Today, designing an impeccable product or service line is just not enough to make a business successful. As your business evolves, the requirement to boost the customer support team increases. This is the reason so many businesses are now opting to hire a competent Inbound Services call center that can provide customized solutions to its customers without any hassle.
Call center inbound service is not a new term for telemarketers. Companies are attaining these inbound services for quite a long time now. Agents of these call centers are experienced and hold expertise in addressing the customers’ issue with utmost care and accuracy. If you have or are planning for an in-house division for the same, remember that on weekends and holidays your internal team won’t be able to attend your customers. Hence, a loss of so many opportunities.
So, a solid plan will be to hire an efficient inbound team that can offer space and time to your internal staff along with taking good care of your customers. These service providers are known to render 24/7/365 support to the customers, which, in turn, hikes the brand value of your business. There are several examples where companies after not getting the desired level of result choose to outsource their inbound services. And what happened next? Well, they witnessed an exceptional course of growth.
The basic changes in inbound services
In conventional times, there used to be switchboard operators who just address the phone, offer the least help, and shift the calls to suitable in-house divisions. With luck, the inbound call center services have come a long way since then.
Inbound services pave their way to match the dynamic requirements of business industry and the ever-changing preference of the customers. Nowadays, the most competent inbound call centers of all are involved in providing a wide array of solutions related to customer engagements. These proficient call centers are known to utilize the hi-tech features. Such as multilingual attribute, up-selling, web-chat, email support and advanced analytics.
Apart from this, these call center inbound services are provided by the diligent agents who know the trick to transform a prospect into a customer. Some other duties of an inbound agent are:
- Nourish the leads
- Close the sales deal
- Offer unmatched service to customers
- Raise the customer retention rate
- Strengthen the brand loyalty factor
Application of Inbound services
We are going to walk through different departments the call center inbound services cover. Let’s start:
Did you know that global cost of poor customer service is approximately $41 Billion each year? This is a huge number.
Be it any sector, hiring an inbound call center offers you with a number of alternatives to aid your business to grow and prosper on various levels. The inbound service providers cover your customer support, direct response, emergency backup, up & cross-selling, sales, technical support, and lead generation divisions.
Now, why is customer service so important and why inbound call centers are actually so useful for the businesses? A study has depicted that around 59% of customers (of age group 25-24 years) tend to share their service experience on online networks. So, it doesn’t matter if you have done the customer service right a thousand times. One lousy service experience can totally ruin your brand’s reputation.
Customers are nowadays using social media dais as a platform to share feedback about the service level of businesses they are availing. A bad word-of-mouth directly impacts so many prospects who could be your customer. Hence, offering a sterling level of customer service is becoming extremely paramount.
Talk about America alone, around 69% of the customers admit referring or recommending businesses to a friend or colleague if the service experience is a good one.
Especially in outsourcing, where the inbound service professionals are the voice of your business.
Affordable inbound services
No doubt, delegating your inbound requirements to a proficient call center would save a lot of money for your business. Direct access to the dedicated staff, latest technology, and infrastructure gives you an upper edge in the market. Contrarily, an in-house inbound call center would demand your money and time in hiring & training the agents, along with an investment in infrastructure.
Outsourcing eradicates these needs and ensures to provide you all the leverages of an in-house facility by charging you the nominal price.
Things that matter
What according to you is the biggest aspect that leads to customer frustration? Well, as per a research, it’s nothing else but the hold time.
No customer likes to hold when he/she tries to reach the business for assistance. A competent inbound call center ensures to train their agents so diligently. That each of them knows the significance of hold time.
These experts ensure to either offer a solution or redirect. The call instantaneously to the concerned person eradicating the cons that come with extended hold times.