ExpertCallers’ call center services provides your business a smart way to handle your inbound needs. With over 12 years of experience in serving the call center industry world over, we know what it takes to make inbound processes more adept, responsive and customer-centric.
We’re all used to the familiar voice on the other end of the telephone, patiently answering all our questions, listening to our complaints, and resolving our problems. It goes without saying that call centers are the heart and soul of customer service for any business. They are the intermediaries you reach whenever you call a business. On the other hand, when you as a customer, receive a call from a business representative from a particular company, you can be sure to expect that the call is routed through a call center...through professionals like Expert Callers.
For us, every phone call is an opportunity to impress your customer. So, we go all out to ensure they hang up feeling confident and reassured. Be it issues to be resolved, orders to be placed, schedules to be managed, etc. we offer your business the value, trust, and expertise needed to turn your customers into admirers.
We bank on the right kind of agent training, script development, quality assessment, technology upgradation, and accountability to make your inbound process more responsive and customer-centric. In the process, we prepare you to meet today’s needs, as well as tomorrow’s challenges.
Not all call centers are similar. The type of call center typically depends on the nature of the business they serve. There are two distinct types of call centers that exist - inbound and outbound.
In simple words, an inbound call center is one that receives incoming calls. Inbound call center services involve answering calls that they receive from customers rather than actively making any calls to customers. Inbound call center solutions are thus mostly focused on providing customer service in the form of tech support, product assistance, or order placement. They are the go-to team for answering queries related to tech support, billing queries, product issues or other customer problems.
Generally, all calls are routed via an interactive voice response (IVR) before reaching an agent. In fact, research finds out that customers spend almost 30% of their time interacting with an IVR system instead of an agent. On the other hand, an outbound call center is one that mostly makes calls instead of receiving them. Most outbound call center solutions are focused on sales. They already have a list of contacts to get in touch with and record their interactions with the help of a customer relationship management system (CRM).
The major difference between inbound and outbound call centers lies in their purpose. While inbound call centers are focused on answering calls, resolving queries, and providing support, outbound call centers are focused on reaching out to potential customers to meet targets.
While some call centers handle both incoming and outgoing calls, the nature of calls handled is a major factor that differentiates inbound and outbound call centers. Hence while choosing a particular call center infrastructure for your business, it’s important to keep in mind the type of interactions you’re planning to have with your customers.
It’s possible to set up inbound call centers in two types of environments - shared and dedicated. In the case of shared inbound call centers, the inbound call center services are charged on a per-minute basis and the agents are experts at handling diverse types of clients. On the other hand, dedicated inbound call centers are charged on an hourly basis and the agents are focused on a particular client program for each specific hour.
Shared inbound call centers mostly employ experienced call center agents who have greater work experience with an inbound call center agency. These agents would ideally be able to switch over between different clients easily. Moreover, this set up works for organisations who don’t want to pay for a dedicated agent to wait for when calls come. However, if you have a consistent influx of calls which can keep an agent busy for a tleast 70% of the hours, it’ll make sense to go for a dedicated inbound call centre agent.
This segment primarily helps you understand – how relying on a dedicated inbound call center can benefit you and your organization. Here’s a quick overview:
All businesses are customer-centric & hence keeping the customer satisfied is important for them. Satisfied customers indirectly boost your business, help you with marketing, etc. The agents at inbound call centers are well-trained to handle customers, understand their needs, and wants and accordingly suggest ways to boost your business and improve customer satisfaction ratio.
As an entrepreneur, there are moments when you are too overwhelmed to respond to multiple incoming calls. Every call missed is a business opportunity lost and this is where the inbound call center comes to your aid. These centers work hand-in-hand with your organization to handle incoming calls ensuring none goes unanswered and simultaneously resolve customer queries, thereby boosting your sales.
Time is Money.” Brands shouldn't let customers wait tirelessly on phones when they are expecting a quick response. Hiring an inbound call center services provider can equip your customer support wing with live answering service. Instant gratification can greatly decrease the chances of encountering a negative buzz on social media, thus upholding brand reputation.
we take great care while handing your inbound needs. Leveraging a highly experienced team of bilingual representatives who are trained to handle every interaction positively, within the specified guidelines, we communicate what you ask and expect from an award-winning inbound call center outsourcing company with your clients and customers. Here are some of the features of our outsourced inbound call centre services:
No customer likes to wait, and the call back option is designed to take this predicament out of the equation. This option allows the customer to seek for a call back once they reach the front end of the queue and receive assistance at the time of their choice, thereby putting an end to unwanted anger and frustration.
