Cohering with an inbound call center for handling the voluminous incoming calls can help your business grow by understanding what exactly the customer wants. For every action, there is an equal and opposite reaction. The third law of gravity holds for the businesses today that have crossed the physical boundaries. The customer knows what precisely he/she wants, and if you end up delivering the right kind of product you probably get a five-star rating on the app or beautifully carved testimonials for your website and if the customer is dissatisfied with the services, you should be ready to face the brunt. For handling either of the two situations, the business houses must have an adept and diligent task force that can work patiently by listening to what the client has to say and then pass on the information for adequate action. This is the work that inbound call centers do because they listen to what the customer has in store and then channelize the conversations for the benefit of the business.
What is an inbound call center?
An inbound call center is one where the team receives the calls initiated by the customers. In other words, when the customer wants to speak to the agents, then the conversation falls in the category of inbound calling because it is triggered by the customer and not the agents sitting in the office.
Why is an inbound call center useful in 2021?
The pandemic the world is facing today has had a serious impact on the businesses across the segments. The apprehensions in the minds of the customers stand true because stepping out is a strict no-no and amidst this turbulence, how can the business houses work towards 100% customer satisfaction when everything is happening virtually. Keeping this in mind, the work of the team at the inbound call center has become all the more crucial because they need to be empathetic and sympathetic towards the calls they receive so that the customers feel the warmth even if they are miles apart. The inbound call center has thus become useful in 2021 because of the following reasons:
Brand building: A healthy and meaningful conversation can help in carving a beautiful brand image and when the conversation is started by the customer, you have an opportunity to promote the business in good light and thus build a positive brand image that sparkles in the dark. With numerous online shopping portals readily available at the swipe of the finger, the customer has to be told the edge you have when he/she calls you. Building your brand when the physical interaction is minimal can be a tedious job but that is what the inbound call center team specializes in.
Different requirements are met: Whether the customer wants to speak to the customer service executive regarding the malfunctioning of the products or has to understand how a particular gadget operates, the queries will be answered within a fraction of a second and the customer will be good to go.
Focus on core competencies: The biggest challenge that lies ahead of business houses these days is to be on their toes and revamp their product range keeping in mind the likes and dislikes of the customer. When you capitalize on the services rendered at the inbound call center, you can focus on your core areas and leave the rest of the task to the team that is best at handling the conversations.
Minimal investment: 2021 has superseded its successor and has put a question mark on the meagre existence of many businesses. In such a scenario, creating an infrastructure dedicated to handling inbound calls will put you through financial pressure and thus roping in the inbound call center for handling customer queries can help you stay in the business and that too without investing much.
Some best practices that you need to follow while outsourcing inbound call center services
Since inbound calls are the point of conversation between the caller and the company, the customer care representatives must put in their best foot forward to turn the caller into a customer. When a customer calls for a refund or product installation etc., the representative online must ensure that the query is well resolved for nurturing a fruitful relationship. Outsourcing inbound call center services is a smart move because communication is an art, and the team at the inbound call center is taught the art of positive communication. Some practices that must be followed while outsourcing inbound call services are:
Train the team: Providing the required training in the existing domain will help the organization keep control of the inbound calls received. Informing the team about the latest technology in use and the products offered will help in channelizing the conversations for the ultimate benefit of the business.
Details of services available: Whether it is order taking service or help desk service, the area must be demarcated for a better understanding of the customer requirements.
Performance tracker: Keeping a track of churn rate, average handle time, average call transfer rate, cost per contact, service level, customer satisfaction score etc are some of the parameters that have to be kept in mind while outsourcing inbound call services for desired results.
Connection across channels: While talking on the phone continues to dominate the area of inbound call services, you need to rope in social media presence as well for an omnipresent customer. Be it through emails, text messages or addressing queries on social media, inbound call centers services have to be provided on multiple channels for a better connection with the clients.
Reliable tools: Call conferencing, call recording, automatic call distributor, predictive dialler, information screen pop-up etc are some of the dependable tools that need to be used for providing optimal services.
