of the size of your contact center, employing a smarter technology solution will help you streamline the process of data collection – and your customers will thank you for it!
When you need to create a solution that works for your business, regardless of size, contact the industry experts at ChaseData. We have everything you need to craft call center solutions for small business needs and those that can be easily scaled to grow with you. Whether your goal is to stay small or blossom into a major player in your field, we have the tools and technology you need to set up the call center solutions for small business that you need today and for the future!