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The Biggest Problem With Call Centers, And How You Can Fix It

October 24, 2019

If you’re considering a call center or already have a call center service in place, there is no doubt you understand the value of 24/7 customer support and the challenges that come with scaling that support internally. Up until recently, a call center appeared to be one of the only options for external support. Depending on your goals, a call center might be a good fit for your company. After hundreds of conversations with business owners in the fitness, beauty, and dental industries, we’ve discovered that there can be serious limitations.

Here are the biggest problems our customers expressed with call centers:

They do not understand your business

Call centers tend to be one-size-fits-all. Call center employees don’t understand your culture, product, or service like an employee would.  Industry terminology often isn’t known. This can lead to negative customer experiences and require your staff to follow up.

They require you to follow up

Lack of knowledge leads to internal staff needing to follow up with the caller, diminishing the value proposition that call centers will save your business time.

You lose control over your business

As a business owner, you lose control over the conversations with your customers. You can’t control who they hire, how they are trained or provide feedback/coaching. You get what you get.

Expense covers only one form of communication

We are seeing a steady decline in consumers calling businesses. Twilio shares, “89% of consumers would like to use messaging to communicate with businesses”. Call centers provide consumers with one option for communication outside of business hours. This is limited and may deter consumers from calling in.

How can you fix it?

Get the 24/7 support and scalability from a call center with the power of messaging and web chat all-in-one with TrueLark‘s Virtual Front Desk Assistant. We handle your missed calls, provide text messaging services, web chat, and more.

Our AI has handled more than 500,000+ conversations in the fitness, beauty, wellness, and dental markets. We know your business and our product learns over time, taking the effort off you and your staff. Plus, you’re in control. You customize your Virtual Front Desk Assistant to follow how you run your business and to match your brand’s voice.

Ready to make the switch? Learn more about how TrueLark can support your business here.



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