Businesses strive to gain a competitive advantage and sustainable development in today’s marketplace. An efficient and customer-oriented call centre is one key factor in achieving this goal. 

Call centres have traditionally been viewed as cost centres, which means they provide support for revenue-generating activities but do not generate revenue themselves. 

Whether you are a company providing retail products or IT services, a strong, friendly, and quick call centre team is a must for every business. A call centre team can efficiently manage all aspects, including, sales, marketing, purchase, after-sales, and technical support services as well. 

Besides, the agents are trained to provide after-hours services, urgent call handling, and overflow call management for all kinds of businesses from anywhere and anytime. You might have started to understand how a robust and efficient call centre solution can increase sales. Let’s understand more about it! 

How can Call Center Help in Business Growth?

The competition is at its peak in all industries. However, there is one thing that can make your business look different from the competitors, and that's customer service. 

If your brand is known to give top-notch, accurate, and fast customer service, then customers are going to choose you over others. For instance, as per PwC, customers are willing to spend 7% more on car insurance, given they have a great experience. 

Let's understand how call centre services can give your business the necessary boost:

Provide accurate routing for sales inquiries

Call centres can manage everything, including customer queries and sales. Besides, intelligent routing mechanisms help direct all sales-related inquiries to the most competent salespeople, leading to higher conversion rates. 

Call centre outsourcing companies can use this facility to match the customer's expertise with an appropriate agent by creating a skills-based routine.

Switch to ROI-driven targets from operational targets.

Businesses can give the agents performance metrics and revenue-oriented key performance indicators (KPIs) to work with, such as cross or up-selling goals, and compensate them accordingly. This strategy guarantees a customer-centric mindset and strengthens potential revenue.

Offer 24/7 customer service solutions

Call centres provide customer support throughout the day and, sometimes, even on holidays, depending upon the outsourcing call centre team you hire.

If your business provides offshore services, then the call centre solution is the best bet for giving your international clients top-notch customer service. When customers get exceptional services at any instant, they are likely to come back and try additional services as well. 

Common Issues Harming Contact Center Revenue Generation

Everything comes at a price, even top-notch customer experience. To double the customer experience, call centres have increased their budgets, spending more than $24 billion on call centre softwares.

However, with this much investment, call centres are still struggling, and the current cost of customers switching brands due to poor customer service is $1.6 trillion, according to Accenture.  

Let's understand the gaps which lead to poor customer service:

• Low first-call resolution: If clients' issues are not addressed and resolved on the initial phone call, they will be unsatisfied and have limited chances for income-generating innovations.

• Inadequate Agent Training: Inadequate training can leave agents without the know-how to deal with client inquiries and take advantage of income-generating opportunities.

• Agents' Inability to Handle Complex Calls: To meet customer needs and leverage potential income opportunities, agents must understand how to handle intricate questions posed by buyers.

• High Agent Turnover Rate: A high agent turnover rate may lead to the loss of institutional memory, productivity, and relationships with clients, which could have a disastrous impact on revenues.

How To Bridge the Gaps?

Outsourcing a call centre solution is best if you are facing poor sales due to underperforming customer service. In this way, you hire expert professionals who have experience and mastery in handling customer queries and boosting sales rates. Besides, you won't have to invest your money in acquiring the required softwares, infrastructure, facilities, or staff.

The outsourcing call centre company will oversee the entire process and help you achieve the desired outcomes. Here's how it will benefit: save money and resources, ease internal processes, and reduce frustration. 

Bottom line,

A call centre solution is a must for every business operating in any industry. The team should be equipped with advanced infrastructure and software to improve operations. Investing in an in-house team can be costly, so it is always a strategic move to outsource call centre service.

Outsourcing call centres can immediately affect an organization's revenue/investment ratio. Engaging outside professionals for customer service, sales, or lead generation purposes enables companies to have time to concentrate on their strengths while keeping the customer experience constant throughout. 

Outsourcing call centres from reputed companies, like SBL Corp, can help in gaining higher conversion rates and more revenue generation.