Your return on investment (ROI) is a key performance indicator to determine your profit from an expenditure. If you have been considering investing in a dedicated call center, the question of its ROI has undoubtedly been raised. Is it worth the expense, or would your money be better spent elsewhere? To answer this requires, in part, knowing the services your dedicated call center provides.
At Teledirect, a few of our many business solutions provided by our dedicated customer service team include:
- Lead Qualification
- Lead Generation
- Appointment Setting
- Customer Service and Support
- Order Processing
- Help Desk and Reservation Services
- Customer Retention
- Technical Support
In some ways, measuring the ROI of dedicated customer service is relatively straightforward: how many calls led to a sale or appointment? In other ways, it’s less concrete and slightly more complicated. How many customers experienced the level of service that transformed them into a client for life? That’s a long-term strategy that’s nearly impossible to measure but, in many ways, defines a company’s success.
At TeleDirect, we’re committed to boosting your ROI. If we don’t, we haven’t done our job correctly. What is our job? To provide the best customer experience possible and to turn calls into leads into sales. How can you quantify how much money your company generated due to exceptional service? It’s all in the numbers.
- Forrester Consulting found that companies focused on the customer experience grow revenue 1.7 times faster than those that don’t. They also increase their customer lifetime value by 2.3 times more.
Depending on what you pay your call center, that can amount to a significant ROI. At TeleDirect, we make it easy to determine your ROI. Our simple pricing model lets you pay as you go and only for what you need — no monthly fees or contracts.
In addition to boosting your ROI through increased sales, customer acquisition and retention, you will also gain additional revenue by lowering your overhead costs. A few of the common cost-benefits include:
- Reducing employee costs: Outsourcing customer service reduces the cost of wages, training and recruitment.
- Lowering operational costs: Depending on your in-house setup, you can significantly reduce the cost of office equipment, technology, infrastructure and utilities. Consider all the technology it takes us to function at our peak: telephony systems, computers, CRMs, data analysis, live chat software, routing systems and much more.
- Scalability: A dedicated call center allows your company to scale resources as needed. Is there a big launch coming up? We will add more agents to support you. Are you slow during the winter months? We’ll reduce your support. At TeleDirect, we never want you to pay for more than you need. We’ll help you determine the optimum support now and as you grow.
Understanding Dedicated Call Center Agents
Our dedicated call center agents are systematically trained. What, you may wonder, does “systematic” training entail? Systematic training is a comprehensive model that defines exactly what your agents need to know to maximize your growth. It determines the best way to implement, evaluate and ensure they know your brand’s voice, product or service and answers to the many questions potential or existing customers will ask. It facilitates the development of the knowledge required to take your business to the next level.
Today’s highly competitive environment requires a well-trained staff (our call agents) who can deliver excellent, dedicated customer service. These agents are dedicated to you, which means supporting your business is their only job. They are there for you, and only you, 24/7. This requires comprehensive account-specific training to help you reach your determined goals.
Share agents, on the other hand, work on multiple call campaigns. We may recommend this approach during your slow season, for overflow, or if you have a customer service team that needs a little support now and then.
The Role of Dedicated Inbound Call Centers in Business Growth
A dedicated call center ensures exceptional customer service that leads to acquiring new clients and keeping your existing clients brand-loyal. If you’ve been in business long, you know that retaining clients is significantly less costly than obtaining new ones. Studies have demonstrated that acquiring a new customer can cost at least five times more than keeping a current one.
Do you know your customer turnover rate? If you’re a subscription-based brand or a SaaS company, it’s easier to calculate. At TeleDirect, we take the guesswork out and gather valuable data by directly asking your customers. Are they happy with the service or product, and if not, is the issue cost or a poor experience? One survey found that 58% of respondents would pay more for a great customer experience. Almost 90% of companies believe customer service plays a tremendous role in customer retention.
That’s where TeleDirect comes in. Our dedicated inbound call center is an extension of your company, providing an exceptional customer experience. Our dedicated call center agents engage with your clients, offering empathy, understanding and deep-seated knowledge. We increase your ROI by keeping your sales funnel moving, enhancing response times, qualifying leads and converting prospects into customers.
As leaders in the industry with over 25 years of experience, you can be confident in our comprehensive sales conversion strategy designed just for your business. The result? Minimal costs and optimal ROI.
For some companies, taking advantage of our 24/7 dedicated call center functionality ensures no lead is missed while demonstrating your brand’s commitment to excellent customer service. Our highly trained agents even assist with tech support, a service your customers truly appreciate in times of need.
Enhance Your Sales Through TeleDirect’s Dedicated Customer Service
At TeleDirect, we pair your product or service campaign with our performance-based team to increase your results from top to bottom. Throughout the campaign, constant feedback and reporting will give your company the visibility of how well we meet and exceed your performance goals. It’s due to our exceptional results that many of our clients consider us their long-term partners, an integral part of their team as they break down barriers and exceed their financial, operational and customer service goals.
Are you ready to enhance your sales with our dedicated agents by your side? Contact us today to learn how TeleDirect’s dedicated agent solution will reach your audience, engage your customers and drive your sales!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.