Inbound call center services have been essential to businesses for decades now. Handling the call volume of customers that call in for a wide variety of reasons is an integral task. With changing times, the range of services that an inbound call center can offer has also changed. Businesses have recognized the requirement for various inbound services that can help different types of companies achieve their business goals while reducing their overall costs.
In this post, we will discuss the top 6 inbound call center services that businesses today need –
1. Help Desk Services
Help-desk services refer to tech companies providing tech support to their customers that are facing issues with their product or services. Tech companies have been outsourcing help-desk services to India for decades. Now, not only do the western companies outsource their help-desk service but the emergence of so many tech companies in India has generated a need for them to outsource this service as well. By providing cost-effective and high-quality help-desk service, a company satisfies their customer’s needs as well as create a positive brand image.
2. Inbound Sales Services
Inbound sales are an important revenue generation process for any business. The crux of inbound sales is to either receive calls of the existing customers of a company and try to up-sell or cross-sell to them or handle general inquiry calls and try to convert those callers into customers. Inbound sales can also be termed as a customer acquisition process. Outsourcing inbound sales will give your company access to well-trained telesales staff that will provide economical service and helps boost profits via boosting sales.
3. Order Booking Service
In lieu of the growth of various e-commerce companies around the world, order taking processes are becoming very important in ensuring smooth logistics of the business. These companies cater to customers all across the globe and need agents that can handle calls and book orders online and confirm them as well. By outsourcing the order taking processes, these e-commerce companies can reduce their operating costs by a huge margin, especially if they offshore this service to a country like India.
4. Customer Support
This is the oldest inbound service in the world. For as long as businesses have existed, there has also existed a need for customer support. Whether you sell a product or a service, whenever customers have any doubts in their mind regarding it, they call in. A good customer service ensures customer loyalty and satisfaction which should always be a key priority for a business. As long as inbound call centers have existed, they have handled customer support processes primarily. By partnering with a reliable Indian outsourcing company, businesses can raise their customer interaction level and become a truly loved brand.
IVR refers to Interactive Voice Response. It is that automated voice message you receive when you call a company’s helpline number. This service is very beneficial and saves costs by automating call routing to proper departments by simply allowing callers to press a few keys on their phones. IVR also is a good self-help tool that can be used to guide customers through simple problems or provide them with some quick information like their monthly bill, registered number, account balance etc.
6. Enquiry Handling
Enquiry handling is an important inbound process. It can be in the form of calls as well as website chat support service. Customers can send in their queries via chat, email or can call in. Providing accurate and timely response to those queries in essential is building customer trust. Outsourcing this process to a multi-channel call center services provider can help you focus on the business’s core functions.
Outsourcing inbound call center services help your company reduce its overall operational costs and allows you to focus on the core competencies of your company. Choosing the right call center services provider can help take a huge burden off you.