With the booming growth of e-commerce, online businesses, and even traditional retail moving towards digital platforms, the demand for virtual receptionist services and remote call centers is at an all-time high. If you’ve been following my journey, you’ll know that I sold my last call center company and have since started a new one that’s experiencing rapid growth. Here’s an update on what I’ve done differently this time, and how it’s driving my new virtual receptionist remote call center towards a successful path.
# Identifying A Niche Market 📈
One of the crucial components for the success of my new call center was identifying a niche market. With the legalization and rapid growth of the cannabis industry, I saw an opportunity to start a virtual receptionist remote call center that caters specifically to cannabis-related businesses. This led to a rapid acceptance and acquisition, with the industry being underserved in this realm.
# Providing Comprehensive Services 📱
Unlike my previous venture, wherein we focused solely on virtual receptionist services, this time I decided to offer a full suite of inbound sales and customer experience (CX) services. This means that we’re not just handling calls, but also managing texts, emails, social media responses, live chat, and review responses. We’ve expanded our offerings to complaints management, order-taking, upselling, and more. This has allowed us to position ourselves as a complete business function for our clients.
# Hiring International Agents 🌍
To ensure that we have the best talent, we’ve expanded our hiring to international agents, particularly from Latin America and Eastern Europe. This move wasn’t just about cost-saving, but more so about attracting higher-quality and better-educated agents who are committed to their work, free of financial worries, and can focus more intently on delivering exceptional service.
# Strategic Contract Model 📅
In contrast to my previous month-to-month contracts, we’ve adopted a 12-month contract model for our current business. The high level of service integration necessitated a more intimate and long-term relationship with our clients. This not only provides them with stability and commitment but also ensures that the effort involved in setting up our services is well-rewarded.
By incorporating these changes, I’ve been able to build the company to over 250k in revenue within the first year, and we’re looking forward to a year of continued growth and expansion in 2024. I hope my experiences have given you some valuable insights into running a successful virtual receptionist remote call center. If you’re interested in learning more about how to start your own call center, check out my previous post and feel free to ask questions in the comments below. Let’s continue the conversation about this often overlooked but lucrative industry. Thanks for reading!
For more insights and tips on starting and growing a virtual receptionist remote call center, connect with us today! You can also check out the full story of my journey in building and growing an effective call center. #VirtualCallCenter #RemoteReceptionist #EntrepreneurSuccess #CannabisIndustry #InboundSales #CustomerExperience
Nice
nice. very interested. is it possible to message you?
Do you have a cloud CC software you like?
So what clients would just give you access to their sites/software to be able to book out appointments and everything else?
Interesting! Call centers are a good business. I ran a sales territory for the Midwest for a banking call center.
Are you guys 24/7?
Also, do you bill your client per minute or use the “blocks” of calls method?
Do you think AI will impact your business much or are you 5-10 years away from worrying about it much?
Business process outsourcing industry is huge. Worked in it doing IT for 13 years. So much fun.
You pay $1,000 up front or how is that a salary? Monthly?
Thank you OP. Great write up and extremely valuable info.
Are you considering using AI to help reduce some of your costs (hire less agents, automate the calling, work 24/7)? Have you looked into that? Do you feel like it’s a feasible solution or overhyped ?