By Megan Fallis, Vice President of Marketing
An inbound call center, whether it is kept inhouse or placed externally with an outsourced partner, is arguably one of the most critical pieces of any business.
Excellent customer service is vital to every organization’s success as it’s the direct connection between the customer and the company itself. A customer expectations report published by Salesforce.com found that the effect of a single bad experience or missed customer expectation goes far beyond just a lost sale. They found that “57% of customers have stopped buying from a company because a competitor provided a better experience. What’s more, 62% of customers say they share bad experiences with others.” Today, customers have the upper hand. This is why it’s essential to have the right resources focused on customer service as it shapes customer experience.
The vital role of an outsourced inbound call center
Outsourced inbound call centers are trained to fulfill customer needs while delivering exceptional customer service. Inbound call centers can engage with customers through many channels, like text, phone, email, social media, web forms, and live chat. This multichannel approach allows customers to determine how they want to engage with the company and provides a seamless customer experience. And, the right inbound call center can provide the quality experience that addresses the 57%.
Outsourcing to an inbound call center is one of the best ways’ companies can quickly improve productivity, efficiency, and profits. Many businesses can attribute increased retention rates and improved customer satisfaction by shifting from in-house to an outsourced model.
Why use an outsourced partner to run the inbound call center?
An outsourced inbound call center can add a level of expertise and professionalism to your business without the burden, expense, and difficulty of managing it. Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few. This provides time and space for the business to focus on other important initiatives.
Additional reasons to use an outsourced inbound call center:
- Scaling staff to support call volume, permanently or temporarily.
- Help with evaluating metrics specific to inbound.
- The need or desire to focus on your core business rather than handle the minutiae of running an inbound call center.
- Attrition or attendance challenges.
- Wanting to expand support to additional communication channels like text, chat, and email.
- The poor performance of the current staff; internally or with an external outsourced partner.
- To leverage the expertise and skillset of an outsourced partner for productivity gains.
- The need for additional capabilities that you’re unable to support; 24/7 staffing, multilingual, technology, etc.
- Reduction in costs.
- Conflicting business priorities.
Types of Inbound Call Center Services
No matter the industries your business serves, outsourcing your inbound call center services provide several benefits.
Quality Contact Solutions offers inbound call center outsourcing services completely tailored to your individual business needs. As an extension of your team, our unique approach addresses your specific goals while crafting a detailed plan to deliver exceptional results.
With the average tenure of our sales agents of nearly eight years, our frontlines are seasoned B2B telemarketing pros. Our team has the experience to get past gatekeepers and to have meaningful discussions with the key contact. Our B2B telemarketing agents are dedicated to your program. This means they will become experts in your business and learn the intricacies specific to your business.
Inbound telemarketing can be a high-value sales channel for your organization if appropriately managed. Many companies miss the opportunity to capture additional revenues from incoming calls. The team that handles the calls is not trained on how to sell the company’s products or services. By outsourcing your inbound call volume to a group of sales experts, you can rest easy knowing that you’re capturing the maximum sales value from each contact.
When outsourcing customer support with us, you get experienced agents for your specific needs. After training in your products, services, and company policies, our Ninjas work full-time to exceed customer expectations from their first client interaction.
Order Taking and Payment Processing
Though online ordering is incredibly popular, many shoppers still place orders over the phone. Inbound call agents can help customers complete their purchases over calls. Likewise, shoppers may contact a company to ask questions about their billing or resolve online payment issues.
Our highly skilled customer service agents are experienced in multiple capacities. We provide customized call center solutions that incorporate your existing procedures and processes, ensuring prompt and accurate responses.
We understand that building a pipeline of new customers is essential to attaining goals. Because most organizations are faced with a lack of time and resources, inbound call centers are a great tool to help fulfill appointment setting goals.
Many companies have a goal to contact existing customers and update existing customer data two to three times per year. Employees assigned the task of making these contacts and maintaining the customer updates are often overwhelmed with the sheer volume and lack tools and processes to make the contacts efficiently. This is where we can help.
Upselling to current customers has proven to be a productive and efficient way to increase average order size. However, promoting additional products and services through upselling to your customer base can also be very challenging. Upselling to current customers has proven to be a productive and efficient way to increase average order size.
An existing customer is your best prospect. And an existing customer that isn’t aware of or isn’t offered additional solutions that your company provides is a huge missed opportunity. We can help identify existing customer segments where a well-timed outbound telemarketing call selling other products and services will increase your sales revenue and improve customer relationships.
Our omnichannel capabilities seamlessly handle an inbound call, outbound call, email, text, social media, or chat.
Password changes, updating account information, responding to complaints inbound call center agents help customers solve a broad range of issues.
Inbound call center management is an area of expertise for our team. We’ve handled B2B and B2C order taking, sales, customer service, and everything in-between. We understand the key metrics to manage, and we can assist with accurately forecasting call volumes and incoming email, text, and chat volumes. We offer many solutions that are flexible to keep costs in check while at the same time ensuring you don’t miss achieving your inbound service levels while providing a great customer experience.
Megan Fallis is Vice President of Marketing for Quality Contact Solutions. Megan’s experience includes working as an outbound telemarketing manager for a Fortune 100 company for many years. Megan has been both a client and an employee of QCS, so she knows first-hand the quality, productivity and passion the team brings to work on a daily basis. You can reach Megan at [email protected] or 516-656-5120.
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As consumers, we want every call center that provides us service to operate 24 hours a day, 7 days a week. We want to be able to call and order a “thingamabob” at 1:00 AM, as well as, reach a live person to help when it’s 90 degrees and the air conditioner stops working. As consumers, we LOVE to have the convenience and reliability to pick up the phone and get what we want or need on our time schedule. The reality is, we don’t always get what we want and must compromise and call back during regular business hours and in some instances, it’s perfectly okay – just a little inconvenient.