7 reasons why a 24/7 contact centre may be right for your business

We live in an instant gratification world.

Customers want answers to their queries instantly, so being available 24/7 is crucial for many businesses. A live answering solution provides an intimate and professional solution to clients’ queries. A 24/7 contact centre allows your customers the opportunity to get the answers they want no matter what day of the week it is.
Read on for 7 reasons why a 24/7 contact centre is right for all businesses, including healthcare professionals, professional services and service contractors. 

1. Reduction of operating cost and increased productivity:

Good customer service doesn’t necessarily drive up costs. A 24/7 contact centre provides a cost-effective solutions for your business, which helps to save time and money. It helps to execute your company’s routine responsibilities such as customer support, data entry, appointment setting and sales activities effortlessly. A 24/7 contact centre increases the efficiency of your employees as they handle everything that helps to decrease the operation costs of your business.

 2. Increases efficiency:

With a contact centre that’s always open, agents can take orders, offer toll free services, capture more leads, help callers register for events, provide help and support, and provide emergency response if needed. Businesses are likely to benefit from this as it makes their business accessible to more people, more often.

3. Growth in sale:
One of the core principles of running your business is to generate and sustain value. A 24/7 contact centre provides you with day and night access to your customers and connecting and interacting with clients directly helps to boost your sales. Personalised one-on-one contact with customers can help to generate more leads and close more sales with customers. It is essential to ensure that calls are being managed as efficiently and effectively as possible to increase the chance of more sales.

4. Superior customer service:

In today’s world, consumers expect to buy products or services at any hour of day and night. Contact centre agents are on the front lines of customer service, trusted with the demanding task of pleasing and appeasing customers. Customers expect to receive help when they need it, without considering the time. Contact centre agents who deal with customers should master customer service skills to deliver the very best service.

Some of the customer service skills of good agents include:

- Clear communication
- Timeliness
- Positive attitude
- Patience
- Empathy

- Knowledge about products and services
- Adaptability
- Attentive listening
- Positive attitude
Superior customer service always ensures the best customer experience, which is highly beneficial for the business.

5. Live operators make a difference:

People have grown tired of voice mail and automated phone systems with customers seeking more personalised services. Live operators add a personal touch to your business and having 24/7 capabilities is even more valuable.  A 24/7 contact centre should have well-trained operators with sufficient knowledge to answer queries, solve customer service issues and increase sales in an appropriate and proficient manner.

Live operators help clients with the following tasks:
- Answering general inbound calls
- Generating leads
- Setting appointments
- Providing technical support
- Emergency response services
- Dealing with customer complaints

Having live operators 24/7 makes your business personal and available. When given the choice, customers will always be comfortable with and choose a live operator over voice mail or an answering machine.

6. You will stand out:

Excellent customer service helps your business to stand out from the rest. Having customer service available with the help of a reputable contact centre like OneContact, will help your business stand out and above other businesses. Customers want someone to answer them when they need, and by making your business available 24/7, you’re helping to satisfy your customers. 

Some other tips to help your business stand out among the rest are:
- Be responsive
- Help customers help themselves
- Follow your customers
- Make it personal
- Engage customers where they are

7.Increased customer satisfaction:

In today’s world there are lots of demanding customers, which can make it very difficult to ensure customer satisfaction. OneContact helps to increase customer satisfaction towards businesses by always putting the customer at the core. Customers can hear in the voice of the contact centre agent that you are approaching them with a smile and it’s hard for a lot of people to be angry when the person on the other end of the phone is happy! By providing an excellent attitude towards the customer helps to satisfy their needs and creates a pleasant experience for all involved. 
Once you decide that a 24/7 call centre makes sense for your business, the next step involves finding the right one for your customer communications needs. OneContact is call centre committed to working as your partners to help you realise your business goals. For further News & Insights or you can  contact us at: info@onecontact.com.au .