What is an order taking service?
In- and outbound call centers take and process orders from the customers. An order taking service is a part of an order management service, which includes staying with the customers from the moment of the order being put into post-purchase support. Call center order processing includes taking and making calls from and to the customers and making sure they are satisfied and will make another order.
Order taking call center services
Order taking answering services
Order taking answering service can help businesses not only increase their revenue, but stop losing money. 70% of customers will not make a repeat call if not answered right away. A phone order taking service call center team can answer all your customers’ questions, provide them with the information and channel your business voice through online order service. An answering service team can manage the incoming calls in order and escalate them to the correct teams if needed.
Order taking call center and question answering service is a BPO service every e-commerce business needs.
Order taking customer service and support
Order taking service call centers for customers should not stop with taking orders and seeing them through. An order taking service team should be prepared to answer customers’ questions and provide them with the information about the use of the product and resolve the issues that might occur after the purchase is delivered.
Outsourcing order taking services and call center call handlers teams can give businesses more room for maneuvering and achieving their businesses goals.
Order taking up- and cross-selling
Call center order taking services live operators can not only take inbound and make outbound calls. They can also contribute towards loyalty forming within the entire customer base.
Existing call center customers are 50% more likely to make a repeat purchase. New customers are only 31% likely to make a purchase from a brand. Providing excellent service to both new and existing customers would grow the level of loyalty in the customer base and, as a result, increase the revenue.
Order taking service standard: customer communication
The SupportYourApp team has been handling customer communication for hundreds of businesses over a decade of our expertise. Through the years, we have come to the conclusion that proper call center customer communication is a key to forming a trusting and loyal relationship with the customers.
What do we at SupportYourApp implement to keep our clients’ customers satisfied with the order taking services:
We use positive language: customers are 52% more likely to make an additional purchase after a positive experience. And we believe that positive language equals positive experience. That is why we are dedicating so much time and attention to teaching our teams positive customer communication while order taking.
Our order taking and customer support call center teams have special rules they stick to when communication with the customers:
- Never say ‘No’. Substitute it with ‘We will look into the issue’ or ‘We will do our best to resolve your issue fast’.
- Never take customers’ attitude personally. The customers are angry at the situation, and not the support representative.
- Always stay positive and adapt towards the customer’s communication style. This way, customers feel at their most comfortable and the communication process goes by smoother.
- Make sure your product knowledge is up-to-date, and you know everything there is about the latest updates and additions. This way we provide the customers with the most relevant information we have.
We always go the extra mile: the call center order taking process can be leveraged by the team and turned into the process of loyalty forming. This transformation is possible by going the extra mile for any customer and in any way possible.
Moreover, our customer-centric approach allows our call center order taking teams to be more efficient due to a bond established with the customers during the first several seconds of our communication. We are prepared to provide them with any answers or help, and they are prepared to provide us with the information needed. As a result, up- and cross-selling becomes easier and the call center order taking service is simpler and more efficient.
We never dismiss customer feedback: 52% of customers think businesses need to take action on customer feedback. Only 1 in 26 customers bring their complaints up with the call center team. And they do it only because they want the quality of service to improve, so when they come back, they would not face the same issues.
Our order taking and processing teams always gather customer feedback. Our own in-house built QCRM allows us not only to gather and systemize customer feedback, but to relay it directly to our clients. Even when using other systems, we gather customers’ opinions on:
- The quality of our services.
- The quality of our clients’ products and services.
- The quality of customers’ communication with our support teams.
This helps us provide the best call center order taking services and make sure the customers’ orders are processed and delivered in the shortest time. This elevates customer satisfaction and makes retention easier.