A business often keeps working even after everyone has gone home for the day, and if a utility company, a law firm, a medical practice, or any other business wants to help customers outside of normal operations, a 24-hour call center is the most effective way to do it. Businesses should expect to be contacted around the clock, and voicemail just isn’t adequate in most situations. Someone contacting a law firm doesn’t want to explain their delicate legal situation to an unresponsive machine, nor do they want to leave such sensitive information for just anyone to hear. No patients wants to discuss their physical ailments over voicemail, and even traditional retail businesses will have trouble converting sales if customers have to contact the company during the day only. That’s why one of the biggest advantages a business can secure is bringing on a communications partner to handle their phone contacts.
What are the advantages of a 24-hour call center?
The most obvious, and most efficacious benefit of a top communications service is that it is always available, around the clock and every day of the year. That means a business can continue converting sales at any time, even in the dark of night. More importantly, though, it can capture people who are just one or two time zones away – people who are regularly frustrated that they can’t contact the business at 3 or 4 p.m. their time.
For many companies, it is essential that potential clients are met with a human voice, and not voicemail. It’s not just about providing comfort to the client, though it does do that, it is also about securing all relevant information. A law firm, for example, must screen its clients before determining which attorney will handle the case, or whether there is a case to begin with. Medical practices and hospitals need to filter their patients for priority, as it can mean saving lives. A 24-hour call center doesn’t just pass contacts through to a messaging service, it addresses every person as if they were contacting the company during normal operation hours. This means using the company’s custom scripts, scheduling appointments, and screening people to direct them to the right department or to input their information. By the time an attorney or doctor arrives at the office the next day, they may have several clients or patients added to their list. Some of those clients and patients may have been pushed away by another firm’s poor communications service.
People don’t typically expect to be personally addressed and served during the evening or during the early morning. So just imagine the impact that a 24-hour call center can have on the company’s brand, and how it can quickly strengthen the business’s reputation. That can provide benefits that are difficult to quantify, but impossible to ignore.