Outsource Inbound Call Center Services – Turn Customers into Admirers

Make your customers feel valued and you win them over for life. Our inbound call center services give them the special feel to become your admirers for life

ExpertCallers’ call center services provides your business a smart way to handle your inbound needs. With over 12 years of experience in serving the call center industry world over, we know what it takes to make inbound processes more adept, responsive and customer-centric.

We’re all used to the familiar voice on the other end of the telephone, patiently answering all our questions, listening to our complaints, and resolving our problems. It goes without saying that call centers are the heart and soul of customer service for any business. They are the intermediaries you reach whenever you call a business. On the other hand, when you as a customer, receive a call from a business representative from a particular company, you can be sure to expect that the call is routed through a call center...through professionals like Expert Callers.

For us, every phone call is an opportunity to impress your customer. So, we go all out to ensure they hang up feeling confident and reassured. Be it issues to be resolved, orders to be placed, schedules to be managed, etc. we offer your business the value, trust, and expertise needed to turn your customers into admirers.

We bank on the right kind of agent training, script development, quality assessment, technology upgradation, and accountability to make your inbound process more responsive and customer-centric. In the process, we prepare you to meet today’s needs, as well as tomorrow’s challenges.

Not all call centers are similar. The type of call center typically depends on the nature of the business they serve. There are two distinct types of call centers that exist - inbound and outbound.

Difference between an Inbound and Outbound Call Center

In simple words, an inbound call center is one that receives incoming calls. Inbound call center services involve answering calls that they receive from customers rather than actively making any calls to customers. Inbound call center solutions are thus mostly focused on providing customer service in the form of tech support, product assistance, or order placement. They are the go-to team for answering queries related to tech support, billing, product issues or other customer problems.

Generally, all calls are routed via an interactive voice response (IVR) before reaching an agent. In fact, research finds out that customers spend almost 30% of their time interacting with an IVR system instead of an agent.

On the other hand, an outbound call center is one that mostly makes calls instead of receiving them. Most outbound call center solutions are focused on sales. They already have a list of contacts to get in touch with and record their interactions with the help of a customer relationship management system (CRM).

The major difference between inbound and outbound call centers lies in their purpose. While inbound call centers are focused on answering calls, resolving queries, and providing support, outbound call centers are focused on reaching out to potential customers to meet targets.

While some call centers handle both incoming and outgoing calls, the nature of calls handled is a major factor that differentiates inbound and outbound call centers. Hence while choosing a particular call center infrastructure for your business, it’s important to keep in mind the type of interactions you’re planning to have with your customers.

Our Complete Range of Inbound Call Center Services

We offer the full range of services that help you to increase sales, retain customers and create loyalty. Companies can outsource following inbound call center services to us:

  • Ticketing sales subscription services
  • Real time inventory status services
  • Rebate Processing Services
  • Job dispatch services
  • Event scheduling services
  • Warranty registration services
1% improvement in first call response leads to $276,000
annual operational savings - SQM Group

Inbound Call Center Outsourcing Services: Features that Give Us an Edge

we take great care while handing your inbound needs. Leveraging a highly experienced team of bilingual representatives who are trained to handle every interaction positively, within the specified guidelines, we communicate what you ask and expect from an award-winning inbound call center outsourcing company with your clients and customers.

Here are some of the features of our outsourced inbound call centre services:

Call Back Option Call Back Option

No customer likes to wait, and the call back option is designed to take this predicament out of the equation. This option allows the customer to seek for a call back once they reach the front end of the queue and receive assistance at the time of their choice, thereby putting an end to unwanted anger and frustration.

Skills-based Routing Skills-based Routing

Skills-based routing mechanism that we employ helps us to seamlessly redirect customers to the right queue and ensure that they receive support from the most proficient agent. This increases the chances of complaints being resolved in a single go, which in turn leads to greater customer satisfaction.

Repeat Caller Identification Repeat Caller Identification and “Last-Agent” Routing

Unlike other inbound call center outsourcing companies in the industry, we believe in delivering consistent experience to the customer. To ensure this, we have implemented a repeat caller identification and last-agent routing mechanism that helps us to redirect the caller to the agent who previously interacted or resolved the customer issue. In case that particular agent is not available, the call will be routed to the next available agent.

Multichannel Contact Center Multichannel Contact Center Technology Platform

We use a customized multi-channel contact center technology platform to effectively engage with customers across all platforms — including email, online chat, voice and social media. This helps in maintaining branding consistency.

Call Back Option Customer Support

Our inbound call centers provide customer support before, during, and after the purchase. Inbound call services from Expert Callers include handling complaints, dealing with defective products, and resolving issues of customers. Our inbound customer support also plays a great role in customer retention.

Call Back Option Inbound Sales

Of late, we have been receiving an increasing number of requests for inbound sales outsourcing services since it has the power to increase the discoverability of businesses amidst potential customers. Inbound sales is a part of “referred-to” services where our callers direct customers enquiring about a specific product to your brand, thus prompting them to make a purchase.

Call Back Option Help Desk/ Troubleshooting

This is one of the most common and important services undertaken here at Expert Callers. Our callers partner to tackle a wide range of troubleshooting services including computer and IT-related problems, pre and post-sale technical support, warranty support, network support, and maintenance issues. Over the years, our proactive team of help desk experts have helped numerous brands garner a loyal customer following.

