Let’s go over what you need to know to determine which inbound call center is right for you.
Are your phones ringing constantly? Is your in-house team struggling to keep up? Wait times are increasing, while customer satisfaction is decreasing. It’s time to call in reinforcements, that is, a call center service. But which inbound call center company do you choose?
You want to hire a cost-effective call center that aligns with your company values and provides excellent customer service. Let’s go over what you need to know to determine which inbound call center is right for you.
What is an Inbound Call Center?
An inbound call center is a contact center that answers incoming customer calls. These call center agents are trained to handle calls such as:
- Answering customer queries
- Providing customer service
- Giving technical support
- Processing phone orders
- Qualifying inbound leads
Some inbound call centers provide outbound services. However, their primary focus is solving customer issues, providing information, and ensuring customer satisfaction. On the other hand, outbound call centers proactively make calls to individuals or businesses.
Inbound call centers are customer-driven, meaning their goal is to support and retain customers by addressing their needs. Outbound call centers seek to sell a product, expand your customer base, or gather valuable data.
Identifying Your Business’s Needs
When choosing the right inbound call center, the first step in is determining your business’s needs. Ask yourself these questions to get a better idea of what you need:
- How many calls do you expect to receive daily, monthly, and seasonally? Calculating the number of calls you expect to receive will help you determine what support you need. Your in-house team could handle the majority of daily calls outside of peak seasons. You could work with an inbound call center during your busy months for extra support.
- What are your customers’ pain points? Consider these pain points to determine which services you need.
- Are your customers waiting long to talk with an in-house representative?
- Do they need technical advice to troubleshoot your product?
- Are they calling outside of business hours?
- What is your monthly and annual budget for customer care and support? Consider your budget to see how much support you can afford and how much you will save. Consider the initial costs and potential revenue from increased customer satisfaction and loyalty.
Tips for Choosing an Inbound Call Center
Location
Inbound call centers are located in the U.S, neighboring countries, or on the other side of the world (offshore). Each provides its pros and cons. Consider what you need from an inbound call center and which location works for your business.
Experience and Expertise
Make sure you hire a call center with experience in your industry. This is especially important when looking for specialized or technical support. Ask about their training programs, as many call centers train agents to answer product questions and solve complex issues for your unique customers’ needs.
Quality of Service
An inbound call center must provide exceptional quality of service for its customers. Research the call center’s customer satisfaction scores and performance metrics. You can also read testimonials, reviews, and references from current and past clients.
Technology and Infrastructure
Today, many call centers use advanced technology to provide clients with multiple support services. Hire a call center that can handle customer service across multiple channels, such as phone, email, live chat, and social media. Successful call centers integrate AI, machine learning, and human agents to provide personalized customer support.
Compliance and Security
In today’s world, cybersecurity threats and data breaches are everywhere. So, choosing a call center that prioritizes compliance and security is more important than ever. Verify that the call center complies with U.S. standards and regulations, especially data protection and privacy.
Contact Telerep Today!
If you have more questions on how to provide the best customer service to your clients, look no further than TeleRep. Our great assets like live chat, call center and answering services, and alarm monitoring set us apart from the rest. Visit us online or call us at 1-800-638-2000. We want to help you and answer all your questions! To see examples of our work and to keep up with everything we are doing, be sure to follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.