When business reaches a point where it is difficult to manage client’s incoming phones and queries it is logical to choose a contact center providing outsourcing services to ensure continuous support. When customers have their calls or queries quickly answered by an executive real time it ensures that they remain loyal to your company. Apart from this outsourcing customer support ensures reduction of operational costs, maximization of revenues, higher service quality and above all high level of customer satisfaction.
Inbound call center services in India
Real business is what matters for you and ProGlobalBusinessSolutions bring you beyond that! Our contact center solutions in India primarily focus on maximizing your business and profits. It helps you to attain your business objectives and stay ahead of competition.
Various inbound services provided by us include:
- Phone answering
- Order Taking
- Claims processing
- Up selling and Cross selling
- IVR & 1-800 Toll free support
- Email management
- Help desk solutions
- Technical support
- Event scheduling
- Ticketing sales subscription
- Virtual receptionist
These are normally used to handle telephone requests for product or technical support, account assistance, sales, subscription management, and billing.
We monitor the quality with the help of various tools that allows us to track inbound voice process quality. Our qualified supervisors in India keep a constant monitoring on agent’s answers and information on inquiries, guide them through chat messages or can silently monitor the calls and later provide corrective feedback.
Our agent performance is measured according to several metrics, including first call resolution (FCR), average handle time (AHT) and time in queue. Before offshoring you can stipulate goals; our office will then work according to service-level agreement (SLA).
We, PGBS one of the most progressive inbound call center process providers in India have qualified professionals who have extensive and relevant expertise in inbound call handling, answering calls & ensuring customer satisfaction.
Offshore Inbound Customer Support-necessity
People love to have personalized services rather than automated robotic ones. The same holds true when it comes to offshore inbound customer support. Customers prefer live answering by real people over pre-recorded messages being delivered through answering machines. The latter can be impersonal, imprecise and emotionless. When you get calls of customers handled by live representatives swiftly, you successfully invoke a positive impression and people stay loyal towards you.
However, the downside is that maintaining the said type of inbound call center demands considerable investment of time, money and effort. This is the reason why people consider outsourcing to India. Besides, a surfeit of other advantages await them.
- Infrastructural and operational costs are reduced.
- Better service quality can be achieved as you leverage the experience of skilled and specialized resources.
- Customer satisfaction sees new heights.
- Productivity and profit is maximised by swift resolving of customer issues and concerns.
- You can expand your business network and grow limitlessly.
Our outsourcing inbound call center services in India provides
Continuous focus on client’s needs
We keep eyes on the needs of clients and our conversation always falls in line with what they want from us. Rather than dragging the talk or beating around the bush, we stay precise, professional and friendly to keep the customer completely comfortable throughout.
Use of robust technologies
Our team is backed by the best technologies and software to ensure that the services stay prompt and perfect. We make the optimal utilization of the same to see to it that your customer’s issues are solved at the earliest without making them wait with our inbound technical support process.
Domain and process specific knowledge
We are equipped with detailed knowledge of different domains as we are into the industry for a long time. For every new project, we invest judiciously to train the concerned workforce adequately and extensively.
Our people are available all time round the clock to support your customer through voice, email and chat support. Thus, even your business hours are over and office is closed, we keep on serving your customers, even during the oddest hours. Our multilingual call center support ensures help for your customers in their native language.
Advanced processes maximizing high returns on investment
We always look out for the latest happenings and practices followed in the call center industry. This helps us to adopt the most updated processes thus providing our customers with the best value for their investment in our services.
Significant cost reductions
Imagine the expenditure of hiring and training people to do the job of customer support in-house. You have to allocate space and buy costly software programs and tools. As we are already into the profession exclusively with excellent strategies to minimize cost of operations, you get the best rate from us. We follow unique call center pricing model to suite for all types of requirement hence our average cost per call for inbound call center is affordable.
We know to deal with people with different attitudes and temper levels. Even an angry customer reaching us will be mollified as our experts know to make them feel valued and cared. This experience that we provide your customers can definitely help in gaining more sales conversions.
How our inbound tech support services helped a leading insurance company? Read the case study
Various industries we support include
- eCommerce & Retail
- Real estate
- Healthcare and more
Why choose us for your inbound call center projects need?
PGBS is one of the best inbound call center outsourcing companies which aims to become your strategic partner by providing high quality outsourcing services to support your global service commitments. We, among the most professional outsourcing support providers in India welcome you to be a part of our finest call center solutions to fuel your business dreams. Check what our valuable clients say about our services.