Inbound call centers specialize in customer experience and engagement. How can a call center help your business grow?
A 2020 Zendesk Report on Customer Experience Trends shows that about 50% of millennials and Gen Z customers are still interested in making calls to businesses.
For this reason, businesses still have to think of effective ways to receive calls from their customers. This is why most end up establishing an inbound call center.
Research shows that 95% of customers believe customer service is essential for brand loyalty. Therefore, setting up an inbound call center might be just what you need to grow a loyal customer base.
Can’t tell the difference between an inbound and outbound call center? This article touches on the difference between the two, why your business needs an inbound call center and some of the services they provide.
What is an Inbound Call Center?
An inbound call center is a business contact center that receives incoming calls from customers, partners, and other businesses.
Businesses use these centers for many purposes, including sales and offering comprehensive customer support to their callers.
Inbound call center duties generally include acquiring new customers from new sales. They also handle calls from existing customers, often those experiencing issues with products or services. A support team is put in place to monitor the center and handle issues promptly.
Inbound call centers are an excellent tool for ensuring you provide top-notch customer service. Given that 90% of consumers check out a business’s reviews before purchasing anything, it might do you some good to rake up those five-star reviews.
Most businesses will manage an inbound call center by themselves. However, it’s common to find some with an outsourced call center. This option is especially viable if you have a high volume of incoming calls.
The average monthly inbound call center outsourcing cost is an hourly rate of $30-$65 for each agent, which you can use to determine whether your business needs an in-house team or if outsourcing will suffice.
Why Should Your Business Have an Inbound Call Center?
Regardless of the kind of business you run, an inbound call center will come in handy, especially if you want to provide exceptional customer service.
Although most businesses will use inbound call centers to tend to their customers’ needs, there are several other reasons why you should consider setting one up.
Here is an overview of some of the benefits of an inbound call center.
Every business owner will attest that getting new clients is an uphill task. It becomes easier to convince your existing customers to try out your new products with an inbound call center.
The agents are tasked with many important jobs. First and foremost, they focus on building a direct-to-consumer (D2C) relationship with the clients.
This process ensures products or services are sold directly to clients while avoiding the middleman. Studies have shown that clients are very receptive to this practice. If executed correctly, it fosters brand loyalty over time.
In turn, they can invite more of those around them to try out your products, which helps to increase your business’s sales and revenue.
But the sales functions of inbound call centers don’t end there. They can also assist with high-volume selling, new customer acquisition and potential reselling opportunities with the existing customer base.
Improve Customer Service
Statistics show that 68% of customers will pay more for products and services if they receive good customer service.
By having an inbound call center, you will be better equipped to address your customers’ needs and inquiries.
You can easily get brand advocates through this method and build a loyal customer base over time.
Reduce Wait Times
One of the biggest turn-offs for your customers is having an automated machine answer their calls, especially if they only have a straightforward question that could easily be answered.
Live call answering reduces the number of scheduled calls. This eventually boosts the team’s productivity and saves your customers time.
Manage Higher Call Volumes
As your business grows, so will the volume of incoming calls. A robust inbound call center will help manage the growing volume.
The agents at the center ensure no calls go unanswered, and you can always set up an automated answering machine as a last resort.
This way, no matter how busy things get, your customers can rest easy knowing they are not being ignored.
Services Included in an Inbound Call Center
When considering the answer to “what is an inbound call center?” it’s crucial to determine the kind of services offered.
Support services are often the primary reason why businesses set up inbound call centers. Through contact centers, businesses can provide a better customer experience for their customers.
A dedicated call center representative will tend to your customers’ needs promptly and efficiently. This increases the chances of having a return client.
If your business offers a complex product, you are most likely to receive phone calls from your customers asking how to go about using the item.
You can use an inbound call center to set up a helpdesk to provide solutions for IT-related issues.
A ticket system can come in handy to help inbound call center agents dispatch technicians to callers, making your client response process smoother.
You can also use your inbound call center to handle clients’ complaints. No business is perfect, and feedback from your customer base will help determine where you need to improve.
If possible and feasible, have your agents offer discounts and other perks to clients who call with complaints. This helps to resolve issues amicably while retaining your client base.
Call patching is somewhat similar to the message-taking service. However, instead of forwarding the message to the relevant party later, a call center agent passes it immediately.
The efficient system passes the call to someone on the team who can handle it. If no one is available, the agent takes a message.
You can generate additional value from call patching by using it as a means of lead progression. For example, it can be used to capture leads and subsequently pass them along to an appropriate partner or team for further sales efforts, appointments or follow-up.
Inbound vs. Outbound Call Centers: What’s the Difference?
Many businesses also have an outbound call center, which they use to contact potential customers.
Unlike in the inbound call center where calls are inbound, the customer service representatives in an outbound center make the outgoing calls. There are also some call center services providers like Triton Technologies who offer both inbound agents for added convenience.
Outbound call centers are excellent for cold calling customers and marketing products or services.
The agents make outbound calls on behalf of the business, including calls for verification, fundraising, or contact list updating.
Other outbound call center services include lead generation, telemarketing, and surveys for collecting market research from shoppers.
Explore Your Inbound Call Center Options
Establishing and growing your business is not an easy process. However, having the right strategic partner by your side makes managing your business easier.
Triton Technologies provides reliable customer engagement solutions so you can focus on scaling your business.
Contact us today for a free consultation to determine the ideal customer solutions to propel your business forward.