What Can a Call Center Do for Your Business Customer Experience?


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You have the ability to take orders already, so why should you bother with a call center? They cost money, they’re not part of your organization, and there’s always a risk that the call center staff won’t take the time to learn about your products so that they can intelligently answer customers’ questions.

While all of these concerns are valid, call centers can do some pretty amazing things. Call center companies have come a long way in the last few years. Call center careers now offer highly skilled, specialized, exceptional call center agents and home-based agents to quickly jump in and begin delivering exceptional customer service in your greatest time of need.

A Call Center Saves Time

You might not think “time savings” when you think “call center.” In fact, most business owners see call centers as a “foreign limb” of their business, even when the company does provide a valuable service. But the fact of the matter is that call centers help you save time and money by replicating your existing sales force.

For example, let’s say you own an antique store. Your phone is ringing off the hook. Rather than take calls yourself, you outsource the sales and service to a call center. The more time you spend on the phone, the less time you have to watch the showroom, curate new pieces, and attend to important managerial responsibilities.

If you had a call center, you wouldn’t have to worry about taking customer phone calls and service requests. While there’s nothing wrong with doing this, it’s probably not the most productive use of your time.

A Call Center Leverages Experience For Increased Sales & Customer Service

An inbound call center can streamline your operations. When you “go it alone,” you’re limiting yourself to the amount of effort you, personally, can put into taking sales calls. Even if you love speaking with customers, there’s a natural limitation to what you can do. More than that, there’s only so many hours in the day you can sit in front of the phone.

If you run a business where you’re the creative talent, you need to spend most of your time doing that – not taking customer calls.

A call center lets you replicate yourself rather easily. You outsource the incoming calls, and train the staff dedicated to your company, and it’s almost like an extension of your company. It’s true that not all call centers are “business friendly” – allowing you to virtually take over a dedicated team and effectively make them your own. However, the better companies out there do this and these are the ones you want to do business with.

A Call Center, Expands Customer Care & Enhances Customer Experience

Call centers aren’t just for taking orders. They’re also for handling customer service requests. Customer service is a tough job. Most business owners aren’t very good at it. Why? Because customer service is a skill, like anything else. It just happens to be an integral part of running a company.

Most business owners have a vision for their company, but they aren’t experts in all aspects of the business – usually just the creative or managerial aspects. By hiring a dedicated call center for customer service, you expand your company’s size and scope and provide expert help for your customers. Not only does that make you look competent as a business, it builds that ever-elusive trust that’s so commonly lacking in today’s business world.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


  1. Call center companies can do wonders even for small businesses. They help save time to improve services and increase profits. Even with small companies that cant employ additional employees to perform tasks and deal with customers anytime. Today the solution is outsourcing a call center where all calls to the company are being properly received and addressed.

  2. More than the quatitative benefits, having a call center partner is more about the quality of service. It’s the kind of quality that makes clients feel special, important. It’s the kind of service that will make clients stay on with your business. Remember that today’s market is not just about giving great products; service is key.


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