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Aside from cost, or the fact that
having an outside answer you business calls, there are some smart rules
regarding 800-lines and how you should handle them.
Keep 800 lines in-house when the product is technical or when consumers are
likely to ask a lot of questions.
Only a hire a service bureau when the volume of calls in moderate, less, or
comes in cyclical pattern. Personnel and space needs for an in-house
operation may be greater than what your business can currently afford. One
advantage of using an independent service bureau to handle your calls is
that it is a fixed cost tied in to the call itself. Unlike having an
operator sit in the office 8 hours a day, the amount you pay a service
bureau is limited only to the number of calls they handle for you.
If you were to establish an in-house operation, your phone clerks should use
a video-terminal that displays information about the product as well as the
customer.
Your 800-lines should be staffed until 5pm Pacific Time, three hours later
than many companies in the East Coast have closed. Also, think of offering
promotional call days to help boost sales and direct sales during certain
hours or certain days of the week.
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