Forum Moderators: phranque
This is regarding people who have used a call/order center for incoming phone calls for your business.
We sell a good amount of tangible goods everyday, about 100+. 70% web, and 30% phone orders.
Our phone lines are too much at this point. We have been looking at these 24 order centers that take all incoming calls. We would like some feedback from people who have used this type of phone service.
1. Did you see an increase in sales and orders?
2. Did your customers not like the fact it was call center?
3. Were the people answering the phones able to help the customer, or just irritate them so they would hang up?
3. If you used for all incomming calls. The questions the call center could not answer, did you have them tell the customer they would get a call back and take their info, or did you have them live transfer a call to your office?
We would like to hear some personal feedback from people who use or used these for incoming calls. About 95% of the customers who call, just need to place and order and know what they want. The other 5% usaully need some sort of "tech" questions answered and then order. When those 5% of the people would call the call center, they would have to get a call back. Which Im sure those 5% would go to the next business down the road, waiting on a call back. I've seen a few of companies that use this type of service and they said they lost a few customers here and there, but overall they generate a lot more sales, I want to hear some feedback from you.
Obviously, that may not be typical. If you do choose to make this move, I would suggest you have friends from around the country call from time to time and act like dumb customers, just to make sure the answering service is treating your genuine customers right.
