Call centers can chiefly be categorized into Inbound and Outbound call centers. Inbound call centers mostly focus on the needs of customers who call in to have specific needs met. Whereas, outbound call centers have agents initiating calls to customers or potential customers mostly for marketing /sales or feedback research. By nature of the service provided, inbound call centers are driven by the primary goals of achieving customer satisfaction and call resolution. Having an inbound call center is simply a must-have for any business that wants to expand, achieve growth and most importantly win the customers trust, confidence and continued loyalty. In this article, we focus solely on the business benefits of and requirements for an Inbound Call Center.
Why Your Business Needs an Inbound Call Center
When it comes to customer service, there are certain aspects that cause an inordinate amount of frustration to clients or potential clients. Some of these include:
- Not having the facility to speak directly to a company representative.
- Having to wait for a response on email for days at a time.
- Not having the option of service that’s available 24/7 or caters to the client’s time zone.
- Not having an option to chat with a person real-time online instead of having to use the phone.
- Not having a toll-free number to contact.
While technology does make life easier in that people have multiple channels of communication with companies, a lot of people still prefer speaking to an actual person and getting the sense that problems will get resolved. Having a quality inbound contact center will ensure that you are able to address all of these and do so much more to achieve customer satisfaction and retain customer loyalty.
What Every Inbound Call Center Should Have
There are certain features that inbound call centers should ideally have and the more you have of these the better as customers get added flexibility and more service options:
24/7 Availability – Customers love being able to reach someone any time of day especially when they are time-crunched otherwise with responsibilities or activities.
Toll-free Number – Nobody wants to pay to deal with a problem that seems to arise from the specific product or service they’ve purchased.
Ease of Communication – Agents should ideally by multi-lingual or proficient in the more widely used languages together with the one or ones that are being used locally.
Skill, Training, and Empathy – Agents should be skilled at handling calls and be adequately trained to carry out their responsibilities effectively. It is also just important that agents display empathy, understanding, and ownership to achieve the first-call resolution.
Technologically Sound – Inbound contact centers should have technology in place that makes it easy for customers to contact you, monitor calls for feedback purposes, enable agents to work with the least amount of distraction, and enables you to survey customer satisfaction.
Why Callnovo Should be Your First Choice Inbound Call Center Provider
Callnovo has been in the Outsourced Contact Center service industry for close to 10 years. We offer customized solutions that cater to your company’s specific needs. Some of our key features include but are not limited to:
- Multilingual capability ( over 20+ languages)
- Fully trained Agents
- Quality Assurance
- Latest cloud-based call center technology (including online chat)
- 24/7 Availability
- Confidential data protection
- Cost-effectiveness with a personal touch
- Reporting and other management functions
Contact us today to speak with one of our representatives and find out how we can help grow your business.