Inbound call centers have enabled and facilitated customer services and sales for businesses regardless of their size and types.
Outsourcing call center services have made lives of many business owners easy and their businesses successful. Inbound call centers have enabled and facilitated customer services and sales for businesses regardless of their size and types. Who are still perplexed over ‘To outsource or not to outsource’ here are some quick points to go over.
Services of Inbound Call Center
1.Product Information or Resolving Inquiries/Queries/ Problems
2.Order Processing and Tracking
3.Generating inbound sales leads
4.Call Answering Service
Why Inbound Call Center:1.You get skilled and professional customer support on 24/7 basis. 2.Your market penetration is improved.3.Quick turnaround time for new product launches4.Work simultaneously with your existing team5.Rapid response time6.Strategic expertise of account managementSome of the Few Benefits of hiring an Inbound Call Center1.Increased Revenues, Sales and profits2.Reduced costs 3.Increased productivity of in-house team4.Increased number of Qualified Leads5.Increased customers 6.Infrastructure cost savings and reduction in overhead costs as you are spared from investing money on expenses like office space, equipment etc.7.You do not need to develop in-house customer call center and recruit professional and spend money in recruiting or training procedures. 8.You can leverage best practices, mindsets, resources and technology for your benefits. 9.Up selling and cross selling services increase your profits.
What you should consider while hiring an Inbound Call Center:1.Price: They should not compromise quality over quantity and costs. An ideal call center is cost neutral but has quality approach in work. 2.Experience: A call center should have experience and expertise to handle same work profile as yours.3.Good Rapport: Check for references from their existing clients.4.Representative: Their agents should be well versed in English and market updates. 5.Reporting measures: You should be in driver’s seat. You should be getting all the performance tracking sheet in simple excel format on weekly or fortnight basis. 6.Data Security: They should have proper monitoring methods to ensure the confidentiality of your data.7.Work volume: Their agents should be well trained to handle work load irrespective of volume of call.
Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better. She is working as a Sr. Marketing Manager and responsible for the handling of call center outsourcing and inbound call centre services.