ExpertCallers’ inbound call center outsourcing services provides your business a smart way to handle your inbound needs. With over 13 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.
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.
We offer the full range of inbound call center outsourcing services that help you to increase sales, retain customers and create loyalty. Companies can outsource following inbound call center services to us:
Being a premium inbound call centre outsourcing company, 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.
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 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.
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.
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.
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:
We want our agents to be the custodian of your brand perception. So, we cherry pick the right talent and train them to create a differentiating experience for your customers. We listen to every interaction they make and suggest improvements just to ensure they do not miss out on delivering the satisfactory experience your customer is looking for.
A close eye on data can keep serious problems at bay. We capture data continuously to understand how well your agents are trying to keep your customers happy. We keep track of factors like calls per agent, average speed of interaction, wrap up times, first call resolution rates, etc. to determine how things are working out for you. So, potential issues always get nipped in the bud.
If you want quality to be the hallmark of your service, leave your inbound services to us and rest assured. Our well-calibrated quality assurance process, comprising specialists, criteria, scores and sessions is designed to create the kind of value that would bring your customers back to you.
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.
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.
We use Cisco IPCC to provide a location and media independent contact center infrastructure, which supports email, chat, voice, web and other electronic channels.
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
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:
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.