What is common between a bank, your favorite e-commerce platform, and your cellular service provider?
All of the above have an excellent inbound call center strategy in place.
A call center taking inbound calls is the final step that closes the provider-consumer cycle. It helps in establishing brand reputation and enhances customer satisfaction by addressing their queries, feedback, and doubts. Better customer satisfaction means more word-of-mouth goodwill, ensuring a healthy influx of increased profits and new customers.
Besides selling products, the role of a company is to be accessible to their buyers’ inquiries, preferably during any hour of the day. Brands require to offer various touchpoints for their customers to interact with them. There are multiple ways to connect with buyers to solve their problems. The humble calling is a traditional yet effective method of keeping the interaction alive and the relationship with the customers alive.
Customers can connect to their preferred brands via phone calls with the help of a call center in India– one that is formed with skilled professionals to solve caller’s issues and advanced equipment to field, record, divert and retrieve calls with ease.
This write-up will decode the many aspects of inbound call centers and how your business can leverage them to scale the way to success.
Understanding Inbound Calls
Inbound calls are simple phone calls that are initiated by a customer to a business. Companies give a number to which the calls can be made, and clarifications and resolutions can be found. There are many advanced tools that can be employed in order to manage a call center in India. These tools are equipped to direct queries, field calls to an appropriate call center agent, and record the communication between the customer and the agent to ensure further assessment and improvement. This helps in improving CX greatly.
What are the types of Inbound Call Centers?
- Customer Support
- Technical Support
- Help Desk
1. Customer Support
As stated earlier, the relationship between business and customers begins after a product is purchased or a service is taken. Customer support inbound call center in India provides help to customers with regards to queries, malfunctioning, installation, immediate resolution, and so on. Solving their queries plays an important role in retaining the existing customer base.
2. Technical Support
These call center setups offer tech support-both hardware and software to the customers. These consist of on-site tech support, desktop, application, warranty support, network tech support, maintenance, and so on. Thus, technical support can retain loyal customers by providing sound technical support.
3. Help Desk
This provides information about a company and its existing products or services. These call centers also shed light on the upcoming launches and so on. Besides, they also redirect calls to a specific person (within the company) with whom a caller wishes to connect.
Inbound Call Center Services
1. Customer Support Device
This is the most essential role played by an inbound call center. While speaking to callers, the agents employ strategy-driven customer service solutions in order to differentiate the brand from the crowd. A few of the features offered by customer care include acquisition, customer assistance, complaint management, relationship management, customer retention, and so on. By delivering an outstanding CX, the call center agents will transform the way the brand is perceived.
2. Social Media Support
With the present audience, social media plays a significant role. So much that they prefer social channels to inquire about a product or a service or put up a complaint against the brand. Instead of using the conventional modes of communication such as email, phone calls, websites, and so on, people prefer social platforms. Thus, brands have no other choice but to provide customer service via social media. Inbound call centers are equipped with a team that handles a brand’s reputation on social platforms. Besides, they make sure that the tonality of the business is maintained across channels. They also ensure damage control whenever a customer complaint reaches multiple people and goes viral on social media.
3. Answering Service
The primary role of inbound call centers is to take customer calls and offer prompt resolutions to their queries. The agents in a call center in India tend to do much more than that. They interpret every problem in detail and ensure that it is conveyed to the client without leaving behind any key facts. Besides, these call center agents are available all round the clock to make sure that no customer is left high and dry.
4. Order Taking
Nowadays, customers wish to place their orders (through their preferred channels) during any hour of the day. This denotes that an agent operating 24×7 is vital to not lose out on potential sales. In addition, a professional call center setup will ensure that no orders are missed and the same requirement is conveyed to the customer without fail.
5. Customer Retention
It is very important that brands retain their customer base. When or if a customer back out from a service, the customer service agent will again call them up, have a talk with them to clearly understand the reason for discontinuing the service, help them clear their doubts, provide suitable solutions, and try to onboard them again.
6. Claims Processing
Around the world, customers demand a simple need- they ask for an easy claim handling process, faster resolution times, and hassle-free claim settlements. These needs are delivered through healthcare inbound call centers that have domain experts, global delivery centers, and set processes in place. These professionals are extensively trained on the intricacies of each claim process, hence ensuring that the customer-related inquiries are resolved comprehensively.
7. Medical Answering Service
This call center service solely focuses on helping customers with multiple aspects such as clarifying doubts, scheduling appointments, clearing apprehensions, calling doctors, and so on. The skilled healthcare call center agents manage high-volume calls through a 24/7 answering service. This is especially done for healthcare organizations in a smooth, efficient, and cost-effective manner. Besides, the call center agents ensure that they strictly follow protocols while dealing with the clients of a caregiver.
8. Cross-selling and up-selling services
One of the ways for brands to generate increased revenue is to use up-scaling and cross-selling methods. By hiring an inbound call center in India, their agents use a research approach to develop customized strategies to give out maximum results. They first choose genuine customers, wait for the right time, and pitch a proposition. This very approach ensures that companies’ new products or services get a much-needed promotion.
9. IVR services
IVR or Interactive Voice Recording is a touchpoint for customers to interact with their preferred brands. The main key here is to have an interactive voice menu that serves specific customer requirements in the language of their choice. Besides, the IVR can be used to derive access to the database, make call-backs, and facilitate scalability. This is a very cost-effective way to provide personalized customer satisfaction.
Conclusion
By outsourcing call center services to India, you get the best quality of processes, minimizing call handling time, and a quick resolution to customer queries.
