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Inbound Services at Outsource Mor
Elevating Customer Service to New Heights
As a business owner, you recognize that a strong customer focus is essential for success. Achieving your goal of excellence largely depends on customer satisfaction, as happy customers become your most effective advocates for your products and services. When customers seek to connect with you, are you readily available?
The most common complaints revolve around long wait times or unanswered calls, closely followed by interactions with customer service agents who struggle to understand or resolve issues.
Successful leaders understand that customers want to support their favorite brands, so it’s crucial to make them feel heard and valued.
What is an Inbound Call Center?
An inbound call center serves as a direct line of communication for your customers who have comments, questions, and concerns about your products and services. In today’s world, customers may choose to contact you through various channels, such as phone calls, chat sessions, or social media platforms. In addition to resolving customer issues and providing support in product usage, an inbound call center can also handle tasks like payment processing, appointment scheduling, refund issuance, claim filing, account updates, IT support, and more.
An inbound call center consists of agents trained in your brand, products or services. You choose how many agents are available and when your calls are answered. This is entirely scalable, so, for example, if you launch a new product or your business is seasonal, you can scale up your agents and hours to match the expected increased flow.
Inbound Call Center Services
Any B2C or B2B business interaction requiring your company to respond to your existing and potential customer base falls under the capabilities of an inbound call center.
Customer Service
Customer service is more than just a pleasant voice on the other end of communications. Done right, it’s something that makes your customers happy and satisfied — and makes them want to keep coming back to your brand or services. If they call upset or frustrated, we want them to leave feeling like someone listened and helped. If they need help, we want to successfully provide it. White-glove customer service is the goal.
Accounting and Collections
In order to be successful, you must be paid for your products and services. Having a trusted team of accounting professionals, as well as those versed in gentle collections, is mandatory. Understanding industry compliance and integrating new and updated software is paramount to optimizing your bottom line success. Your BPO partner takes care of training and updating, so you get the benefit without the stress and cost.
Direct Response Marketing
What happens when you ask your customers to take immediate action to access a new product or service, enter a contest for a free prize, gain points for referrals or even just respond on a social media app? Direct response marketing is a great way to expand your base, as well as bring new numbers to your bottom line. But your campaign can fall flat if the call or social media post is left unanswered. An inbound call center is always on for your customers.
Technical Support
The world of internet technology moves quickly. When your product or service depends on accessing the internet quickly and efficiently, your customers are bound to run into technical issues. From simple problems such as resetting a password to more challenging tasks, such as connecting to a printer or installing virus protection, you need to have IT experts in your corner to give your customers the technical support they need.
Inbound Sales
When a customer contacts your company for any reason, it is an opportunity to talk to them about your new products and services or other items that may complement the one they’ve already purchased. Inbound sales lead to increased purchasing and a more robust bottom line. Your in-house ad salespeople are supposed to be out there selling, not sitting in the office. The sad truth is that any new opportunity presented when a customer calls in can be lost if the call goes unanswered or to voicemail.
Back Office Processing
Data entry, number crunching, annual budgets, payroll… the list of back office processing tasks just gets longer every year. As your success grows, so does your requirement to manage a never-ending list of accounting duties so necessary to shine a clear light on your day-over-day progress. Wouldn’t it be nice if you could turn all of that over to professionals who have the right skills and the ability to keep up with new laws and regulations as they are issued?
Payment Processing
It’s necessary for your financial health to be able to quickly and efficiently process payments for your products or services. Most payments and payment processing are done online in today’s modern world. This entails handling sensitive information about your customers. Security and accuracy are the main goals. Putting those safeguards into place, while automating for less human error will win the day.
Facility & Procurement
You have a need for ongoing facility management and procurement. If you own your building, it’s important to take care of any issues as they arise, as well as performing ongoing regular maintenance to keep your space healthy. It’s not a duty you want on your plate and there’s no need for a FT or PT employee. An inbound call center agent can take care of all of this for you, so you can focus on growing your business.
Claims Processing
If you are in an industry where claims processing is necessary, you already know it can be a lengthy and time-consuming process. Claims processing requires data entry, reviewing, investigating in some cases, and decisions based on facts. It’s critically important to have accuracy, as well as the proper security and adherence to rules and regulations. Your outsourced claims processing service can simplify this process for you, so you and your staff have time to focus on core activities.
Benefits of an Inbound Call Center
Keeping your client base happy is the key to driving to your number one goal: Being the best in your industry. Whether you are B2B or B2C, choosing to partner with an experienced BPO inbound call center will make the difference because your customers will tell their friends and family, as well as engaging in social media with you. A lively social media group on Instagram, Facebook, LinkedIn or any number of up-and-coming apps has its own way of connecting you with your base and outward from there.
This ongoing and dependable customer contact is the main benefit to hiring an inbound call center, because the alternative is to provide this constant and perpetual customer service on your own. Here are just a few places where a BPO partner can help you shine:
- Superior customer experience: Customer retention is always less expensive than customer acquisition. A superior customer experience will keep your base happy.
- Grow your social media presence: A robust social media presence is a requirement in today’s digitally heavy customer base.
- Increased core operations: Your core group of employees can focus on helping you grow your business, rather than answering the phone.
- Data you can use: Your BPO call center will provide you with analytics and important customer data you can use to make business decisions around new products, sales and much more.