“How & When is a Good Time to Open a Call Center?”

Hi there, Dori Soukup here, with another Question of the Week. This week’s question comes to us from Elizabeth from New Mexico.

“My business is growing very fast, thanks to you Dori. My question is: how and when is a good time to open a call center?”

That’s a great question. When people have a very busy place, it is a much better idea to have a call center than to have chaos at your reception desk area. I would need to know more: how many people are checking in and checking out on daily basis, how busy is your guest relations team, or is the guest experience suffering because they have too much to do? Or maybe you don’t have enough people working at the guest relations desk. There’s a lot to consider.

We should set up a private coaching call and make sure that you’re on the right track. I love having a call center. Because if you want your guest experience, check-in and check-out to be so good and effortless and a great experience for the guests, then that’s what the guest relations team should focus on. The focus should be on the check-in, check-out and revenue generation from those experiences. You could have the call center somewhere in the back of the house or off location. Or maybe if you’re thinking about expanding into another location. It’s a great idea to have a call center.

I love the idea because that becomes your sales department. They would handle the incoming calls, and you could have a set of team members that are doing outgoing calls. You need to be selling memberships, making sure you’re having a good confirmation process in place and making sure they’re selling the consultations for you. Those are all very essential things that they could be doing for both incoming or outgoing calls. That’s why I love a call center.

If you properly train people, and you give them the scripts and the strategies, then this idea would make your business grow exponentially. There’s nothing better than having a call center.

Whether you have somebody else may be watching this, if you have multiple locations or if you don’t have a call center yet, you’re totally missing out. Or maybe you have a large facility. One of my clients, Denise, she has two locations with over 100 employees. So, she has a call center. We’ve trained them, as a matter of fact, and they are just killing it. They’re doing so well. It’s a wonderful thing to have.

Give me a call, Elizabeth. Let’s talk about it. Let’s see if it’s the right move for you. I hope this gives you a general idea of some of the dos and the don’ts of when you should do a call center and when you should not. To me, you should always do it. Even if it’s one person sitting in the back office somewhere. It’s a good idea to have that phone ringing away from the guest experience that you’re trying to deliver to everybody. So, let’s see what would be the right move for you.

Do you have a question? Make sure you write to us so we can also answer it for you. Write to Info@InSPArationManagement.com

Until next time, stay inspired.

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