Every day your business might receive more than a hundred calls from your potential customers just to know about your business. Well, that’s good news! However, it can turn into a nightmare if no professionals handle such calls. Yes, that’s where call centres enter the picture.
Imagine you decided to launch a product soon in the market. The date is revealed, and you’re set to go. As the day comes closer, the curiosity among your potential customers increases. Soon after the product goes live, the number of calls shoots from a hundred to a thousand and even more. In such cases, call centres appear as saviours. Many large-scale organisations are dependent on inbound call centre service providers, and now it’s your turn!
What exactly are inbound call centre services? Why should you choose an external inbound call centre service provider? Here you will find answers to all your brimming questions. Without any further ado, let’s get started!
What is an Inbound Call Centre?
An inbound call centre is a highly advanced service where trained experts answer calls regarding your business operations, future growth, and present scenarios. By outsourcing these services, you can entertain your customers round the clock, which means there is no scope of missing out on opportunities.
Why Choosing an External Inbound Call Centre Service Provider is a Better Option?
When people in your organisation are busy handling calls, they tend to either miss a few of them or get distracted from the actual work, which requires a lot of attention. Over time as your organisation grows, it becomes hard for them to pick each call and answer with the same enthusiasm.
If your team has hundreds of calls every day, the chances are high that there will be more incoming calls than people available to handle them. When you put the callers on hold, they simply look elsewhere. Also, it goes without saying that voice messages and hold times attract no clients.
What else could you do if your team is busy catering to the needs of customers while there is no one to handle everyday calls?
An external inbound call centre service provider can help in such scenarios! Companies have been relying on call centres for ages now. The reasons are many; however, the major objective is to improve customer loyalty and boost sales.
Do you know that over 1,60,000 call centres exist in the market today? Yes, therefore, it is being said that choosing the most reliable option is a side hustle. Out of these many, choosing the ones that best suit your business requires a lot of brainstorming, but not anymore! Now, your business would not have to miss out on calls or frustrate your potential customers by keeping them on hold. Hence, it is a win-win situation for you.
To Outsource or Not Outsource to Call Centre Service Providers?
Before you dive into the actual decision-making process, here is the list of pros and cons which will help you decide.
Companies who look to outsource services are most likely to experience the following –
- High internal operational costs
- Time spent on the mundane
- Decreased focus on the actual task
- Time-consuming back business operations
- Inappropriately managed office activities
- Customer losses from negative interactions
- High employee turnover
- Lack of engagement
What to Look for While Choosing an Inbound Call Centre?
Here are a few things to consider while choosing an inbound call centre –
With the rise in technology and latest advancements, data breaching has evolved as a significant issue in the online world. Therefore, choosing a call centre which offers a robust security system is imperative. As data breaching has become a significant concern, protecting your customer’s personal information has never been crucial.
Experience does a lot! If your business is a software development business, whereas your vendor’s call centre specialises in offering hardware development services, the fit might not be the best! As a lot of hard work would go into training employees. On the other hand, if you choose to switch the vendor and pick someone who best fits your needs, it might be more convenient. Also, performance optimization would be easier.
What Questions to Ask Before Choosing the Right Call Centre Service Provider?
Here is the list of questions to ask the right call centre service provider –
- What steps will they take to protect your customer’s personal information?
- Where will the data be stored?
- How and who can access the data?
- Is your system well-maintained and updated?
- What does your recruiting, training, and maintaining procedure look like?
- Has the call centre vendor ever faced issues like data breaching? If yes, how did they solve it?
The first encounter with your business will leave a never-fading mark on your customers’ minds. Hence, it needs to be on-point. Choosing an external inbound call centre service provider will ensure that you are making the first move in the right direction. However, finding the right one requires a lot of dedication and hard work, so be prepared!