What an order-taking call center can do for your mail order business

You’ve worked hard to establish your mail order business. Your inventory of carefully selected products is now completed, your mail order catalogue has been published and circulated, and your website and social media accounts are up and running. You’re expecting orders to come in from your target clientele anytime soon. Then you realize that something’s missing.

You need someone to take these orders.

But if the thought of hiring a full-time employee to perform this function is unappealing to you, it is best to consider getting the help of an order-taking call center.

An order-taking call center is a key and initial point of contact of your purchasing customers to your mail-order business. Order-taking call center agents serve as your front liners, ensuring that your customers are properly taken care of from the moment they decide to purchase your product to the moment they hang up the phone after placing their order. An order-taking call center offers a business answering service that carries a ton of benefits you may not immediately realize. Read on to see how an order-taking call center can contribute to your mail order business’ success:

1. It can deliver a personal, warm service with their courteous and friendly human agents. A 2011 American Express Survey showed that in 2010, 67% of customers have hung up the phone out of frustration they could not talk to a real person. This finding underscores the customers’ need for that personal, human connection in completing a task as simple as shopping. An order-taking call center ensures your purchasing customers will be greeted by polite human agents, not answering machines. These agents can instantly make them feel at ease by delivering a kind of customer experience that automated computers cannot.

2. It can improve your customer service experience with their agent’s competence, professionalism, and efficiency. The same survey showed 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Whether it’s waiting too long for their call to be answered or an agent incorrectly answering their questions, poor customer service will cost you much more than you probably think. When you outsource an order-taking call center, you can rest assured that you have increased the chances of a better purchasing experience for your customers. You can be confident that with the knowledge, skills and training of the agents, placing their orders is going to be a pleasant experience.

3. It can extend your business with its 24/7/365 operations. An important advantage of an order-taking call center is they are open for business even when your office is not. When a customer dials your company at midnight to place an order, you are guaranteed to not miss their call, and their patronage. Your customers can always rely on someone to take their call and assist them in their order placement, whenever they call, even on holidays. A business answering service that is this accessible can do wonders for your bottom line.

4. It can increase your sales because it can serve as an additional sales and marketing channel. Order-taking agents are not just responsible for taking note of the orders of your customers and their shipping information, they are also trained to push more products. A professional order-taking call center invests in training its agents in sales strategies such as cross-selling and up-selling. Having agents like this as your front liners can help your mail order business generate more sales.

An order-taking call center can help grow your mail order business because it provides good customer service, ‘round the clock availability and additional sales support.

Outsource to an order-taking call center now and achieve better business results. Talk to us today.