An increasing number of businesses are beginning to understand the importance of inbound telemarketing services in the area of customer service. Our call center services have been instrumental in bringing success to businesses, saving time and cost, providing market research insight, and increasing brand loyalty. If you’re looking for the ideal inbound call center outsourcing for your business, speak to us today.

PCI DSS Certified PCI DSS Certified Operations

All our operations are PCI DSS certified which enables us to handle customer payment information, thereby greatly simplifying the process of adding new services or purchasing new products by the callers.

Other prominent features that differentiates us from other inbound call center outsourcing companies:

  • Full statistical daily and real-time reporting for our inbound call center program
  • Multiple language support with our multi-lingual call centers
  • Private Secure Networking, VPN, Firewall, HA Compliant processes
  • 24/7 Availability, Dedicated and Shared Representatives
  • Toll Free Acquisition / Vanity Number / Voicemail and Transcriptions
  • Patch, Hot Transfer, Conference with our inbound call centers
  • Advanced Routing and Data Capture Capabilities
  • Best of the class ACD and IVR inbound Call Center Systems

Industries We Serve

ExpertCallers has extensive experience in providing proficient call centre services to a
wide variety to industries including:

Our Call Centers are Spread Across Five Countries

We let you pick one or multiple delivery centers according to your preference and requirement.

ExpertCallers global delivery centers (India, Philippines, Bolivia, Colombia & Argentina)

We are Different; Here's Why

Advanced Technology

We are equipped with only the best technologies and stay current with major advancements in the industry. Sophisticated technologies such as advanced voice and data communication systems are installed with regular updates. We provide our clients quick and efficient inbound call centre services by leveraging cutting-edge technology that evolves with the rapidly changing market.

24x7 Accessibility

We ensure that our inbound call centre services are available to customers 24 hours in a day. This way, we prevent missing out on any potential customers for our clients as we are seen prioritizing customer support above all else. Hence, we gain customer satisfaction and loyalty, which is extremely important for achieving business growth.

Well-Trained Capable Agents

Our skilled agents have at least half a decade of experience in providing customer support through inbound call centre services. They ensure professional, multilingual, empathetic support around the clock to satisfy customer queries. Their technical knowledge in all aspects of inbound call centre services is updated by upskilling through regular training.

Inbound Call Center Infrastructure at ExpertCallers

Cisco ICM software

This software enables us to interact with our customers via the Internet or Public Switched Telephone Network (PSTN) using an enterprise of desktop applications, Web and e-mail servers, interactive voice response (IVR) systems, automatic call distributors (ACDs) and more.

Cisco ICM product set

This product set is of immense help when it comes to meeting the ever-changing needs of customer expectations and preferences. The usage of this product set helps us to maximize customer service as well as product sales opportunities by eliminating the need to install separate management process and infrastructure for every new channel or media type.

Cisco IPCC

We use Cisco IPCC to provide a location and media independent contact center infrastructure, which supports email, chat, voice, web and other electronic channels.

Ways in Which Companies Have Benefitted by Outsourcing Inbound Call Center Services to ExpertCallers

  • Our inbound call center outsourcing solutions helped Sahai Life, a UK-based safety promotion company, provide efficient and cost-effective contact center support to its customers 24x7. Read case study
  • An answering threshold of less than 20 seconds with an abandonment rate of less than 5%. Our services helped Alberta Insurance Council meet this requirement with 95% success rate. Read case study

  • We helped an internationally acclaimed talent scouting company leverage our outsourced multi-lingual inbound call center services to increase new find talent count from 34% to 90%. Read case study

Over 1.5 million
interactions in a month
90%+ First Call
Resolution Rate of
Trained agents

Why Outsource Inbound Call Center Services to ExpertCallers?

Whatever your industry, our Inbound call centers helps your business run smoother and more efficiently. We increase business, nurture leads, retain customers, and increase brand loyalty. Our skilled agents represent your brand in the most positive light during each call 24 hours each day, 7 days a week. We’re able to expertly handle even the most seemingly complex inbound calling requests with finesse. Nothing helps your business more than positive word-of-mouth advertising from delighted customers who are impressed with your excellent support and service. We guarantee you the following:

  • 85% Customer Satisfaction score
  • 80+% First Call Resolution
  • Industry leading average speed to answer (80% in 60 secs)
  • 5% or less call abandonment rate
  • High and consistent contact quality
  • Robust security for fool-proof operations
  • Competitive pricing for best value for money
  • Multi-lingual support
  • Option to interview the candidates
  • 24/7 support from delivery centers in India, Philippines, Bolivia, Columbia and Argentina
  • Dedicated PRI Lines to make and receive calls
  • Experienced team. Every individual goes through an internal training to understand the importance of each project and deliverables
  • CRM to log every call with the right disposition. 100% recordings for the project which can be shared when needed

When you choose ExpertCallers, you will partner with an inbound call centre outsourcing company that is extremely skilled at seamlessly blending the right resources and services together in the right combinations to improve customer care, reduce contact centre costs and achieve greater efficiencies for your company.

Contact us today and discover the advantage to outsourcing inbound call centre services to ExpertCallers.