How To Set Up Your Call Center to Grow and Shrink with Business Needs
Any business owner will tell you that business needs change. Most consumer-facing businesses are subject to seasonality, meaning that there are times in the year when business is booming and other times when business is slow. Seasonality can make it challenging to set up customer support call centers, since hired reps will likely be overwhelmed during busy seasons, and bored and underutilized when things are slow.
As customer support and call center experts, (v)WeCare has developed three strategies for setting up call centers in a way that allows for increases and decreases in business. All you have to do is choose a strategy that works for you!
Hire customer support reps that can do more than customer support
If your business prefers to keep all customer support in-house, then a great way to manage the upswings and downswings of your business is to hire people with multiple skills. For example, you could look for someone with both customer support and IT skills. That way, they could work customer support when call volumes are high, and spend time improving your company’s IT infrastructure when call volumes are lower. Alternatively, you can hire someone with customer support and graphic design skills. Depending on demand, they could work a call center or help create images for your brand. People with a diverse set of skills are incredibly valuable, but they can be difficult to find. Therefore, this may not be the most effective way for your business to handle seasonality.
2. Supplement in-house reps with a customer support company like (v)WeCare
Maintaining an in-house customer service rep who fully understands your company’s product or service along with the target customer is incredibly valuable. Most companies prefer to maintain at least one employee in a customer service role. That person’s job is to specialize in the company and the customer they serve. When call volumes increase, the in-house rep can train customer support vendors, like (v)WeCare. That way, institutional knowledge is maintained and shared, but more reps can be brought in as the need waxes and wanes.
3. Rely on a customer support company like (v)WeCare entirely
The team at (v)WeCare is made up of customer support experts who can and do serve companies in a variety of industries. If your company is in need of support, you contract with (v)WeCare. We will completely adopt your brand so that the customer calling in does not even realize they are speaking with a (v)WeCare rep. The Vcare team will go through training in order to ensure that we understand your industry and your product or service, and we can add reps or take them away in response to your business needs. This model ensures that your customers get the very best in customer support, while ensuring that your money is spent well. You will never wind up paying a rep to just sit there waiting for the phone to ring. Everyone will be utilized according to volume, making it both an efficient and effective solution