Category Archives: Inbound Programs

Inbound call center outsourcing advantages

By Marcia Jenkins, Senior Operations Manager

Many companies outsource their inbound call center work. What are you missing out on? What are the benefits?

Increased customer satisfaction

inbound call center outsourcingWe all want our call into customer support for any reason to be handled professional and timely. When you outsource your call center work to a trained and highly skilled group of agents, it benefits you because your customers had a good experience. Continue reading

Contact Center Management: What’s in a Role?

By Megan Hottman, Operations Manager and Brand Evangelist

contact center managementI’ve had the opportunity to work with a number of outsourcing organizations over the years. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Effective contact center management can make it or break it from a customer experience standpoint. Continue reading

Important Forecasting Considerations for Inbound Contact Solutions

By Rich Hamilton, Director of Marketing & Product Development

Contact SolutionsIt’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

Author note: When I refer to inbound contacts, I’m talking about inbound voice contacts plus the other non-voice contacts that contact centers are responsible for handling, including email, text and chat.

Have you ever sat on hold, trying to call a company and finally gave up, never to interact with that company again? Making sure that your Inbound Contact Solutions operation is properly staffed is super important. Whether this is a first impression or an angry customer that is giving the company one last chance, each inbound contact can be vital. Continue reading

‘Tis the Season… For Inbound Telemarketing Overflow

By Ryan Apodac, Operations Manager/Trainer

Busy season can be vastly different from one business to the next. Many people think of the holiday busy season as Black Friday through Dec 31st. For one of our clients in the party supplies business, they do 80% of their business in the six weeks prior to Halloween. For another client in the energy business, their busy season is defined by the state’s public service commission’s rules surrounding when they can market to new customers and sign them up for an agreement (typically in March and April of each year). Continue reading

Ensure a 5 Star Inbound Call Center Outsourcing Experience

By Melissa Werth,  Customer Service Supervisor

Author note: When I use the term inbound calls, I am also referring to other customer contacts like text, chat, and email. In today’s inbound customer service model, all of these customer contact types are viewed interchangeably.

Inbound Call Center OutsourcingYou’ve made the decision to employ inbound call center outsourcing to save money, improve service or both. Inbound call center selection is not easy. There are lots of call center options. And after you’ve made the decision, you need to be prepared to make a heavy investment of time with the new team to ensure they are successful. Many executives and managers overlook the importance of the time investment when they are developing the plan.

To ensure your outsource initiative is successful, here are some keys to ensure success. Continue reading