Assume you ordered from a well-known brand, Let’s say your product is defective. What is the first thing you plan to do? You simply dial their number. What if they are unable to take your call owing to a high volume of calls? You definitely are not going to buy from them again due to poor customer service. Zendesk Customer Experience Trends Report 2020 states that: About 80% of customers would prefer to work with a competitor, after more than one awful experience. Moreover, you probably share your experience with at least 4 to 5 friends. Let’s look at this scenario from a business point of view. A single dissatisfied customer might result in the loss of 5 to 6 good prospects. Losing an old customer is relatively a big loss as compared to a new one. According to business.com, Acquiring new customers costs 5-10 times more than selling to existing ones. This is the point when an inbound call center solution may be most useful. Let’s first quickly check what is an inbound call center? What consequences does it have on any business?
Inbound Call Center:
The inbound call center is the one that receives incoming calls from clients regarding any of their queries about your product or services. Inbound call center agents can be anyone, such as your regular office employee, dedicated in-house inbound call center team, outsourced call center, or any work from the home agent. That will operate on your behalf and answer all calls in a pleasant tone and with proper etiquette.
Importance Of Inbound Call Center:
Are you struggling with this question, whether you need an inbound call center? If yes, then we can help you with this post. Priorly, You should read our blog for a comprehensive guide about the inbound call centers solutions and their needs.
Hopefully, after reading you must have a clearer picture of the inbound call center. If you are considering implementing an inbound call center in service for your business, it can be proved to be a value-added feature. There are numerous benefits of having an inbound call center, but we will walk you through its importance and advantages precisely.
- Additional Focus On Core Competencies
If you have an inbound call center team, It will divide your workload. Now you don’t need to look after calls or no need to worry about leads or sales. Solely focus on core business and leave everything to your proficient inbound call center service provider. It will be an excellent complement to cultivating long-term client loyalty.
- Look after customers’ needs and wants
Customers are your business drivers. According to a survey, roughly 58 percent of consumers end ties with a brand or business if they get poor customer service. It’s not an easy task to keep the difference between their needs and wants and what is their priority problem. However, an experienced call center service provider can do it easily. It depends on your company’s objectives, level of client interaction, and experience of the agent. As stats say: 93% of customer service teams believe that customer expectations are higher than before.
- Customer Retention and satisfaction score
Incoming call receivers are the first contact person. If you are lucky enough to get a professional inbound call center team, your customer retention and satisfaction will automatically be going to increase exponentially. According to a study, 45% of customer service teams believe that focusing on customer retention strategies should be their second most crucial work priority.
- Boast sales
Inbound call centers are proven sales boosters. If your customers are satisfied with 100% chances of their retention. This will increase their trust, and the Ultimate goal with definitely going to be achieved, resulting in generating more revenues.
- Cost-effectiveness
Having an in-house inbound call center team can be a little costly. If you are planning to outsource it, It can be a huge cost for employees. Internal employees can cost you for inventory, office premises, their salaries with full benefits, training, and other expenses. Outsourcing can be the best suited in this scenario and a BPO company can be your best partner here. (Outsourcing refers to getting a call center support services from an external company )
Conclusion:
Hopefully, now you have a better understanding of what the inbound call center services are and what impacts it has on any business. If you have taken the decision of getting inbound call support, We have a piece of good news for you. IdeasUnlimited has been providing its support services, particularly inbound call centers for more than 11 years now. We have both remote and onsite teams, covering the different locations encircling the entire globe. You can reach out to us at sales@ideasunlimitedonline.com or +1 (281) 941-2710 or visit our website.
Author Bio:
Muhammad Umer – Operations & Sales Manager
Umer has been leading the IdeasUnlimited sales team while overseeing operations and building client relationships. He works closely with the managerial staff and has over 3 years of experience in the call center industry.