Skills-based routing mechanism that we employ helps us to seamlessly redirect customers to the right queue and ensure that they receive support from the most proficient agent. This increases the chances of complaints being resolved in a single go, which in turn leads to greater customer satisfaction.
Our inbound call centers provide customer support before, during, and after the purchase. Inbound call services from Expert Callers include handling complaints, dealing with defective products, and resolving issues of customers. Our inbound customer support also plays a great role in customer retention.
Of late, we have been receiving an increasing number of requests for inbound sales outsourcing services since it has the power to increase the discoverability of businesses amidst potential customers. Inbound sales is a part of “referred-to” services where our callers direct customers enquiring about a specific product to your brand, thus prompting them to make a purchase.
Unlike other inbound call center outsourcing companies in the industry, we believe in delivering consistent experience to the customer. To ensure this, we have implemented a repeat caller identification and last-agent routing mechanism that helps us to redirect the caller to the agent who previously interacted or resolved the customer issue. In case that particular agent is not available, the call will be routed to the next available agent.
This is one of the most common and important services undertaken here at Expert Callers. Our callers partner to tackle a wide range of troubleshooting services including computer and IT-related problems, pre and post-sale technical support, warranty support, network support, and maintenance issues. Over the years, our proactive team of help desk experts have helped numerous brands garner a loyal customer following.
An increasing number of businesses are beginning to understand the importance of inbound telemarketing services in the area of customer service. Our call center services have been instrumental in bringing success to businesses, saving time and cost, providing market research insight, and increasing brand loyalty. If you’re looking for the ideal inbound call center outsourcing for your business, speak to us today.
We use a customized multi-channel contact center technology platform to effectively engage with customers across all platforms — including email, online chat, voice and social media. This helps in maintaining branding consistency.
All our operations are PCI DSS certified which enables us to handle customer payment information, thereby greatly simplifying the process of adding new services or purchasing new products by the callers.
With our years of experience in offering inbound call center outsourcing services and handling various types of clients, we can ensure that your essential activities are covered. Some of the services which we specialise in include:
This is one of the primary goals for most organisations and one of the most important functions of call centers. We offer end-to-end customer service solutions including customer assistance, customer acquisition, customer relationship management, customer grievance handling, and loyalty management.
One of the most traditional inbound call center services is answering calls from customers professionally, taking down the message, and relaying it to the client. This ensures there is no missing of important information and is ideal for organisations who don’t have an inhouse receptionist. It can also help you to attend calls outside of your work hours.
Your customers can place orders at their convenient time and not necessarily within your working hours. Losing these opportunities would mean a loss in revenue. Our live 24*7 order taking service can ensure that all orders are accurately stored in your CRM so that they can be processed accordingly. We also follow your complete brand guidelines to ensure a seamless customer experience.
Most customers look for an immediate resolution to their problems. The effectiveness of the resolution and the speed of responsiveness can affect the impression of the customer about your brand. We help your company with the right intervention to troubleshoot any technical issues that your customers may be facing. We deal with a wide range of issues from basic to advanced.
ExpertCallers has extensive experience in providing proficient call centre services to a wide variety to industries including:
We let you pick one or multiple delivery centers according to your preference and requirement.
An answering threshold of less than 20 seconds with an abandonment rate of less than 5%. Our services helped Alberta Insurance Council meet this requirement with 95% success rate. Read case study
Our inbound call center outsourcing solutions helped Sahai Life, a UK-based safety promotion company, provide efficient and cost-effective contact center support to its customers 24x7. Read case study
We helped an internationally acclaimed talent scouting company leverage our outsourced multi-lingual inbound call center services to increase new find talent count from 34% to 90%. Read case study
Whatever your industry, our Inbound call centers helps your business run smoother and more efficiently. We increase business, nurture leads, retain customers, and increase brand loyalty. Our skilled agents represent your brand in the most positive light during each call 24 hours each day, 7 days a week. We’re able to expertly handle even the most seemingly complex inbound calling requests with finesse. Nothing helps your business more than positive word-of-mouth advertising from delighted customers who are impressed with your excellent support and service. We guarantee you the following:
ExpertCallers as an agency comes with 12 years of experience providing inbound call center services to its clients and customers via trained experts who have requisite skills and expertise. Rigorous and continuous training ensures that our staff stays at par in communication knowledge or industry knowledge & provides immediate attention to the customers’ queries.