With customer service at the forefront of business competitive differentiation in today’s global marketplace, and 81% of marketers estimated to be competing on the basis of customer experience by 2020, you need to evaluate your customer care center and see whether you need an inbound call center solution.
What is an Inbound Call Center Solution?
An inbound call is initiated by a customer, employee, vendor, or other stakeholder who wants information or assistance with some aspect of your product or service. Your business is not initiating the call. An inbound call center solution constitutes the management of all inbound channels of contact that any stakeholder can use to reach out to your business. All inbound calls, messages, or chats are routed to an available agent with the required skillset and these can constitute queries, technical support requests, order processing requests, etc.
Firms providing call center support offer both inbound and outbound call center services. However, if more than 50% of the calls are inbound, the call center is classified as an inbound call center solution.
Benefits of Having an Inbound Call Center Solution
A reliable customer and vendor support system enhances brand value. It not only significantly improves the conversion rate, it assists in cross-selling and upselling, and the after-sales support ensures customers stay with your brand for longer.
Improved Bottom Line
Customer service is more often that not the deciding factor in ensuring a positive customer experience and retaining current customers—customer experience leaders outperform laggards by 25%. Customers purchase more after a good customer service experience and stop buying or even avoid a business after a bad customer support interaction. More important still, customers share their good and bad experiences, so your customer support has a direct impact on your brand reputation and long-term profitability.
An effective inbound call center solution improves your customer service, enhancing the bottom line by creating more positive customer support experiences.
70% of businesses believe it is cheaper to retain a current customer than to acquire new ones and, depending on the competitiveness of your industry, acquiring a new customer can be 5 times more expensive than retaining a current one. Couple that with a 60-70% probability of selling to an existing customer, your primary focus should be on your current customer base to improve the bottom line.
A mere 5% increase in your retention rate has the potential to increase your profits by 25–95%, the magnitude of gains depending on your business model. Loyal customers buy more from the company and become brand evangelists, spreading positive buzz. Not only are they willing to pay premium prices for assured quality and reliability, the operating costs of serving them is lower, so you must ensure they stay with your brand and do not switch to a competitor.
The best way to retain and grow your customer base is investing in an effective inbound call center solution.
Handling Important Accounts
Your most important accounts need special care since 20% of customers typically account for more than 80% of sales. Providing these accounts special care will have an exponential positive impact on your profitability. You can have an inbound call center solution with dedicated agents for these accounts to provide them enhanced customer support.
Better Customer Insight
An inbound call center solution helps build a better understanding of the common issues faced by customers, their problem points as well as main complaints. This would allow you to tailor your value proposition accordingly. For example, if you get to know through customer feedback that your product gets soggy in humid climates, you can focus on better vacuum-sealing protection. You can also add enhanced features that customers have shown an interest in and proactively determine how customer interactions with the product are changing.
Checklist to Conclusively Determine the Need
Use this simple checklist curated by us to determine whether your business needs an inbound call center solution. Any of these would require specialized call center support to increase sales and productivity.
- Very Time-Sensitive: You will need 24 hour call center support if the inbound communication is very time sensitive—if the query is not resolved as fast as possible, the customer can switch to a competitor’s brand or the business will lose money. For instance, having 24/7/365 support for a payroll software is necessary because if the glitch is not resolved immediately, the checks will not go out in time.
- Small Queries: Live chat support is required for small queries to help redirect customers on the website, resolve small login issues and other problems that have instantaneous fixes.
- Requests for Quotes and Meetings: In case of queries that require research and strategizing, email support is a better alternative. For instance, if a firm needs a quote from you for a strategic partnership, it can wait till you put together a proposal and the best form of initial communication is email support.
Features Needed for Inbound Call Center Solution
The next step is figuring out what features you need in your inbound call center solution and which ones can wait for now and you can opt for once your business has expanded sufficiently.
Characteristics of Customer Service Representative
Some of the most crucial characteristics of a customer service representative are:
Features for Business VoIP Platform
You must analyze your inbound call center solution needs and decide whether you need each of the following features in your business VoIP platform.
Number of Extensions & Queues
Online PBX Controls
Call Flows & Failover
Greetings & On-Hold Options
Wait Time Announcement
Advanced Call Analytics
Partnering with a Call Center Support Provider
Once you have determined that you need an inbound call center solution and the features you need, you must ensure that it is a seamless extension of your brand image. This requires customer service expertise. But do you need an in-house customer care center, with the associated HR admin expenses, overhead costs, benefits, and paid leaves?
A more efficacious option is partnering with a call center support provider since you would be assured of reliable customer support that builds brand value. Each customer service representative will be experienced, highly skilled, and well-trained at not only handling incoming communication but also cross-selling and upselling products and services. Most call center support providers cover 24/7/365, ensuring your business is never out of reach of your stakeholders, especially your customers.
This is also the more scalable option that will allow you to expand operations easily without doubling your overhead costs. It is ideal for businesses that face seasonal fluctuations in sales volume.
Take the time to determine whether you need an inbound call center solution, which features you need, and how to quickly and cost-effectively get one for your business. Our advice is, contact a specialist call center support provider for a custom inbound call center solution that best suits your business’ needs.