You might want to convert your hot leads or want to reconnect with old clients to drum up business. But the best idea is to have the right people to accomplish the right tasks. If you either want to start up or have an existing virtual call center, you would want to onboard the best telemarketing assistant to engage with your client base. In addition, even though telemarketing support is viewed as a non-technical position, it does involve solid skill sets, especially when dealing with consumers in a professional and friendly manner. A call center is a key element for your clients’ customer-oriented service. This will not only help with boosting customer satisfaction − it will add to your revenue.
A virtual telemarketing assistant
A virtual telemarketing assistant or virtual call center agent is a person who offers phone (and email) support. Such a person does not work at the business’s own premises but remotely, from their own home office. This offers huge business benefits. For one thing, establishing a call center can be costly. However, opting to go virtual can radically reduce these costs. The real benefit applies to small businesses or start-ups that want to control their costs and make the most of what they have. More so, businesses in countries where the local workforce is expensive can also thrive. This applies to countries such as Australia. By outsourcing, a company based in a country such as Australia can save up to 70% on its total business operating costs. The virtual assistants need not work in a physical space to complete the task of assisting clients. Virtual assistants can be scattered. Ideally, however, they should be in a similar time zone as your client base. It is also suggested that they be native-English speakers to conform with the language used by your company.
Meet your new virtual call center
When a customer calls your customer support number, the call will be redirected to a virtual assistant. The client would be under the impression that they are calling a physical call center: they will not know otherwise. Meanwhile, the telemarketing assistant would be working from a quiet office space, answering the calls and responding to the emails. There the virtual assistant can assist the clients with their queries. These queries can range from checking the status of orders they have made on your eCommerce store if that is your business. Regardless of your business, this would free up your own time so that you need not have to deal with a customer-facing role. Equally, the client does not experience any delays in gaining an answer to their query.
The key benefits of a virtual call center
Besides the cost-saving benefits, the main use is to ensure that your clients receive the best customer service possible. More so, if you are scaling and still growing, you might have a period of the year when you need added support. Outsourcing your call center allows for this. This also means that as the demand dies down, you can scale down, and when it becomes business again, you can scale up by once again hiring a telemarketer to assist you.
Additionally, your company will be available to your clients – which is very important if you are an eCommerce business trading over several countries and even on different continents. Professional customer service will make your business more acceptable. Besides adding customer confidence, it will enhance the trust factor. Trust is important, especially if a client is unfamiliar with a business or brand. You can therefore catapult your efforts just by having a virtual call center.
Tasks of a telemarketing assistant
A virtual telemarketing assistant can assist with numerous tasks. More than just answering the phones or responding to emails, they can also assist with circle prospecting, cold calling to gain more clients, helping with appointment setting and other bookings, making sales calls, and also taking payments, delving into market research, and offering lead generation and nurturing services. For instance, with circle prospecting, the goal is to increase your database and gain more bookings or appointments. To build a bigger database, you need the clients to trust the brand. The company cannot do this simply per sales and cold calling. Although these are useful activities, there must be a balance; one must take care not to push clients away. A more neutral approach would be only to consider incoming calls and assist with appointment settings.
The bottom line
A virtual call center and a virtual telemarketing assistant can be assets to any business. For instance, with an online store, having customer support allows the client more readily to make purchases, knowing there is help with after-care service. This builds the business’s reputation and creates trust. If you are ready to boost your business and turn it into a professional venture, similar to most large international businesses, then contact Aristo Sourcing. Book your complimentary call with our outsourcing expert, and let us help you build your own virtual call center.