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7 Little-Known Benefits of Running your own Internal Call Center

July 20, 2020 | Categories: , , , , ,

It is a common misconception that only large portfolios have the ability to control their call flow or have the resources to have their own internal call center. This simply is not the case. All properties, small to large, can benefit from taking control of call routing and customer relationship management software like CallPotential’s Contact Center. There are many factors that must be weighed when making the decision to in-source your self storage call center. Consider the benefits, as this decision will have major influences over your customer experience, customer relationship management (CRM), brand management, and Return on Investment (ROI).

There are high expectations set for the customer service provided by brands. Live calls are arguably the most important point of contact for current and prospective clients. According to the results of a Statista survey conducted in 2018, phone/voice interaction is the most preferred communication channel at 44% to email, live chat, SMS/text message, social media, and online self-service. As mentioned time and time again, when building an omni-channel communication strategy it’s important to communicate with customers how, when, and where they want. This allows you to provide an experience that is expected when a current or prospective customer chooses to call over email and text.

Here are 7 little known benefits of Insourcing your Communications

1. Simple Startup and Maintenance.

With advances in software-based technologies, such as CallPotential's Contact Center, all that is needed is a laptop, internet and headset to get started. No need to buy expensive hardware, phones, or hire additional labor to operate your call center. This keeps costs low, startup simple, and maintenance easy.

2. Increases Customer Retention and Improves ROI.

Providing efficient service through call centers is essential for an organization’s growth as they have a significant effect on customer experience and retention. For many companies, an increase of just 5% in customer retention can increase profit by 25-95% (Saberi, et al., 2017). So, maintaining a call center that is highly customer-focused is imperative for the continued growth of any organization.

3. Uses Current, Highly trained Employees.

There is no need to hire additional labor to get started with Contact Center in fact, half of self-storage operators who run an internal call center with CallPotential Contact Center software enlist extra store team employees to field overflow calls for other locations as needed. The other half do have a small, dedicated team that work out of a dedicated call center office. Contact Center’s call routing capabilities are robust which gives operators flexibility. Contact Center software is bidirectionally integrated with property management software so delinquent tenants can be routed directly to a pay-by-phone Integrated Voice Response (IVR) which can bypass the Contact Center and locations; automatically freeing up your team to field sales calls.

4. Maintains Control of Customer Experience.

You get to control how the calls are answered by having frontline employees, who are responsible for creating positive brand experiences and know your specials and operating procedures, manage interactions with current and potential customers. No one knows your business quite like your own employees. 

5. Only One System Needs to be Utilized.

Through the use of the DIY Contact Center software, multiple systems (such as phone hardware equipment, Salesforce Customer Relationship Management, and call-routing software like RingCentral or Callrail) are consolidated into one system, which reduces errors and streamlines processes.

6. One Historical Record for all Client Communication.

Utilizing an Omni-channel tool, like DIY Contact Center, means all client interactions from multiple communication avenues, such as social media messages, text messages, emails, and phone calls, are tied to one historical record of the current or potential customer. This allows frontline employees to field and respond to different channels all within the same portal program rather than having to monitor and respond in different programs. This also increases visibility through teams.

7. Enhances Customer Relationship Management (CRM) Programs.

CRM is the process by which companies manage all interactions with current and prospective customers with a focus on enhancing the customer experience. It has been shown that 70% of all business interactions are managed through call centers (Dhesi et al., 2011). If you are not taking these calls internally, then you are missing out on incredible opportunities to foster relationships with your clients. Through the use of an omni-channel tool, like DIY Contact Center, there are many ways to personalize interactions. One example is just to use their phone numbers to personalize greetings without asking the client for their name. This one small feature saves the agent and the caller time while enhancing the customer experience. An organization’s call center is vitally important for all types of CRM.

This is just a small list of the many benefits of running your own internal call center.

Don’t just take our word for it. See what our clients have to say or request a demo today!

 

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