Inbound Call Center Outsourcing: Things to Consider
By
Jeff Mosler
March 22, 2022
Strengthen your customer relations with inbound call center outsourcing. Read on for things to consider when outsourcing inbound call center outsourcing
From marketing and business development to carrying out administrative tasks, running a business is a lot of work. The last thing you want is an inbound call center that’s not up to speed.
Fortunately, there’s a way to keep your customer relations as strong as your business model: inbound call center outsourcing.
In this article, we’ll break down all you need to know about handing your incoming calls over to a team of trusted professionals. In no time at all, you’ll have an effective and efficient inbound call center service to brag about at your next board meeting.
What is Inbound Call Center Outsourcing?
An inbound call center is one of the first places customers interact with a business. Beyond that crucial first point of contact, call centers help with the following:
Customer service and support
Technological troubleshooting
The online ordering process
Needless to say, a well-trained call center is a valuable asset. Nobody wants to call customer service only to hear “please hold” and forty-five minutes of elevator music.
That said, strengthening your call center can be expensive and time-consuming. What’s more, most businesses can’t handle the flood of incoming calls at all times of the day and night.
By working with an inbound call center service provider, you’re paying a third-party company to handle all of your inbound call center needs. Outsourcing your inbound call center services can help you focus on what matters most: growing your business.
Inbound Call Center Services
Although some inbound call centers provide more specific services than others, most inbound call centers provide the following:
Sales and marketing – The best inbound call centers are able to convert inbound calls into leads, which then can turn into completed inbound sales. Some inbound call centers can even handle appointment setting and scheduling. Agents also make sure that inbound call center tips and best practices are followed. This means you won’t have to worry about accidentally overbooking yourself or having a potential customer go unnoticed.
Customer service – It may seem obvious, but the primary function of inbound call centers—customer service—can’t be overstated. Not only do the best inbound call centers answer calls in a timely manner, but they also provide excellent service around the clock.
While these are the two primary functions of inbound call centers, the best-of-the-best go above and beyond.
Benefits of Outsourcing Your Inbound Call Center
As stated above, there are many perks to outsourcing customer service. Let’s unpack a few of those benefits to see how they can directly impact your business.
1. Helps manage high-volume calls
Even if your business is moderately-sized, chances are it's fielding a high volume of calls. While larger businesses sometimes have the people power to handle each one, most businesses simply can’t devote the time and energy to handling every phone call with the utmost care.
This is where outsourcing your inbound call center really shines.
By outsourcing this task, you’re giving the responsibility of inbound calls to a team that’s highly skilled at managing the often enormous volume of calls, freeing your team up to address other priorities and increase customer retention.
2. Saves money
Although you’ll pay for the third-party’s services, outsourcing your inbound call center can save you money—especially in the long run.
Let’s look at a few reasons why:
You won’t have to train call center employees – Training new employees is a major company expense. This is especially true when it comes to hiring a call center agent. Outsourcing your inbound call center means you don’t have to pay to train customer service representatives. The third-party call center will take care of that for you, leaving you with a larger budget—and a clearer schedule—for other company needs.
You’ll have access to around-the-clock services – If time is money, a 24/7/365 call center service is a goldmine. That’s because businesses rarely stop operating. Regardless of the time, day, or month, growing businesses need to capitalize on opportunities to increase leads and boost conversion rates.
When you work with a service provider that offers inbound call center solutions, you’re ensuring that new and existing customers receive the support they need when they need it. Better customer service often translates into more revenue.
You can allocate resources to other aspects of the business – When you don’t have to worry about training employees and providing 24/7 service, you can funnel resources and people power into other profit-growing areas. For example, instead of having to spend money developing your own call center, you can put that budget line toward an advertisement targeted at building your brand’s visibility.
3. Improves reputation
Regardless of the industry, most businesses know one thing: customer satisfaction matters. Without satisfied customers, your business simply cannot grow.
By turning your inbound call center over to a skilled, efficient, and professional third-party call center, you’re placing your customers first. Chances are, the more often your customers have a positive experience, the more likely they may be to recommend your business to a friend or colleague.
Working with a service provider will also ensure that the KPI call center inbound is tracked and analyzed so you can assess the success of your customer care.
For Inbound Call Expertise, Call Nexa
Outsourcing your inbound call center is a smart move for most businesses. That’s because outsourcing your inbound call center can help your business manage calls, save money, and establish a relationship based on trust and customer satisfaction.
That said, not all third-party call centers are worthy of a call. For the best in call center outsourcing, there’s only Nexa.
Nexa Receptionists Holdings, LLC (“Nexa”) welcomes Pravin Chandrasoma as its first-ever Chief Technology Officer (CTO) for its two brands: Nexa and Alert Communications.