Empathize with the customer: Can you argue with someone who has called you and is already frustrated? If you don’t maintain your cool, you will ruin the basic purpose of your existence. Customer needs to feel valued and to do that; the team at the inbound call center must empathize with what the customer has to say. The way you speak and your tone can have a considerable impact on the conversations. So make sure that you choose your words and pitch nicely.
How inbound call centers help to increase the profits of your business?
Business trends are changing at supersonic speed and thus providing the right solution to the customers is imperative for sustainability. Inbound calls from the customers aim at redressing customer complaints, issues and grievances. Providing appropriate solutions can help in increasing profits through Brand image: Converting pain points into opportunities is the prime function of inbound call center service and through this; a positive brand image is built, which helps increase profits. Better retention: The cost to acquire a new customer is more than the cost you incur in retaining the existing one. Harnessing the potential of inbound call center services will help in better retention for better profits. Enhanced efficiency: By capitalizing on the services provided by the inbound call center, you can focus on core business functions and thus enhance the efficiency levels. Loyal and long-term customers: Unparallel customer service means unmatched loyalty and long term association with customers that will show a phenomenal increase in profits.
Why is innovation important in an inbound call center?
Innovation is the key behind perpetuation. The day the businesses stop innovating, their existence becomes a question and in the inbound call center where technology plays a crucial role, innovation opens new doors and opportunities. Innovating inbound call center is important for the following reasons: Satisfying the expectations of the callers Remain ahead of the competitors Multi-channel integration Show diversity
Is it good to outsource inbound customer service?
Outsourcing inbound call center services is a smart and planned move because it offers the following advantages: Promotes growth by directing focus on core areas Reduces financial stress in terms of infrastructure and manpower Helps to maintain operational control Provides staff flexibility Makes a deeper impact on the customers that builds brand image Gives the power to handle high call volumes Provides a platform to expand globally
Tips to reduce cybercrime in the inbound call center
“Prevention is better than cure”, and when it comes to business security you must plan before the security is breached. Some of the tips to reduce cybercrime in the inbound call center are: Audits are crucial for business monitoring and data safety measures. Multi-factor authentication is what you need. Safeguarding in-house data by closely strengthening the endpoints is a must. To ensure effective performance, the inbound call center must have operative software that supports the huge call volume. Password management systems for automating inbound call center services will save you from cyber threats.
What are the different services that IO Digital provides as an inbound call center?
Collaborating with IO Digital for inbound call services will open a myriad of services that include:
Message taking: We will act as a postman and deliver the message to the right person at the right time.
Call patching: We will patch both warm and cold calls by providing a human touch to the otherwise robotic call that might turn off the caller. We have live receptionists for call patching services for a better connection with the caller.
Order taking: We provide seamless order taking services that open up new avenues for business and strong relationships for mutual benefits.
Customer service: Our forte is our undeterred spirit to serve the customers in the best possible manner. Be it providing claim processing services or toll-free customer support services or product information service requests, we are happy to provide prompt answers.
Complaint hotline: We offer add-on numbers, call recording, call blasting, toll-free texting, infinite call handling and follow-me find-me feature under this category of inbound call services.
Technical support: Our dedicated team will talk to you and provide the technical support you need if you are stuck at any given time.
When should your small business partner with IO Digital?
Partnering with IO Digital will be advantageous for you when You are on the spree of losing customers Executive-level complaints have increased considerably and you want a timely remedy There is considerable inconsistency in your brand voice You are not available when the customer wants to talk to you Your team is far too stretched to handle the multiple platforms and there is a decline in the efficiency
How can IO Digital give you the competitive advantage you are looking for?
We understand the importance of customer retention and acquisition and what it takes to build a strong brand image. Our cost-efficient and technologically-driven services will not just enhance retention rate but also give you the flexibility to focus on your core competencies for enhanced results. Our round the clock services provide better control and integration.
Conclusion
❝Providing customized and secure solutions for better efficiency and customer satisfaction is the thrust area of inbound call centers and at IO Digital we make every move keeping in mind the needs of the customers for framing innovative strategies for enhanced results. If you want an edge over the others in this fast-changing business environment, look up to our inbound call services and scale through new heights.❞
