Why Is Order Processing Important And How Can A Call Center Company Help

In the age of automation, are call centers still needed in processing — or at least taking — orders from customers?

Making an order, be it on a brick and mortar store or an online shop, is a regular part of our lives. And admit or not, a delay in processing your order is a huge turn off for you. Non-verbally, it sends you a message that the business has not yet established a system that facilitates smooth workflow processes.

Every touchpoint is important because it affects the decision of a particular customer when making a purchase. It is what happens during order processing. The way how you handle or deal with a customer when taking their orders can either lose them or increase their value.

Understanding order processing

Order processing refers to the overall procedure of picking, packing, and delivering items to a courier company. This process starts the moment your customers browse your products offerings and continues with their actual interaction with you.

When viewed from the inside, order processing is a very busy place. Many people are involved in the process of sending a delivery to a single person. It functions as an ecosystem. To make everything work harmoniously, creating a streamlined process is a necessity.

Meanwhile, for customers who have a limited view of the process, their only concern is to make the order and receive it immediately on the time or date stated after finalizing their orders.

Basically, there are several steps involved in order processing:

• The customer looks for the item he or she wants to avail then calls the company. For those who use an automated ordering system.
• A customer service representative takes the order, answers questions related to it, discusses other pertinent details, and finalizes the order in a system. Note that there are also lots of online shops with automated checkout counters. This is perfect for customers who prefer self-help or who don’t have further questions regarding their orders.
• Your online shop then fills the order then send it to the courier company.
• The courier company delivers the product to customers.

As mentioned above, the way you handle your customers’ orders can encourage them to continue buying from you or stop future transactions with your brand. Sometimes, it also depends on their current need (a customer who just purchased a lawn mower won’t buy the same item anytime soon). What you need to know and understand is how you can continue with your relationship based on the customer service you provide and their possible purchases in the future.

Importance of efficient order processing

Aside from those mentioned above, there are several reasons why order processing is an important activity in your organization.

• Order processing ensures continuous business operation.
• Efficient processing of orders leads to increased sales and higher customer satisfaction.
• Saves time.
• Streamlines operation which results in a minimum number of backlogs and keeps your entire operation on time.

Role of call centers in order processing

How can a call center be related, in any way, to your business?

Is it still needed when customers can help themselves when making an order?

Call centers handle a huge number of calls from the customers of their clients. It can be related to customer service, order taking, reservation, technical support, and other call functions.

Despite the availability of self-service checkout counters, there are still lots of customers who prefer to call when ordering. This enables them to know more about the product and ensure that what they are ordering is really the thing that they need. Here, you can make sure that your customers receive the best experience when dealing with your brand.

This option opens many opportunities for your business.

One of the known benefits of having a call center manage your order processing is it gives you the capability to clear misunderstandings brought by vague product descriptions. It would also be easier for you to offer additional items that can complement their initial order.

There’s also a discretion to set up product quantity discounts. For example, a long-time customer ordered more than 10 items from your customers. Instead of charging him or her the same price, you can drop the price as a way of showing your gratitude. This is one way of delighting your customer, a key to making him or her come back for more.

You can also your heighten your customer service with the help of phone order taking services.

Do you need help with your order processing? Contact us now and let’s see how we can help you.