When most people think of a "call center", they think of a big room filled with cubicles and workers with headphones, probably in India or Philippines. Although those countries do have call centers (and companies hire them), this doesn't mean that your company has to use an overseas call center. There are plenty of call center services in the United States. They aren't all located overseas, and that's one call center myth that we've debunked! There are plenty more call center myths, so here are four more call center myths that we are debunking right now!
No one likes talking to people with with an accent
This one ties into the first myth we busted. Since its perceived that all call centers are overseas, then the reason people think these call centers are bad is because the accent and the language barriers get in the way. This isn't necessarily true because the main reason why customers are upset with a customer representative is because there's an inability to solve their problem. Customers don't really are who helps them as long as they receive the help they need. If the person on the other end can understand the caller's problem, find a solution, and communicate that solution effectively, then the caller will be happy no matter the accent.
Call centers don't really help your business because they aren't filled with people who can solve the customer's problem.
This will only be the case if you don't take the time to work with your call center service to customize the script and to implement call routing procedures. If you're just looking to dump your angry customers on someone else then no, a call center service isn't going to help your business. But, if you take the time to provide the call center service with the tools to serve as an addition to your business, then it will be a great asset. It should also be mentioned that this myth assumes that call centers only handle inbound customer calls, when that's not true either. Call centers can also generate leads with outbound calls, take orders, and schedule appointments as well as answer customer questions and solve their problems.
You have to outsource all of your calls if you go with a call center
This myth is false because it doesn't full understand call center services, which are very flexible. Sure, you can use them to outsource all of your calls, but if you only would like a call center when the business is closed, or when there's an overflow, or when you are short-staffed, then all of those options are available with most call center services as well. No, you don't have to replace your in-house representatives if you don't want to. Instead, use the call center as an add-on so that when needed, they can help your business serve more customers while providing them all with the excellent service they expect and deserve.
Call centers only work for certain industries
Although call centers are more common in the marketing and technology industries, as well as with large enterprises, there's nothing that says that call centers only work for those industries or for small businesses. Many other industries have used them for some of the reasons we listed in our previous myths. Those industries and businesses include:
Are call center services something you can use? Have any of these debunked myths changed your mind about call center services and what they could do for you?