What Does an Inbound Call Centre Do?

 

Answering

In our saturated markets, the quality of customer service is still a major factor in winning and retaining clients. Processing orders accurately, delivering services in a timely fashion and to the highest standards is only a part of it. As a business, you will also be judged on how well you handle communications with customers, and it is all the more important to get it right that you will usually not get feedback from unhappy customers. They will simply leave without giving you a second chance.

However, medium-sized companies can sometimes be caught between a rock and a hard place: on the one hand, the volume of inbound calls isn’t high enough or regular enough to justify dedicating staff exclusively to it; on the other hand, it is sufficiently time-consuming to take your employees away from their primary jobs, reducing your company’s efficiency.

An inbound call centre can offer you the best of both worlds. Operated by an outsourcer, they will manage incoming communications on your behalf,  24 hours a day, 365 days a year if necessary, promptly and reliably, projecting a professional and approachable image of your company.

Here are some of the tasks inbound call centres can handle:

  • Sales process: The last thing you want is to keep prospective clients waiting when they want to place an order or make a booking. An inbound call centre will be able to answer calls and provide product information promptly, and minimise the risk of losing customers.
  • Post-sales customer service: Repeat business is key to the success of a company, and being able to provide a positive outcome to complaints, order cancellations, refunds, exchange, etc… is vital to retaining satisfied customers. An inbound call centre will aim at delivering first-call resolution and therefore keep post-sales phone calls to a minimum.
  • Promotional campaign response: Whether you are a business or a charitable organisation, you may run campaigns from time to time which will hopefully generate a sudden and high volume of calls. Inbound centre calls can help you, not only to cope with temporary but potentially overwhelming incoming calls but also to capture data.
  • Catalogue and brochure requests: not every customer is comfortable browsing online and being able to deal with catalogue requests is crucial to customer satisfaction and will also provide you with invaluable customer data.

These are only a few examples. A quality inbound call centre will be able to offer tailored solutions to your needs.

 

 

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