Inbound call centre solutions | How to choose the best?

Inbound call centre solutions are an integral part of any business that relies on customers to drive revenue, but it can be difficult to know where to start with your search. When choosing an inbound call centre solution, you’ll want to consider various factors. It depends on how many agents you’ll need to run the operation to how much the solution will cost. In the end, it’s about creating an experience that drives sales and can provide your customers with relevant information whenever they need it – no matter what the question!

Inbound call centre providers

What should you look for when selecting an inbound call centre solution provider? Here are key areas to consider. The ideal situation is for your contact centre service provider to be near you, which allows for face-to-face meetings. Of course, these days, companies often work with providers based across the country or even internationally—and that’s fine if it works for you and your business needs. It’s essential to know how long it takes calls to route from one area code to another (varies by provider) and whether there will be any delays during peak times of day/week/month.

Benefits of inbound call centre solutions

An inbound call centre solution is often referred to as virtual receptionist services. It is a live answering service that provides an immediate presence 24/7, even when your business isn’t open. It allows customers or clients to contact you directly by phone, email, text message, or live chat. This is called inbound communication. 

A study shows that nearly three out of five consumers believe that good customer service is vital for feeling loyalty toward a brand. But good customer service is not enough anymore. Today’s consumer expects and demands more than just high-quality products and services. They want and hope for timely and accurate information to make informed decisions.

For brands striving to stay ahead of the curve, customer service is evolving into a complex puzzle. The goal? To deliver a fantastic experience across multiple channels and eliminate downtime. So, in what situations should your company use an inbound call centre software solution? It might not seem like you would need one, but imagine if it were next year, and you decided that all incoming calls should be transferred to your toll-free number. You wouldn’t be able to do it without a third-party software system that links into both your phone system and whatever help desk software you use. 

How to choose the best Inbound call centre solutions?

When shopping for a business phone system, you’ll need to decide between in-house and hosted software. While in-house systems offer more flexibility and control, they also require more training and upkeep. For most small businesses, a hosted solution is better because it requires less time and money upfront. There are many options when looking for a business call centre solution; make sure to do your research before choosing which one is right for you.

Features to look for in software for inbound call centres

Robust reporting capabilities 

The list of reports should include revenue reporting, income per agent performance metrics, agent interaction metrics, statistics on customer responses and satisfaction ratings, contact history reports, etc. The service should give you flexible options to create new types of reports as per your needs. Detailed information like the duration of calls, the response rate by agents is also necessary, along with advanced features like real-time reporting options that allow agents to view performance statistics on their computers while taking calls.

Included tools

A modern-day inbound call centre is much more than just a telephone. It’s a whole solution that may include different technologies, including Virtual Call Center and Unified Communications, Interactive Voice Response (IVR), Speech Recognition and Dialogic. So when looking for an inbound call centre software or service, it’s essential to understand all of your options. 

Learning curve

When you have selected your software package, an on-site implementation team will come in and train you on its use. This implementation phase is what many companies refer to as the learning curve. What they are referring to is how quickly your employees can become trained in using their software. You want a team that can get your employees up and running soon, so they begin generating revenue for your company right away. 

Pricing

Do your research before you select an inbound call centre solution. While some are relatively inexpensive, others have hidden costs that can add up quickly. Read through terms and conditions carefully before signing any contract. Not all plans include toll-free numbers, live chat, or other features you might need right away. That’s why you must be sure to take those into account when comparing pricing plans.

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Case Study

Save and grow

Find out how one of our clients, went from 40 hours of inhouse support, to 140 hours of Incus Business Support per week and still saved 20% !

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