Does my business need a 24-hour call center?
58% of customers claim the quality of customer service plays a role in their choice of brand. 68% of customers say they would pay more to deal with brands with a higher quality of service and support. Underestimating their importance could lead to a high churn level.
A 24/7 call center can help any company, from a small business to a big enterprise, provide answers and information to their customer base non-stop. Customers get the possibility to call 24 hours a day and the call handling process becomes smooth and uninterruptible.
Reasons to set up 24-hour call center services
Besides setting up appointments and resolving customers’ issues around the clock, there are several other reasons a business should look into 24-hour call center services.
Make customer service your priority
The need to set up a call center might create an inconvenience for a business. The team needs to be prepared to work night shifts, the office must be stacked up with coffee, snacks, and other conveniences that will improve the processing of customer inquiries for 24 hours. Calls can last for a long time, which can exhaust the support representatives and decrease the quality of the services.
Now, 45.9% of businesses say their number one priority is the quality of customer service. A 24/7 call center can help any business grow and ensure a customer-centric approach by giving their customers the answers they need precisely when they need them.
Increase the quality of support services
Support teams are often overwhelmed with customers’ inquiries and questions, which plays a major role in decreasing the quality of their services. A 24/7 call center team will make sure a support team does not get so many requests that handling them becomes an ordeal.
Reach a wider customer base
Especially for those, working in e-commerce, reaching out to new markets and new customers is pivotal for development and success. 24/7 call center services will help any business expand its reach and successfully communicate with customers no matter where they are.
How to select a perfect 24/7 call center provider?
The market is filled with different offers. What to look for when searching for the perfect support provider?
The majority of call centers work according to certain templates — fixed conditions and paying packages. No personalized approach, scripts and set communication rules for every customer. This doesn’t allow businesses to provide the best possible service and can even stall their development.
SupportYourApp’s main priority is our clients’ comfort and growth. We have created a call center system fully flexible and mendable to our clients’ needs. With us delivering services of the highest quality, tailored to their exact needs, they have the room to develop in the direction they see fit. Our team just follows them, making sure they have the support they require.
Scaling, changing schedules, reforming the team, and changing the management style — not all 24/7 call centers fulfil this into life in the shortest time without losing focus. Some call centers experience difficulties stepping away from scripted answers or integrating new technologies into their workflow.
The SupportYourApp team has always been ahead of the industry trends. Adaptability is one of our core features and has been since the day of the establishment. We are always ready to try or even implement new technologies into our call center services. We know what to do when a team needs to be scaled rapidly and how not to lose focus. Our teams and managers are in the state of constant professional and personal development. This diversifies our skills and makes us better every day.
Some businesses hesitate to outsource their 24/7 call center teams because they do not know that an outsourced solution can be as secure as an in-house one.
SupportYourApp is not only fully HIPAA- and GDPR-compliant. We are also ISO and PCI DSS Level 1 Service Provider certified. We have everything to provide support and call center services as secure as possible. By outsourcing to us, you not only get the most secure call center solution, but also protect your own structure from breaches and leaks.
We are trusted by more than 120 clients from 25 countries. We speak 34 languages and can seamlessly integrate into any business structure and team.