What is an inbound call centre, and why should you outsource?

A call centre is the first point of contact between an organization and its customers, clients, or patients. In an inbound call centre calls are being made to your business instead of calling other companies or people. How would you like to save money on your company’s support costs while improving customer service at the same time? 

Here’s everything you need to know about outsourcing and why you should seriously consider implementing one right away. This way, you can reap all the benefits of having this outstanding service available to your business.

Why is an inbound call center important?

For companies with brick-and-mortar locations, there’s a good chance that customers will need to contact you by phone. It could be because they’re having trouble with your product, or they just want information. Whatever their reason for calling, as a business owner, it’s crucial to provide your customers with top-quality service. When customers reach an answering machine or voicemail inbox, customer satisfaction plummets, and many people just hang up before leaving a message. When a customer’s problem is resolved quickly, only 1% is likely to go to a competitor compared to 15% when the issue is not addressed sufficiently. An inbound call centre can help reduce some of these issues by answering phones professionally. The best part: they represent your brand well on calls.

How does an inbound call centre work?

If your company has high volumes of phone calls, especially if they’re sales calls or customer service-related, then you could benefit from outsourcing your inbound call centre. Having a dedicated team answering your incoming phone calls can free up precious time. When there are problems with your product or service, your customers should receive professional support as quickly as possible. Having a call-centre solution at hand ensures that you’ll be able to respond promptly to any issues that might arise. Plus, let’s face it: not everyone works well on the phone. With an outsourced answer line, someone else will do that job for them.

What is call center outsourcing?

Many companies offer different services to help your business operate more efficiently, but few are as valuable as outsourcing your call centre. What does it mean to outsource it? A company contracts with another company to take care of certain business functions, such as customer service (in this case). Call centres tend to be large facilities where hundreds of people work. They’re generally built for one thing: managing thousands upon thousands of phone calls every day. The idea behind outsourcing a call centre is that your customers get professional, courteous, knowledgeable assistance at all hours—not unlike local businesses. What makes outsourced call centres unique are their price points and/or excellent customer service. 

Benefits of outsourced call centres:

There are several benefits of outsourcing your inbound calls to a call centre, such as time management, self-care, cost savings. It can lead to building better relationships with your clients and more business opportunities. An experienced professional team specializing in handling these tasks will manage them efficiently. They will give you peace of mind to focus on other important things outside of handling calls from clients. 

It’s cost-effective

No matter what industry your business operates in, if you receive regular customer service calls (for instance, questions about products), then hiring an in-house team to do so makes little sense. The costs will quickly add up—not only for wages but also for things like expensive office space. An outsourcing agency can provide all of these services much more efficiently than a single department can. And don’t forget that bad customer service is quite costly.

It improves your speed to answer and handle time

When a customer calls your business, they expect you to talk with them as quickly as possible. If they have to wait for more than 2 minutes, then that’s bad news for your business. An outsourced call centre can decrease those wait times by taking care of some of those incoming calls.

It can help with the quality of service

Companies that do not offer exceptional customer service will soon be replaced by those that do. That’s where outsourcing your inbound calls comes into play. You can keep your quality of service at a high level while saving on overhead costs. All by simply hiring a virtual call centre to answer some or all of your incoming calls. 

It provides easier monitoring and analysis

Call centres are not necessarily tied to any one location. This means that monitoring services are vital if you want to ensure your employees are working productively. Some companies will even allow you to track actual phone conversations between customer representatives and clients. You can use the data for coaching purposes or analyze it as a separate metric for determining employee performance. This is critical, especially if part of your business model relies on encouraging clients to return as repeat customers. 

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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% !