Nowadays, analytics are everywhere. Big data, AI (Artificial Intelligence), BI (Business Intelligence) and what not, there are so many technologies out there that are promising to change the way businesses are carried out these days. The same is true for the call center industry with so many promising analytics solutions available in the market that can be used for improving day-to-day call center operations. However, most companies which carry out their call center operations in-house remain unaware of such tools. This is the main reason why they struggle to manage their workforce and (the biggest disadvantage) are unable to learn how to improve their business operations from customer contacts.Continue reading
In one’s personal life, missing a phone call is not a big deal. After missing a call, you have the luxury of calling the person back after some time. And, if you don’t feel like it, you can even text him back to learn about the reason for the call. However, professional space is considerably different from personal space. Especially, when you are a manufacturer, distributor or even a retailer, the aftereffects of missing a call can directly upset your business prospects. Hence, it becomes important to do whatever you can to make sure that you never miss a call. A great way to ensure that all the calls are attended is to invest in order taking services.
Why Order Taking Services Are Essential for Every Business?
Whether a company is big or small, order taking services are important for all business types. For a layman, these services may not seem very complex and there can be an argument that bigger players in the market are self-sufficient to impart such services, however, this is not the case. Although this is true to certain extent for really massive players in the market like Amazon and Google, it is not really feasible for small- to mid-scale businesses. Problems are faced by both big and small businesses when it comes to providing quality order taking services to the customers. Have a look below:
Problems in Small Businesses
For a small business – be it a startup or a one-product company – the scope of operation is relatively small. The attention of entrepreneurs is always on core processes. Generally, such businessmen do not give much weight to other operations. Mostly, it has been seen that the tasks like order taking are given to employees who are involved in other activities. These tasks are offloaded to such employees as additional responsibilities, which they are obliged to perform. And there lies the biggest problem.
Order taking becomes a secondary responsibility of these employees without becoming a part of their KPA (Key Performance Areas). This leads to lack of professionalism in taking orders, missed calls during high call volume and mismanagement of resources. When such substandard order taking services are imparted to the customers on regular basis, they can impact customer behavior in a negative way and they may choose to look elsewhere.
Problems in Big Businesses
A big company generally has a dedicated order taking department. Mostly, this department has enough employees to handle the business taking place in the present. However, the problem arises when the business starts to expand. With no way to know how slow or fast the business will grow in the near future, big businesses either refrain from hiring or go on a never-ending hiring spree. Both situations are not ideal for achieving the desired results in terms of performance or profit.
Employing Order Taking Call Center Services for Reaping Maximum Rewards
It is clearly seen that businesses suffer losses due to inappropriate carrying out of order taking services. A great way to get around this problem and limit the cost of operation is by employing order taking call center services India. Some of the benefits of such services are:
Meets requirements and scales well with business growth
Order taking call center services can be employed for meeting today’s requirement as well as keeping a business future proof. When you outsource to an accomplished vendor company with a dedicated workforce, you should confirm beforehand about its scaling capabilities. This will give you the added advantage of growing your order support team according to the growth of your business.
Better software and workforce
Order taking services require the use of software for quick and effective performance of tasks. By taking the help of order taking call center services, you not only get access to the latest software solutions but also experts who are proficient in using them. Tasks like: taking orders, providing approvals at every stage, tracking and reporting of the order status are carried out with due diligence when you take the help of a reputed company that specializes in order taking call center services.
Improved monitoring of KPIs
Providing order taking services over a prolonged period of time can be very taxing on the agents. As the AHT (Average Handling Time) for an order taking process is quite low, the agents assigned to this task are often inundated with a barrage of calls. Talking with so many people in a day requires patience, endurance and self-restraint (to handle difficult customers). As not all agents have these qualities imbibed in them, they often fail to carry out their tasks up to the expectations. In processes where the KPIs are not monitored correctly, there is a chance that such agents would keep on performing their work in this manner, which will hurt a company’s business prospects. However, an accomplished vendor of order taking services understands the significance of KPIs and has a team of dedicated QAs monitoring the calls at all times.
For a company in the USA, it is possible to cut down the cost of the operation of an order taking department considerably by using order taking services India. The currency value difference is the biggest reason for this lowering of cost. A company can save up to 2-3 times after outsourcing its operation to India. Also, it gets to use some of the best pre-established infrastructure in the world without making any major capital investments.
Order taking services are becoming increasingly valuable for ecommerce businesses across the globe. In order to ensure maximum orders placed and high revenue, it is imperative that a company runs a high-quality order-taking operation. Order taking services India provides immense cost savings and handles all aspects of an order taking department with great efficiency. Also, you get immense scaling capabilities and you are able to ramp up or ramp down the scale of operation at any time you want. Moreover, you get access to pertinent software solutions, which are essential for maintaining sustained quality.
Innovation plays an important role in the development of businesses. However, innovation is only useful if it solves a particular business problem. Hence, it becomes vital for companies to employ tailor-made solutions instead of laying their hands on whatever seems popular. Given the current situation of businesses and increased competition, time has become a vital commodity. A solution (no matter how innovative it is) in today’s business world is only worthwhile if it is able to accomplish the task in the scheduled time. Especially, when it comes to sharing alerts or updates with customers or potential clients, timely conveyance of information is vital. But, most entrepreneurs do not have the time or resources to find or implement such solutions; hence, taking the help of a call center outsourcing company makes sense.Continue reading