Entrepreneurs very often have to wear many hats and be a jack of all trades, they may be the person unlocking the office door and making coffee in the morning, holding important sales and marketing meetings in the afternoon, and then sweeping the floors in the evening. For many entrepreneurs they become so accustomed to attempting to be all things to all people that they find it difficult to not only know when to let go but how to let go. It may be easier for the entrepreneur to eventually relinquish brewing the morning coffee to a new receptionist but much harder to know when they should turn over the reins of their company’s success and revenue stream- their customers.
To help determine when it’s the right time to partner with a professional outsource provider, the entrepreneur should sit down and ask himself/herself some very fundamental questions.
1. Are you truly expertly managing the customer service function to the degree your customers deserve and are you confident it is not at the expense of other important functions such as accounting/finance, manufacturing, or sales and marketing?
2. Are you truly confident that you are doing a better job of managing this portion of your business better than a savvy customer service and sales professional with an experienced firm which has access to state of the art technology, dedicated call center agents and additional infrastructure?
3. Are you still able to see the forest from the trees? Or put another way are you able to not get bogged down with day to day activities and still discern a pattern amongst the mass of customer data you have accumulated and see the big picture in order to develop new strategies that ensure your continued growth?
If you answered no to any of these questions it is most likely time to start exploring a relationship with a call center partner.
A professional and experienced contact center who understands your values and goals can free you up to focus on and strengthen other important areas of your business while helping you craft additional customer service and sales strategies such as satisfaction bench-marking, gathering important customer feedback, and creating upsell cross sell opportunities.