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Given limited resources and people, small businesses often face bigger struggles when managing customer calls and capturing leads. Scaling the team or hiring more people isn’t the most practical or economical decision; the next two alternatives are either to utilize AI or an outsourced call center. In this post, we will compare the choices.
AI Receptionists: An Overview
Many providers, such as https://www.signpost.com/, offer AI receptionists that are powered by artificial intelligence. AI voice agents can take routine calls and handle repetitive queries without a pause. Many models are designed to take as many as a thousand calls at the same time. Services like Signpost further offer seamless onboarding and quick setup, ensuring you can take calls immediately. The company has been offering AI answering services for hundreds of small businesses in the US, which means the solutions are centered around these companies.
Call Centers: An Overview
Call centers have remained the focal point of outsourcing customer care for many businesses, including corporate biggies. These centers have live agents who can work beyond standard hours and offer personalized interaction for customers. The good news is your company doesn’t need to waste time on hiring more people and shell out the work to the right center.
Consistency and Message Accuracy
AI receptionists handle calls based on scripts and details shared. You can update information in the knowledge base, and AI will use the information to understand user intent and offer responses. Everything is customized for each caller, and the answers are standard and consistent. There is no risk of miscommunication. Call centers, on the other hand, have agents who also use the given scripts, but there is an inherent risk of mistakes. Agents also need ongoing training to maintain consistency.
Cost and Scalability
Small businesses may benefit more from an AI receptionist, considering the pricing is usually fixed. You can get a monthly package for fixed minutes, and if your business scales or experiences sudden call volume spikes, the package can be adjusted accordingly. There are no extra charges for 24/7 coverage. Call centers charge customers for different needs, and there could be additional charges for additional hours beyond usual times. Scaling is also expensive in that context, with higher fees.
Lead Capture and Data Integration
An AI receptionist can easily identify and log call details and summaries, and there is no room for mistakes. Solutions from Signpost can also integrate with your existing tools, such as calendars and CRMs, which is a great advantage. Your team can get real-time notifications for any updates or requests. Call centers rely on agents to note these details, which may lead to inconsistency and mistakes. Data accuracy could be a concern.
Caller Experience and Professionalism
Many businesses prefer call centers because there is human interaction with customers and leads, and while that’s an advantage, the costs can be a concern for small businesses. An AI receptionist offers standard responses, but models are constantly getting better. With natural language processing and tech like voice synthesis, AI receptionists can provide more humanized responses than before. Your customer is unlikely to find a difference between the two.
Control and Customization
There is little to no control over live agents working remotely from a call center. Considering small businesses and startups are dealing with local people with specific needs, this could be a bummer in the long run. An AI receptionist is probably better because the responses are entirely in control. Custom scripts can be further updated as and when needed.
If you compare in terms of cost, control, and features, an AI receptionist is certainly a better choice for your small company. You don’t pay a high price, but you continue to get exceptional support.
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