When you first create a call center for your business, you will have to invest in an internal call center software or phone system. Or, you can choose to outsource and hire a call center somewhere else. Regardless of where you decide to have a call center, you will be required to make some sort of investment.
It is important to consider what kind of benefits you will receive from a call center. Where you decide to invest your money should depend on your business needs.
What is an internal call center?
An internal call center is one that is located within the company’s own premises. Internal employees are also handling outside and internal calls through a call center software.
Often times, businesses choose to have their own call center internally so they do not have to share private business information to outside companies. However, some choose to have a call center simply to maintain direct contact with their customers.
There are a couple of things to consider before creating an call center within a company. For example, you should keep in mind that your company must be very organized, or else it will become a great expense. On the other hand, choosing potential candidates that can handle a call center is another issue that occurs. Because of this, you will want to make sure your calls can be easily managed by using a call center software. This will help ensure that only qualified agents will answer a call.
Why is it beneficial?
Companies prefer to have an internal call center because:
They can give customers better service
A business with an internal call center can provide better service to their customers. This is because employees have extensive knowledge of the company and can meet objectives quicker than an external employee.
They can achieve higher FCR (First Call Resolution) rates
Research has shown that customer service satisfaction is higher when customers are able to contact the company directly instead of an outsourced call center. This is because internal staff members tend to be more knowledgeable about the company. Therefore, they are able to find solutions to customer questions much quicker. This allows them to have higher FCR rates compared to outsourced call centers.
They can have more direct control over the company’s features
This is one of the biggest advantages of setting up your own internal call center. Businesses have control over the information that is handled within calls. This allows internal staff to provide excellent service to their customers.
Avoid security and privacy problems
Companies that prefer to work with internal call centers are concerned with maintaining the confidentiality of their customers’ data.
This does not mean that external call centers do not keep customer data secure. However, with more people having access to customer data, the greater the privacy and security risks.
More connected with customers
Internal call center staff can devote more time and attention to clients.
When clients are being assisted by internal staff members, they feel more confident when receiving an answer from the agent. They are aware that the agent is knowledgeable about the products or services they provide.
Offers more flexibility
These call centers are directly linked to the company. Therefore, if you want to introduce new products, services, or offers, you can.
It provides flexibility to make changes to existing processes, without causing delays in the stipulated time for implementation.
Without investments, without facilities
Probably, until a few years ago it would make more sense to bet on an external call center in the company, since it required large investments, purchases of equipment, facilities, etc.
Today, thanks to WebRTC technology, companies can easily have an internal call center in the company. Fully hosted in the cloud. It does not require any installation, purchase of equipment, new phones, etc.