If you’re responsible for the day-to-day operations of a business organization, you must be having problems managing the number of calls you receive in-house without an Inbound Call Solutions. Additionally, managing inbound calls on your own pushes up expenses in unforeseen ways. The dilemma that remains, then, is how can you still provide customer service without burdening yourself with it?
Finding an answer, though, is easier than you might think. Outsource your calls to an inbound call center!
What is an Inbound Call Center?
An inbound call center employs a team of trained agents to receive calls from several different groups of people, but primarily customers. While the centers use agents prepared for handling other calls, you’ll mostly find support teams monitoring these calls because inbound call centers mainly deal with customer service processes.
Take care not to confuse Inbound Call Centers with Outbound Call Centers. Differentiating between the two is simple: Inbound Call Centers deal with incoming calls, primarily used for tasks like customer support, whereas Outbound Call Centers make calls to potential customers and are used for purposes like telemarketing.
How do Inbound Call Centers Benefit Businesses?
If you don’t have your ear to the ground (figuratively, at least), we won’t blame you for not knowing why Inbound Call Centers are so beneficial. We’ll clear this up before we head into their actual benefits: an immense contribution of Inbound Call Centers is that they take the significant burden of customer service off your hands and free up your time. This factor leaves you free to deal with more critical tasks at hand.
Of course, that’s not all they bring to the table.
Here, you’ll find the top inbound call center benefits for your business:
- An Increased Focus on Customer Service
The secret to good business is making sure your customers are happy with the products or services they’re paying for. SMEs that don’t know this won’t see success, or at least, not for long. On the other hand, businesses that know keeping customers happy is in their best interests contract Inbound Call Centers to provide after-sales support for their products.
Contracting an Inbound Call Center means that your customers get their issues resolved by a team of professionally trained agents.
- Delivering IT Support Quicker and Better
Even with most of the world using computers daily, IT issues remain one of the largest problems after-sales support have to deal with. An Inbound Call Center is beneficial for delivering IT support for several reasons. These Call Centers employ different shifts of agents to provide support around the clock. Their agents also have months and years of training in helping people resolve their IT issues!
- Connecting Customers to A Business
Let’s talk about connectivity. Suppose you run a business that provides cab or flight bookings, food delivery, or even rail tickets. Instead of just using an Inbound Call Center as a central node for customer service, you can integrate them smoothly into your business process to facilitate communication between your company and potential customers.
- Generating Immediate Responses to Customer Inquiries
Remember back when you had to sit on hold for ten minutes before you’d get a response to your call to a company? Making customers wait to get an answer is one of the quickest ways to lose their business and faith in your company. Inbound Call Solutions allow you to provide immediate responses to customer inquiries as they employ teams of agents to instantly respond to incoming calls, which is precisely what makes them so essential to today’s SMEs!
- Ensuring Customer Satisfaction
Whether you provide products or services to individual customers or other companies, customers that had a good experience are likely to return. In simple words, customers that are happy with you are more likely to purchase your product again.
The “happy” part is precisely where inbound support outsourcing comes in: providing immediate and effective responses to customer inquiries ensures your customers are satisfied.
- Increase in Revenue by Upselling Other Products
If you thought a customer service process was only required for keeping your customers satisfied, think again. Many new business owners don’t realize that every incoming call is an opportunity for the agent to upsell other products or cross-examine the customer’s inquiry and their cloud-provided data to suggest other products the customers might be interested in.
- Getting An Advanced and Cloud-Based Setup Without Significant Investment
Regardless of what you contract Inbound Call Center solutions center for, the cloud-based processes and technology in use for their operations require no additional investment on your part. This fact implies that you reap the benefits of technologically advanced and efficient after-sales customer support without accruing additional expenses.
All you’ve got to do is choose the right Inbound Call Center, preferably one that provides a reasonably high quality of service at an affordable price, and enjoy the show.
- Call Center Agents Have In-Depth Knowledge of Your Products
Let’s say you decide to forego an Inbound Call Center and instead open up a customer service department in-house. We’ll even ignore the massive monetary and time investments such a venture would need. Still, you might not have realized yet that you’ll have to spend a significant amount of time educating your phone operators about your products or services.
Alternatively, you could not involve yourself in any of that and go for an Inbound Call Center. And if you’re worried about Call Center agents not having an in-depth knowledge of your products, don’t worry, one of inbound call center benefits is that they require their agents to read up on the products or services they’re providing customer support for.
- Inbound Call Centers Come with Scalability
Are you perhaps expanding your SME to a new state or offering a new product to get into a trending market? Or maybe you’re optimizing your operations and shutting down departments that aren’t performing well?
Regardless of what’s causing a change in the size of your operations, Inbound Call Centers come with the inherent benefit of scalability, allowing you to scale them up or down as you need them. The best part is that you’re never charged for more than you need, as cloud-based Inbound Call Centers follow a pay-as-you-go model (where you only pay for the services you’re using).
- Versatile, Result-Oriented Features
Professional Inbound Call Center solutions vendors don’t just pick equipment at random – every part of their process is designed to improve the customer’s after-sales experience. This approach includes a wide variety of features like:
· Integrated Voice Response allows computers to interact with customers through electronic voice. It’s primarily used to implement self-help features for customers to be automatically directed to the correct department for their queries.
· Toll-free numbers that don’t charge customers for calling go a long way to make customers more comfortable giving a company’s support lines a call.
What Services do Inbound Call Centers Provide?
Ask anybody, and they’ll tell you that Inbound Call Centers deal with customer service processes. That’s true for the most part, as SMEs and even large corporations outsource their customer service processes to Inbound Call Centers. That said, though, they do deal with more than just answering customer queries.
Let’s take a look at some of the most common services provided by an Inbound Call Center:
1. Product and Tech Support: Customer support for products or help with technical issues is the largest and by far the most common role of inbound support outsourcing. In most cases, this involves help with a broad range of topics, like helping customers change their passwords for the company website, updating account information as required, or responding to complaints.
2. Upgrade and Renewal Inquiries: Subscription-based businesses have boomed with the explosive popularity of the Internet, which is why you’ll find a lot of Inbound Call Center agents dealing with upgrade and renewal inquiries. Most people seeking help for these cases want help with upgrading their plan, and the Call Center agent can be trained to do this themselves or redirect it to a sales agent.
3. Payment and Order Processing: You’d be surprised to know how many people still make orders over the phone instead of using e-commerce websites. Inbound Call Center agents often help people make their order online or resolve any online payment issues that have arisen.
The Final Takeaway
Inbound Call Centers are among one of the most recommended outsourcing opportunities for both SMEs and large businesses. Outsourcing your after-sales customer service process to a professional Call Center means customers get the best help for their problems as soon as possible.
In simple words, it shows that you’re a company that cares about its customers, and if you ask us? There’s just nothing that beats that!
