Is after Sales Contact Important
After sales contact is a crucial part of strengthening the relationship between you and your customers. Outsourcing after sales contact to a call center is a cost effective way to maintain great customer relationships without detracting from your new customer acquisitions.
What an after sales contact center does is contact your customers after they have already completed the sale. This can mean a few things but for simplicity, lets look at it from two perspectives: completing the sale on your web shop / storefront or answering calls in a warranty support fashion to customers who call your business during their after sales warranty period.
Not all contact centers provide after sales contact center services. When outsourcing after sales contact center services, your primary concern is the customer. If they are contacting the customer on your behalf to discuss how their sales experience was and to survey customers to help improve your sales in the future, make sure you know about their outbound telemarketing capabilities. Can they do B2C? Are they strictly B2B? How many outbound calls can they make in an hour? How many outbound telemarketers do they have working? Are they accredited? Do they follow DNC guidelines?
If they are managing your after sales warranty support, make sure they are a web enabled call center and able to access your warranty records online through a secure database connection. They also need to be a transparent extension of your company. Be sure they can answer the phone for your company and follow the script provided by your company. You also want to be sure that their contact center services are staffed twenty-four hours a day, seven days a week, including holidays, which means they can handle your call overflow or provide backup after hours.
For inbound after sales warranty type of support, make sure the call center agents can perform a wide range of services to assist your customers. They should be able to answer questions, dispatch your service technicians, schedule appointments, compare the customers warranty to what they are calling about, determine any extra costs, etc.; whatever your company needs are.
If you are outsourcing your after sales contact, be it for outbound surveys or for a warranty support help desk service, you want your customers and callers to be left with a feeling of confidence. Before you engage in or employ any contact center services, make sure you perform a few test calls or even get references to other businesses. Make sure the center is full of devoted teams who have your company''s after sales contact center services best interest in mind.
Another aspect to look at when considering outsourcing your after sales contact is the technology of the call center. Ask yourself if the current technology they are using will be able to grow with my needs. For example, your current warranty support procedures may be small and local but will you grow in the future and handle a larger customer base? Will the call center be able to keep up with your growing inbound telephone calls? Do they offer you services such as click to call or live web chat for after sales service and do you need them now or will you need them in the future? You want the call center software to be specifically designed with reliability and your customer''s satisfaction as the focus. If they allow, ask for screen shots of the systems and note if the systems are internet based and allow them to effectively help your callers with after sales contact center services based on information you provide to them
The best answering services use advanced technology that gives gives their after sales contact center services the ability to offer you secure call handling and customize anything to your needs. This includes systems that have been specifically designed to make sure your calls are answered promptly and your messages and after sales contact center services information are relayed efficiently.
Article Tags: After Sales Contact, Sales Contact Center, Contact Center Services, After Sales Warranty, After Sales, Sales Contact, Contact Center, Center Services, Warranty Support, Sales Warranty, Make Sure, Call Center
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Specialty Answering Service is a nationwide live small business answering service and live answering service provider. We answer for each client 24 hours a day and follow their instructions to handle each inbound or outbound communication perfectly.