Why Outsourcing to a Call Center is a Necessary Choice

Light up sign of two hand shaking


As your business grows, so does your workload this is where outsourcing comes in. Your employees will eventually need to expand to handle the extra workload, but additional payroll can be a large expense. Of course, there is also the possibility that your new employee may not have enough work to keep them busy all the time, or other times, even the new employee may not be enough. So how do you find a balance? You need a partner that can help you manage the workload.

One solution is to outsource your calls to a professional call center such as Endicott Call Centers. By outsourcing tasks that your employees are already having to deal with, you are lowering the current workload and freeing them up to focus on other tasks. Additionally, Endicott will scale to handle your calls regardless of volume. This means you always have the help you need without having to pay staff to be on standby.

Simplify Your Office via Outsourcing

Answering calls is often cited as one of the most stressful tasks in an office setting. Your staff is busy with their assigned tasks, and each time they have to stop what they are doing to take a call, it negatively affects their productivity. Removing the inbound calls allows your employees to remain focused and productive. The reduced stress in the office also improves morale amongst your employees, which also adds to increased productivity and overall satisfaction.

Endicott Call Centers works with you and your staff to create a script for our operators to use when handling your calls. This allows you to customize exactly what is said and gathered from each caller. Later, when this information is passed on to your staff, the uniformity of each call being handled in an identical way and with the same info being collected means your staff has exactly what they need to do their jobs. This can increase productivity and eliminate callbacks and missed information.

Outsourcing Technology to Work for Your Business

Endicott Call Centers utilizes the latest in call center technology to help our clients meet their needs. As new technology becomes available, Endicott puts it to use, taking care of all the training and oversight needed to implement and transition. This means your business is always on the cutting edge without the additional costs of purchasing, implementing, and training staff.

By engaging new technology such as artificial intelligence, Endicott improves the experience for both you and your customers. However, it often also benefits your employees when new advances make it easier and more convenient to access information from calls fielded by Endicott operators. Technology such as the Startel Appointment Scheduler allows your staff to see updates to appointments made by Endicott operators in real-time.

Improve Customer Service

Your customers are your business. Customer service is a primary concern for any company, and it is crucial in growing and expanding your business. Endicott Call Centers allows you to improve your customer service by treating every call with the individual care that it needs. This means that every call will be answered regardless of the time of day or call volume. With bilingual call representatives, our operators can also assist whether the caller speaks English or Spanish.

Our operators are always ready to take calls meaning your customers do not have to wait for someone to answer the phone. Once the call is answered, they are guaranteed to have a knowledgeable operator with a positive and upbeat attitude ready to assist them with their needs. Our operators always attempt to solve the problem on the first call to help ease customer tension. Friendly customer service is guaranteed to increase customer retention and satisfaction. Outsourcing might just be exactly what you need for handling customers correctly.

Work with a Dedicated Partner

Endicott Call Centers are dedicated to helping our clients grow their business and protect their brand integrity. You have worked hard to create your brand and build the bonds that you have with your customer base. Endicott understands that, and we are committed to helping you not only continue on your current path but also implement new, proven growth strategies to increase your customer base and continue to build strong bonds.

Our operators are trained to maintain the pre-determined script and to work within confines set by you and your company. This not only ensures your customers are handled as you intended but provides familiarity for your callers. Endicott provides quality assurance through call monitoring and available reports to let you know how our centers are handling your calls.

Endicott also makes it easy for you to change or alter your script and other plan details so that you can customize the experience for you, your staff, and your customers. As your business continues to grow, Endicott is committed to growing with you and your customer’s needs and to continue to provide high-quality customer service at every turn.

How Endicott Can Help

Endicott Call Centers is a national call center with omni-channel services. We are fully equipped to help you with your business and any special circumstances.

Request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. And, we’re happy to offer our insight into what your customers and employees seek from your company.