Do you know that 90 percent of customers judge businesses in terms of the level of customer service they provide? No wonder why growth-oriented businesses should consider investing in inbound call center services so as to be able to address customers’ queries in a timely manner and to set up a full-time customer support team that would remain life at all hours of the day to cater to their clients’ needs. Many small businesses find it difficult to focus on customer service due to a lack of funds to hire in-house staff. Such businesses can consider outsourcing inbound call center services from reputed providers at a fraction of cost that they may need to invest in hiring and training in-house staff. If you are facing a similar situation, you may consider hiring a call center that specializes in delivering inbound support. In this article, we have covered what an inbound call center is and how it can help you grow your business by enhancing your customer service operations.
Importance of Inbound Call Centers for Small Businesses
A call center is defined as an organization that employs people who can efficiently handle phone calls on behalf of their clients including businesses, professionals, non-profits, or any type of organization that requires customer service support. An inbound call center is responsible for handling incoming calls that are made by their clients’ customers who want to get their queries or complaints addressed. Executives delivering inbound support are expected to serve customers in a timely manner and provide them with accurate solutions to their problems.
Call center executives do not just handle phone calls and their responsibilities stretch beyond that. That’s the reason why call centers are often renamed as contact centers. Today, executives need to have other skills such as email management, texting-based marketing, social media management, and live chat management. These executives are required to ensure a positive customer experience by delivering services through several channels. Inbound call centers may provide different services depending on their clients’ needs, however, there are certain services that are commonly delivered by most call centers:
The most reputed call centers can provide multilingual support, thereby helping you deliver better customer service to customers who live in different countries and speak in different native languages. You may often have an app installed on your mobile phone, which would allow you to communicate with your customer service team and evaluate their performances.
Your inbound call center team is primarily your back-office support team that is in-charge of incoming call handling on your behalf. Such employees have specific call center skills that are mainly communication-oriented. They are also the front-end of your businesses because they directly deal with your customers. So an inbound call center team is an extension of your organization, which is operating from another location or another country. They are your outsourced company representatives who handle your customers’ calls and address their queries in appropriate ways.
Managing inbound calls may appear to be a very simple task, but professional call centers do know that receiving calls professionally and answering them in an appropriate manner is an art as well as a science. Inbound calling is all about having excellent communication skills and practising a high level of patience so as to be able to serve customers in the finest possible way.
So what’s the best way to handle incoming calls? Let’s explore this with an example:
Let’s say a customer is utterly dissatisfied with a product that he purchased from your company. So your customer goes through the manual and then finds the tool-free number online to contact your business. At first, the customer is directed to automated messages that fail to address his specific queries. He calls in the same customer support number again and gets to talk to a representative who transfers the call to another department. The customer feels disgusted one more time. Then he starts flooding social media platforms with negative messages about your brand. And other prospects reading these messages would never ever buy from you. This is an example of poor inbound calling.
So a person handling inbound calls should be: