Shared call center: Determine your call type and get the best call center for your business
If you’re getting more inbound calls than you can handle internally but the volume is not quite enough to justify an outsourced call center, then a shared customer support model is what you need. Our Brand Specialists can handle your calls on a 24/7 basis and you will be charged only for the minutes of the calls.
Knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation.
You are 3 steps from success!
Start by determining your call volume: knowing your call volume will be the first step in helping your call center determine if the shared option is best for your situation. To start, pull reports of historical call data. To prepare yourself, the key questions will be: On average how many inbound calls are you receiving per month? What are the call arrival patterns? What part of the day or week generates the most volume? Are there any spikes due to seasonality, new product introductions or promotions?
Next you will need to determine your call type.
Determine your call type: How many hours will be required to adequately train the agents to understand your brand, be knowledgeable about your products and be able to take an order and navigate your website? As a rule, if your calls are less complex such as taking orders and entering them into your website, then shared Brand Specialists will be the best option. The shared model is often the right choice for companies with smaller call volumes, simpler calls and tighter budgets. For companies with higher call volumes and more complex calls, a dedicated team of Brand Specialists offers a wide range of benefits, including a branded, personalized customer experience. Explain your needs to any prospective call center, and they’ll be able to give you good advice on which model is the better choice for you.
Let’s Talk. Contact us today for more information on how Masterlink Group can be your Shared-Agent Call Center Solution.