"Oh, so you are a Call Centre?" "NO, and this is why…"
It is often easier for people to understand what something is by first clarifying what that thing is not.
In many conversations over the years at events, when we mention outsourcing or co-sourcing, we hear “Oh, so you are a call centre?”.
Your typical call centre brings up ideas of rows of people in a massive charmless office wearing headsets answering 100’s of calls per day. That’s not us.
So here we are, facing that question head on and making it easier to understand the value Talkr offers by first stating what we are not….a call centre.
This is not to say that call centres are a bad thing, they definitely serve a purpose for companies all over the world, it’s just that the priorities of those companies will be different to those that work best with Talkr. Put another way, the benefits that a call centre brings are very different to those that Talkr brings.
Below is a nice illustration that shows where Talkr offers the most value for our clients - mainly the ability to build your own team focused on engaging, revenue driving customer relationships and high product knowledge opposed to a simple log and refer, shared helpdesk type of deal.
Here are the key benefits of Talkr explained:
Strategic partner vs transactional, short term relationship
We work hard to understand your business, your goals and your company culture in order to firstly find you the best candidates to join your team. Candidates that will be motivated to learn and grow with your company. Once your first team members are onboarded we then work closely with you, using our expertise, to ensure your team and processes scale successfully. By forging a more long-term relationship with us, you can benefit from our 10+ years of building customer support teams, collaboration in strategic decision-making, and ongoing support that aligns with your evolving needs. We're in it for the long haul, offering you a reliable and trusted partnership.
Meaningful relationships with customers vs another cog in the machine
Let's face it, nobody likes feeling like just another cog in the machine. That's why building meaningful relationships with your customers will create memorable customer experiences for all the right reasons. When you hire customer support staff who truly care about forging connections, you're adding an extra layer to your support offering - a layer that means higher customer engagement, higher retention and higher average spend. These amazing team members will go the extra mile to understand your customers' needs, concerns, and outcomes. They'll treat each interaction as an opportunity to build trust, loyalty, and ultimately keep your customers happy and using your product. Say goodbye to disengaging transactional comms and hello to customers who feel like part of your journey.
High product knowledge vs frustrating scripted responses
You know that feeling when you reach out to customer support and they sound like they're reading from a boring, soulless script? This turns customers off. Customer support has moved on and you need to avoid this at all costs. The tried and tested way to do this, apart from putting the script in the bin, is to train and embed dedicated support people into your team. Your new team members can then take the time to truly learn the product inside and out. No more canned responses or vague answers that leave your customers scratching their heads, and likely testing out a competitor's product. Instead, your team will be their knowledgeable selves and provide tailored solutions, expert guidance, and the timely support your customers need.
Low staff turnover vs constantly training new team members
Picture this: you hire a talented support person, invest time and resources into training them, and just as they start hitting their stride, they're out the door. Ouch! That revolving door of new team members can seriously disrupt your customer support efforts, and costs you a fortune. That's where low staff turnover will save your startup endless hours and money. When you hire customer support staff who stick around, you're ensuring stability, consistency, which all equals a better customer experience. These dedicated support superstars become familiar with your company's ins and outs, your customers' preferences, and know exactly what makes your startup special. No more constant training and onboarding headaches—just smooth sailing and happy customers.
So in conclusion, when asked “oh, so you are a call centre?”, we reply “no, we are actually quite different”.