Call us (855) 234-6222

How an After-Hours Call Center Can Save You Money and Win Customers

How an After-Hours Call Center Can Save You Money and Win Customers

The Internet changed everything for today’s businesses. As recently as 25 years ago, consumers bought from local vendors, over the phone, or through the mail, and for most businesses, a nine-to-five customer service department was more than enough to keep customers satisfied.

Today, however, in an era of WiFi, mobile devices, and constant connectivity, customers expect instant satisfaction when they have a question or problem. And with social media platforms like Facebook and Twitter, consumers have plenty of ways to broadcast their displeasure if they feel your business let them down. If you’ve ever been the subject of a negative hashtag campaign on social media, you know how detrimental that can be to your business. An ounce of prevention is worth a pound of damage control.

Are you on the fence about whether it’s time to add an after-hours call center? Here are some things to consider in making your decision.

How Long Is Too Long Before You Lose Customers?

Although response rates vary by business, industry, and channel, most customers expect to be able to speak to a live representative by phone 24/7. If they reach out by SMS text, a one-hour response time is the benchmark to strive for. On social media, customers expect a response in four hours or less, and with emails, they want a response the same business day. If you aren’t meeting the response times your customers expect, you risk losing them to a business that will.

Are You Resolving Your Customers’ Issues on the First Call?

Research shows that first call resolution (FCR) rates are the single most important performance metric for customer satisfaction. Service Quality Measurement (SQM) Group, a customer service consulting firm, found that for every one percent improvement in FCR rates, businesses see a one percent rise in customer satisfaction, which is a key factor in lifetime customer value.

If your call center isn’t open after hours, or you’re an east coast business with a lot of west coast customers, your FCR rates will automatically suffer, since there is no one available to take that first call. According to the SQM study, you risk losing 38 percent of your customers if their problems aren’t resolved the first time they reach out to you.

What Are Your Competitors Offering?

If your competitors are available for customer questions or concerns 24/7, you risk losing market share if you don’t offer the same availability. Conversely, if your competitors don’t take calls after hours, you have an advantage with potential customers who expect first class customer service.

Customers who get exceptional customer service no matter when they reach out to you to resolve a question or concern are more likely to give your business good reviews, and even recommend you on social media sites. And before you discount the value of online social media word-of-mouth recommendations, keep in mind that 90 percent of purchase decisions are influenced by positive online reviews.

Can You Afford to Miss Out on After-Hours Sales?

How much of your sales are generated or influenced by calls to your customer service department? For most businesses, if just five to seven percent of your revenue is generated by phone sales, it makes sense to staff your call center 24/7. If you have representatives available to answer questions and take detailed instructions for custom orders after normal business hours, you are tapping into a potential audience that means the difference between just staying afloat and being profitable.

Most businesses today need to have a 24/7 presence for their existing and potential customers if they want to compete. If you can’t afford to staff a round-the-clock call center in-house, partnering with a third-party call center solution is another way to improve customer loyalty and lifetime value, and it can lead to increased sales.

12 Comments

  1. Viagra Italia Online Acheter Du Kamagra En France cheap cialis Viagra Rs Chewable Viagra Amoxicillin Dosage Cats

    Reply
  2. Thanks a lot for sharing the idea, I bookmarked the site. I am additionally in need of facts about canon driver, are you aware where I could discover something like that? I will come back soon!

    Reply
  3. There is remarkable upgrades on the design of your website, I certainly enjoy that. My own is relating to where to sell bitcoins and there are lots of things to do, I am yet still a newbie in internet site design. Take care!

    Reply
  4. My friends and I absolutely adore your site and find the majority of the blog posts to be what precisely I am in need of. Do you offer people to write material for you? I would not mind publishing a story regarding free games to play or maybe on some of the things you’re writing about on this website. Great site!

    Reply
  5. I was conversing with a friend of mine regarding this and also regarding global freight forwarder as well. I feel you made a lot of very good points in this case, we are looking forward to keep reading material from you.

    Reply
  6. I’m curious to find out what website platform you have been using? I’m having some minor safety difficulties with my most recent site regarding filing a mesothelioma lawsuit and I’d like to find something much more risk-free. Do you have any alternatives?

    Reply
  7. Thanks a bunch for this amazing write-up! I quite appreciated reading it.I will be sure to take note of the website and will often come back very soon. I would really like to suggest you to definitely keep going with the good work, even think about free movie as well, have a superb morning!

    Reply
  8. Thanks , I’ve just been looking for information about this topic for ages and yours is the greatest I’ve discovered till now. But, what about the conclusion? Are you sure about the source?

    Reply
  9. Thanks a ton for writing the idea, I bookmarked this website. I am furthermore interested in info regarding family dentistry, do you know where I can come across something like this? I’ll return in a little while!

    Reply
  10. Thanks a lot for your superb posting! I seriously enjoyed reading it.I will ensure that I take note of your website and will come back in the future. I wish to suggest that you keep on with the good work, even blog about free online movie sites too, have a fine morning!

    Reply
  11. I truly appreciate this post. I have been looking all over for this! Thank goodness I found it on Bing. You have made my day! Thx again

    Reply
  12. Hey, you are definitely right. I always go through your site content carefully. I’m also considering free films, maybe you could talk about this sometimes. See you soon.

    Reply

Trackbacks/Pingbacks

  1. Aws Alkhazraji - ... [Trackback] [...] Read More on|Read More|Find More Informations here|There you can find 2998 additional Informations|Informations to that Topic: novasors.com/blog/how-an-after-hours-call-center-can-save-you-money-and-win-customers/ [...]
  2. server mieten - ... [Trackback] [...] Find More on|Find More|Find More Informations here|Here you will find 30182 more Informations|Infos to that Topic: novasors.com/blog/how-an-after-hours-call-center-can-save-you-money-and-win-customers/ [...]

Submit a Comment

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

Pin It on Pinterest