This article sets out to correct both a prejudice and a misperception that I encounter regularly when presenting at networking events. The prejudice and the misperception can be captured in a comment (and variations on it) that I frequently hear; is that call answering and call centre services aren’t for small businesses.
Professional call-handling centres are calm, comfortable and focused places to work
The prejudice surrounds the term ‘call centre’. If you ask businesspeople what comes to mind when they hear the term ‘call centre’, most of the comments are invariably negative. They focus on phrases like ‘unsolicited sales calls’, ‘noisy, cramped offices’, ‘unskilled workers’ and more.
Whilst, on the balance of probabilities alone, there may be call centres that conform to these stereotypes, the call handling centres I have visited are calm, comfortable and focused places for skilled call handlers to work; it’s certainly what I aim for at Paperclip. Furthermore, it is what Paperclip’s clients would expect.
When the Paperclip team answers a call on behalf of a client, we are truly part of the client’s team. We answer in the client’s name and handle the call in line with the protocols agreed with the client. This quality of service can only be provided in a work environment where the Paperclip team are relaxed and able to give of their best. Although Paperclip doesn’t do outbound sales calls, we do make calls to cleanse data on behalf of clients, or to check on customer service and satisfaction. Again, this can only be achieved effectively if the environment, systems and technology work collectively to support the Paperclip team member.
Call centre services can benefit companies of all sizes
The misperception is that call handling for small businesses cant work. This is so wrong; call centre services can benefit companies of all sizes. The one thing that all businesses using call handling services share, regardless of size, is a genuine commitment to customer service and a recognition of the value of never missing a call. After all, if your business has a phone isn’t it just common decency to answer it?!
How has this misperception come about?
It may partly be the fault of the telephone answering industry itself, chasing the bigger fish whilst appearing to ignore smaller businesses. Speaking with my Paperclip hat on, I value a mix of large and small clients. That mix tends to smooth out call volumes and makes manpower planning more straightforward. Furthermore, it is never advisable to have too many of your eggs in only one or two large baskets. Paperclip welcomes businesses, public bodies and charities of any size.
Another comment I hear is that call centre services are too expensive for small businesses. This opinion is often voiced by those who don’t know how much call-handling services cost, or whose only experience of costing comes from call-handling businesses that bundle calls and offer relatively long-term fixed contracts. You can read an article I wrote about call handling charges by clicking on this link.
Call bundling pricing models can prove expensive for small businesses
The ‘call bundling’ approach to pricing means the prospective client has to sign up to a minimum number of calls per month. If you are a start-up, a sole trader or an SME it is unlikely that you will be receiving large volumes of calls, at least in the early days. In this scenario, ‘call bundling’ can indeed appear expensive: because it is! The pricing model adopted by Paperclip charges businesses only for the minutes they use. In other words, charges fluctuate in line with call volumes which tends to mirror your business’ activity levels. Paperclip works on a 30-day rolling contract which eliminates concerns about being tied into a year-long contract or similar.
Do you, or your business, have a specialist skill which is in demand?
The most erroneous argument made for small UK businesses not using call centre services is that they ‘…don’t need it’. Wrong, wrong, wrong! Paperclip’s sole trader and SME clients include tradespeople, financial advisers, medical practitioners, business coaches and more.
If a physiotherapist is treating a patient, they can’t be on the phone at the same time; if an estate agent is walking through a house with a client, they won’t be on the phone; if a plumber is fixing a leak, they have their mind on things other than answering the phone…and so on. Many sole traders and SMEs thrive because they have a specialist skill that is in demand.
Using Paperclip enables them to focus on delivering their services and, thereby, generating revenue. For many sole traders or SMEs, using Paperclip to answer calls and handle admin enables them to fit in another appointment, fix another boiler, or sell another mortgage.
Call answering is about so much more than simply taking a message
One final point. Call centres or call handling services are not just about answering a call and taking a message. Although Paperclip does have some clients for whom we simply take a message, for many more we undertake a wide range of other services including transferring calls, booking appointments, taking payments, issuing invoices, managing emails, managing live chat, entering information directly into CRM or management software systems and…well it’s really only limited by your imagination. In other words, using call handling and admin support services like
Paperclip can help small businesses to establish and grow at a pace of their own choosing. From personal experience, I can say that the step up from a team of two or three, to nine or ten was perhaps the most challenging and time-consuming from a management perspective and was a major distraction, ironically, from growing the business. A major saving grace was that I outsourced, and continue to outsource, all non-core activities.
If you are a small business, I recommend you consider doing something similar. Call centre services could, or maybe even should be part of that approach.
Want to know more about call centre services for small businesses?
If you have any questions about call centre services for small businesses, I’d be happy to discuss them with you. My number is 01246 418181 and my email is anne@paperclip.co.uk.
Hi, I’m Anne Batty, Managing Director of Paperclip. I am passionate about customer service. I believe enduring relationships are built on being open, transparent and trustworthy.
I love questions. So, if you have a question relating to telephone answering – pricing, technical, scope and more – I would love to hear from you at anne@paperclip.co.uk or 01246 418181.
Paperclip’s clients enjoy working with us. I know you will too.