Top Call Center Companies
In today’s connected world, communication needs to become a top business priority. Your customers expect timely and accurate communication and will probably go to one of your competitors if they don’t feel valued.
Call center companies can help to free up employee time while improving customer service across the board. With a call center, you can help to elevate the quality of communication across your organization. Call centers are a great way to outsource tasks that your business doesn’t have time for.
Learn what call center companies are, how they can improve your organization and how to find the right call center company for your business.
What Are Call Center Companies?
Call center companies usually offer a wide range of services; however, their core service offering is receiving and managing inbound calls and offering customer support.
Today, a lot of providers offer virtual call centers, which allow you to easily integrate a call center into your existing business, while cutting costs significantly. With a virtual call center, you can add more agents on demand and easily scale up your services as your needs change.
There are a variety of call center companies to choose from. The important thing is to find a company that provides stellar service and aligns with your business needs.
Call Center Benefits
Businesses decide to use call centers for a wide variety of reasons, but typically call centers are used because a company can no longer effectively handle all of their support and customer service tasks. When your support team is strained, these tasks can fall onto other members of your team, reducing productivity throughout your organization.
By using one of the top call center companies, you’ll be able to make it easy for your employees to focus on their actual jobs, rather than taking overflow phone calls. With a call center, you can have agents available 24/7. This might not be completely necessary for every style of business, but for some, it’s a requirement.
Some call centers even extend their usefulness by providing sales and marketing services. This can help you effectively grow your business without the added stress and internal overhead. Modern call centers are equipped with advanced analytics and reporting features, so you can ensure your agents are properly trained and you can make business decisions based upon data.
What to Look for in a Top Call Center Company?
When you’re looking for a call center there’s a wealth of different providers to choose from. Although they look familiar on the surface, the actual value these companies provide can differ greatly. To find the best call center company for your business, keep the following options in mind as you search.
1. Inbound and Outbound Support
Most call centers are equipped to handle inbound calls related to your business. But did you know they can handle outbound calling as well? Outbound calls include things like lead generation, conducting customer surveys and even customer follow-up. Essentially, a call center can be used to not only maintain your existing customer relationships, but forge new ones and help your company generate more revenue.
2. Call Reporting and Analytics
Call reporting features allow you to see how well your call center is performing. Some call centers will simply give you call summaries and general data, others will offer real-time analytics, call recording and more. Overall, you’ll want to choose a call center that offers advanced data and reporting features. This will allow you to elevate the quality of your calls over time and improve your business as a result.
3. Call Volume Support
You need to make sure the call center provider you choose will be able to handle your monthly call volume. Maybe you have scaling call volume requirements or your needs are steadily increasing as your business grows. Call centers will charge based upon the number of call minutes, so you’ll need to find a call center that offers a pricing model to fit your business.
4. UC System Integration
A lot of companies are starting to utilize unified communication (UC) systems across their entire organization. These allow you to streamline communication both within your business and throughout customer interaction.
With a call center integrated into your existing UC system, you’ll empower your call center agents by giving them instant access to relevant information. It also makes call transferring much easier and integrates your call center into your current business and even your CRM.
Finding the right call center company
A call center company can help you easily manage inbound calls and improve customer support. With a virtual call center, you can improve your customer relationships even further by offering additional communication options like text, SMS, live chat, video conferencing, as well as traditional phone support.
When looking for the right call center company for your business, keep an eye out for the following features:
- Support for both inbound and outbound calling.
- Integrated reporting and analytics features.
- Can easily support your existing volume of company calls.
- Can integrate into your current UC system.
Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.