Order Taking Call Center: Live or Automated Service?

Regarding order-taking call center service, you have to choose whether to have people interact with your customers or rely on technology to place their orders.

Sales service is an integral part of any business selling products. That’s why it is essential to plan your order-taking call center. Many consumers prefer to order their food online or over the phone rather than going outside. For example, 73% of customers order food at least once a week.

70% of buying experiences depend on how agents treat them during the phone call. So, having an agent is not enough if they don’t know how to communicate appropriately.

Inappropriately, businesses have shifted their attention to using chatbots. Most companies believe that it reduces errors made through human interaction. However, there are still some risks when going to a fully automated service.

Let’s look at the benefits when having a live agent vs. setting up an automated order-taking.

Inbound Order-Taking Services

The majority of customers majority want to talk with an actual human being before ordering. Somehow, the presence of a live operator makes you legitimate from their perspective. Having an automatic feels like getting an order without processing it.

Besides, older customers who don’t know technology love the feeling of having a natural person to natural. A live person can surely assist them appropriately through a process. They can also relay if they have a problem or concern about the product or the service.

You can not automate empathy and emotion in the order-taking services automated service; you assume that customers ordering know about before, and you leave behind those prospects that might inquire back. Live order takers will answer questions and persuade them to call immediately.

Immediately a downside to hiring a lot of agents. According to a survey, only 34% of agents in a company have the full enthusiasm and commitment to serve your customers. Meanwhile, 13% of employees have had a miserable work experience for many years, poor relationships with managers, and the absence of employee coaching.

You can resolve this employment issue by outsourcing your order-taking services with several managers monitoring your agents. They also have regular training and coaching to guide agents properly.

Automated Telephone Order-Taking Process

Customers nowadays don’t have much have many phones. They need a system protector order without taking much timeliness and prefer to cut costs by not adding the number of their agents to tend to their customers. At the same time, they set up an aunt they rated service for most of their tasks.

Here are Some Order-Taking Automated Tasks in Order-Taking Call Center:

• I am updating payment – A chatbot can change an order’s CC info, which provides these details to a live agent.
• They are assigning calls to the correct department. Correct reactive voice response (IVR) helps customers reach their intended departments, etc.
• Product availability – You can put a record of all your available products. It prevents customers from waiting too long to find out their item is unavailable. – Some customers want to know your store’s physical address. Instead of inquiring to a live agent, you can just put it in the automated message.

Aside from making the process faster, automation brings many benefits to many companies. Self-service ordeSelf-service uses errors coming from your live operators. Thus, there’s nobody to blame if some information is mistakenly recorded in their order.

You can also control your budget when going fully automated. Most BPO companer cost-per-call pcing. Having an automated system makes conversation shorter, therefore, lo, wearing the cost-per-call.

Customer service is still an essential factor in the crucial retention of your service. That’s why 80% of companies still prioritize their customer service above anything else. So, you might need to balance out your automated order-taking order-taking live operator.

Hybrid Order Processing Call Center

As stated, both types of order-taking services have pros. On the other hand, SMEs need to rely entirely on automated processes due to their volume of customers. Usually, big corporations and Fortune 500 companies have these kinds of services.

Yet, you can still have a hybrid order processing call center. You can automate processes that have more possibility for human error. Automation can also secure your customers’ privacy by preventing leaks due to leak mistakes. 

If you’re looking for a partner to set up a send order-taking service, go to Magellan Solutions. We have over 18 years of experience providing excellent BPO assistance for over a dozen overrides.

We also offer guaranteed flexible pricing options based on several factors, like service and the number of agents you need. Magellan Solutions understands that start-up businesses have limited funds for outsourcing services. Contact us today and get a free 60-minute business consultation. Please fill out the contact form below.