subject: Call Center Services: Order Taking [print this page] Among the call center services that have come up sharply of late, order taking is a major one. The rise of the telephone as a dominant means of communication has made telemarketing a bigger force than it was a couple of years back. Cell phones have provided immediate access to the consumers into ordering for their required products and services promptly and conveniently. Call centers are being hired by business firms dealing with fast moving consumer goods (FMGC) and even takeaway food chains. They want some professional taking down their orders as opposed to untrained receptionists or even waiters! The phone answering system is becoming a factor that differentiates a growing business unit from a stagnant one. Customers need to be attended and that is the only way you can make them come back for more.
Let us take the example of a takeaway unit that hired a BPO firm for their order taking work. The traditional business person may think that the older model was working fine and they can very well continue with the same. However, you have got to realize that customers are increasing at an exponential rate. You have to provide them with the right convenience to push your brand across. If you don't have an answering service to handle their orders professionally, they might as well not call you. They have plenty of options at their disposal and that makes them picky and very demanding. The range of options and the competition between those options gives them the edge. You either fall in or fall out.
There are some major advantages of having a professional order taking service for your business. It's not just that the customer has options on their hands. Your business has options to offer too. A simple pizza comes in so many flavors, kinds of bread, toppings and other appendages! If you have a smart telemarketing team working for you, you can hike up your sales considerably. You can get all your options on the menu and ask the call center agents to cross sell and up sell. It's simple to do that for a trained agent. All they need to ask is something like, "Would you like fries with that?" Keeping the telemarketing services network very basic, you can achieve more than you had set out to.
The order taking services help your business to find more customers. It has been noted in surveys on fast food chains that customers generally never come back when you make a mess of their order. The call center agents who are taking down the orders are professionals and trained to process the requests of customers without confusing things up. They know how to follow the correct procedure in taking down and processing a request. As a result, there is an order to the way things are done. Customers get what they want and they don't have to keep repeating the order. The voice clarity features of the BPO unit do their bit to make sure things are smooth and clear.
