Call center services are great tools for small businesses — but unless there's 100% organizational involvement, your small business may never realize how effective a call center can be, leaving you to bail before you're benefiting. Join SAS to learn 6 proven ways your small business can maximize call center adoption. Learn more @ https://www.sascallcenter.com/6-ways-your-small-business-can-maximize-call-center-adoption/

1. 6 Ways Your Small Business can
Maximize Call Center Adoption

2. Why is Call Center Adoption Important?
● Allows your business to work seamlessly and in tandem with your call center.
● Call centers offer affordable resources that can help grow your business.
● Call centers can help give your small business big business vibes.

3. So, what are the ways your business can maximize call center
adoption? Let’s take a look...

4. #1. Have Multiple Departments or Employees
Check Call Center Performance Daily
Jan
Feb
Mar

5. Sales
● Your sales team should be responsible for
checking up on how your call center is
capturing, generating, and/or converting
leads.
● Allowing your agents to schedule
appointments on your behalf can secure
more patients or client traffic.
$
$
$

6. Support
● Your support team should be responsible for
checking up on how your call center is
providing customer service.
● Having agents input data into your system or
perform basic help desk troubleshooting can
help increase customer satisfaction and
in-house employee performance.

7. Billing
● Your billing or accounting team should be
responsible for checking up on how your call center
is handling billing inquiries.
● Allowing your agents to process payments on your
behalf can help cut down on return calls and
alleviate in-house queues.
Discover
0000 0000 0000 0000
Sandra Dee
12/22Visa
0000 0000 0000 0000
Danny Zucko
8/21

8. #2. Have Everyone In Your Organization Help
With Adjustments

9. Gather feedback from staff
● Asking your employees their opinions
may generate ideas on how to increase
call center performance that you
haven’t thought of yourself.
● Can help maximize your business’s
approach to outsourcing.
Brainstorming
Session
Add more
FAQsDesignate
account
manager
Rate agent
performance
Implement
dispatching

10. Generate reports
Reports can help you determine if calls
are taking too long and if so, how
your script can be refined to
streamline each interaction.

11. Run controlled tests
It’s a good idea to have more than one person
placing test calls at different times throughout
the day or week to get different perspectives and
see if there are any hiccups with hold times or
operator performance.

12. #3. Keep It Simple

13. Implement FAQs
● Allowing your operators to help answer questions is
going to be the best way to cut down on the amount of
calls your employees have to return later.
● Keep in mind that the more FAQs you add, the more
information your operators have to sift through
● Could result in longer calls and a shaky call flow.
Simple questions your agents can
answer include:
business hours
Location
Pricing
Services

14. Set up Transfers
● Set up transfers for questions your agents are
unable to answer.
● Offers a great way to streamline support and make
sure your customers are getting the assistance they
need.

15. Keep Path Options Minimal
● A “path” in a call center script is simply just an option the operator
can choose when handling a call.
● the more paths you add, the more chances there are for operators to
select the wrong option.
● We recommend 3 paths, and no more than 5 for a simple process.
● Any other scenarios that could come up should be grouped in a “catch
all” path the operators can take to just gather basic information.

16. #4. Find How The Call Center Adds Value To
Your Organization, And Show It

17. How can call centers add value?
● Less cancellations each month shows that more customers are happy.
● More employees leaving on time each evening shows they have less work to do during
the day.
● Hitting higher bonus tiers shows that customer retention is increasing.
● More sales in your pipeline shows that leads are being captured more frequently.

18. #5. Train Everyone Who Will Be Accessing The
Software

19. Stick to the Basics
How to pull up message details
How to listen to calls
How to update FAQs or change where messages are sent
How to access the on-call system
If your employees will be accessing your call center’s
online portal, they should know how to use it. Some
simple tasks they should be familiar with include:

20. #6. Implement Software Features

21. App Integrations
● If your call center offers them, app integrations can help
with everything from appointment scheduling to
customer management.
● App integrations can include various platforms like
Google Calendar, Salesforce, and Freshdesk.
● advanced software may come complimentary with your
service.

22. On-Call Schedules
● Implement your on-call schedule for easy
updating and dispatching.
● Plug in your staff’s schedule and stay organized
with color coordinated features.
● create custom groups for easy input.

23. Scheduled Reports
● Scheduling automatic reports within your portal
will help keep you in the loop without having to
lift a finger.
● Reports may be able to be sent daily, weekly or
monthly.
● Should be able to include stats like the number of
calls or minutes in a given time frame, among
others.

24. Surveys
● Surveys are a great tool to help you get an
idea of what your customers are thinking.
● See if your call center reps can can send your
customers an email with a link to your
survey after each call.
● Customizing your surveys helps bridge the gap
between your business and call center.

25. Call Ratings
● Listening to calls and rating operator
performance allows you to monitor the
quality of your calls.
● Leaving feedback for your agents gives you a
complete hands-on approach to your
outsourcing experience.

26. Mobile App
● Your call center’s Mobile app can allow you to
always stay connected, no matter where you
are.
● Check messages, return calls, and make
changes right from the palm of your hand.

27. Users
● Adding users in your online portal Gives your
employees their own access.
● See if you can set permissions for each user to
determine what they can or can’t access.
● Check to see if there is a limit to how many users
you can add.

28. What’s Next?
Call centers like SAS can help you handle customer service requests, connect with leads, and
open up new communication channels. If you’re looking to help grow your brand, these tips on
call center adoption will help get you started!