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The Importance of Professional Inbound Call Center Services

March 05, 2014 Amit Kachhawa

As businesses continue to grow, key decision makers are finding it increasingly difficult to dedicate the appropriate amount of attention to each area of their operations. Whether it is because they are not sure how to allocate the time or that they simply do not have the man power or resources on hand to meet their growing customer base, businesses are looking for a cost effective and quick response to this growing issue.

Companies all over the world are finding that turning to a trusted inbound call center is the best answer to this dilemma. When companies choose to outsource certain services to a trusted third party, this allows the company to really focus on their core competencies. When companies are faced with the decision of choosing a third party contact center, they need to ensure that the company they choose has processes that work in an organized and coordinated manner. The range of services outsourced generally includes technical support, customer service support, inbound sales and essential call answering and forwarding services.

In virtually every instance, regardless of the service outsourced, businesses are looking to save money while still growing their business. Contact centers that have professional quality services and documented processes are the ones that are able to provide companies with what they are looking for.

Types of Inbound Contact Center Services

There is no limit to the number of services that can be outsourced, as long as you have the right vendor! Below we will give brief descriptions on the most common services outsourced:

  1. Customer Service: as the name suggests, customer service is providing services to customers to satisfy the various issues they have about the products and services offered. In today’s social media world, having a phenomenal Customer Service experience is at its highest demand. Outsourcing this service to a proven outsourcer can prove invaluable for businesses and the way they are viewed in the eyes of their customers.
  2. Help Desk: this includes providing assistance, guidance and troubleshooting services to customers. The help desk service can even provide information about hotel room bookings, ticket fares, service related queries, etc. for customers over the phone or through emails.
  3. Technical Troubleshooting: is the advice or guidance for the service provided to a customer over the telephone or email for their IT or computer related issues. Technical troubleshooting requires the agents to handle multiple roles and is quite a bit more in depth as far as skill level is concerned when comparing this to other services outsourced.
  4. Inbound Sales: Like most online retailers, there is a number for customers to call and place their order over the phone with a helpful representative. Having someone there to talk directly with the customers has a significant impact on abandoned shopping carts and overall sales. Most consumers abandon their cart because they simply aren’t sure about their purchase. Having an agent there to guide them and reassure them in their purchase is something that every skeptical shopper wants and will greatly improve their overall experience.

Contact Centers are being utilized more and more each and every day. Businesses who outsource such services mentioned above are finding that they have much more time and resources that they can direct to their main “money maker” services. Find out what potential your business could be missing out on and contact us at Etech Global Services!