Inbound call centers can be lifesavers. After all, when your phone's ringing off the hook, it's proof that business is finally booming. When you're too busy to answer, however, it's a sign that your business is buckling. Inbound call centers can help.
Designed to help you improve both customer service and relationship management, inbound call center solutions are an affordable, effective means for accommodating growth while satisfying customers. In fact, inbound call centers offer many benefits, and can make life easier for your business on several fronts. For starters:
1. Inbound call centers are ideal for taking and processing orders via phone.
2. Inbound call centers offer a fast and affordable solution to sudden surges in business.
3. Inbound call center software can double as an answering service.
4. Perfect for customer service, call centers are an excellent instrument for managing and improving customer relationships.
5. Outsourced call centers are an accessible option for companies that want to provide round-the-clock tech support.
Action Steps
The best contacts and resources to help you get it done
Assess your inbound call center needs
For smart management, inbound call center shopping begins with a needs analysis. Decide what inbound call centers can do for you -- order collection, customer service, tech support -- as well as how much volume you expect to throw their way, then proceed accordingly.
Compare outsourced call centers with inbound call center software
If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site call management; inbound call center software is an ideal do-it-yourself solution. If your call volume is high, however, and includes more complex customer interactions, outsourced call centers, which are vendor-driven, are a better option.
Research offshore outsourced call centers
While controversial, outsourced call centers in other countries are worth considering because they are cheaper by far than U.S.-based inbound call centers. You can minimize controversy and still take advantage of lower rates by employing inbound call centers closer to home, in Canada or the Caribbean, for example.
I recommend: There are outsourced call centers worldwide, including Call Centers in India; International Market Access, in the Caribbean; Asian Call Centres, in the Philippines; and TigerTel/UTR, in Canada.
Inbound 'call' centers? Try inbound 'contact' centers.
Focused increasingly on comprehensive customer service, call centers are turning more and more into generalized contact centers, answering inquiries made not only by phone, but also by e-mail, instant message and web chat.
I recommend: Popular vendors providing inbound call center software with wider contact center capabilities.
Find inbound call centers with the special services you need
Many inbound call centers offer unique services such as subject matter specialties and multilingual customer service reps, which can truly differentiate you with your customers.
I recommend: Look for inbound call centers via the American Teleservices Association; its member directory is searchable by company type, location and specialty.
Tips & Tactics
Helpful advice for making the most of this Guide
Keep in mind that inbound call centers are more than commodities; they're also instruments with which to brand and publicize your business. Because they're often companies' primary point of contact and customer service, call centers should be treated not as products, but as partners.
• Because most inbound call centers charge you based on usage, ask vendors to give you price quotes for an average month, a slow month and a busy month.
• While some inbound call centers offer shared agents, which handle calls for multiple companies, others offer dedicated agents that are assigned exclusively to your company. The former agents are more affordable, but the latter tend to produce more satisfied customers; know the difference and choose accordingly.
• If you're looking at inbound call center software, ask for a free trial. If you're looking at full-blooded outsourced call centers, ask to visit the call center in person and to listen in on live calls being answered for other customers.
• While many inbound call centers will offer to set up your customer service phone number for you, it's important to own your line. Acquire your own number, therefore, and have it assigned to your inbound call center.
• Because most service contracts with inbound call centers are binding for at least six months to a year, make sure yours includes pricing and terms that are clear and correct. What's more, make sure your vendor signs a service level agreement (SLA); not always standard, it guarantees short response times for your customers.
