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Outsource Inbound Call Center Services

 inbound call center services

Make your customers feel valued and you win them over for life. Our inbound call center services give them the special feel to become your admirers for life

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.

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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.

inbound call center outsourcing
Video on revenue cycle management solutions

Difference between an Inbound and Outbound Call Center

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).

inbound call services

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.

Shared and Dedicated Inbound Call Center

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.

Inbound Call Centers – How Can They Benefit You?

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:

Superior Customer Service

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.

Managing High Call Volume Becomes Easier

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.

Minimal Waiting Time

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.

Our Complete Range of Inbound Call Center Services

In the age of customer service driven businesses, operating without an omnichannel inbound call center is unimaginable. Since maintaining inhouse call centers can be a burden on your budget, outsourcing the work to professional inbound call center solutions can be an ideal choice for you. Not only will it help take the responsibility of all call center functions and customer experience but also help in reducing costs.

We offer the full range of services that help you to increase sales, retain customers and create loyalty. Companies can outsource following inbound call center services to us:

  • Order entry services
  • Subscription services
  • Scheduling sales demos services
  • Directory inquiry services
  • Charge back handling services
  • Ticketing sales subscription services
  • Real time inventory status services
  • Job dispatch services
  • Event scheduling services
  • Warranty registration services

Our portfolio also includes the following inbound call services

  • Customer Service :reshaping the brand’s image in the customers’ eyes
  • Social Media Management : Offering 24*7 social media support to answer customer queries in real-time
  • Answering Services : A proper message relay between the customers to clients ensuring no important message or lead gets missed
  • Inquiry Handling : Assisting you with basic to complex questions seamlessly
  • Chat/Email/Phone Support : Live chat Support /email Support /phone support to give customers/clients a superior experience

Inbound Call Center Outsourcing Services: Features that Give Us an Edge

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:

inbound call center india

Call Back Option

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.

Other prominent features that differentiates us from other inbound call center outsourcing companies:

  • Full statistical daily and real-time reporting for our inbound call center program
  • Multiple language support with our multi-lingual call centers
  • Private Secure Networking, VPN, Firewall, HA Compliant processes
  • 24/7 Availability, Dedicated and Shared Representatives
  • Toll Free Acquisition / Vanity Number / Voicemail and Transcriptions
  • Patch, Hot Transfer, Conference with our inbound call centers
  • CAdvanced Routing and Data Capture Capabilities
  • Best of the class ACD and IVR inbound Call Center Systems

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:

Customer Service

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.

Answering Service

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.

Order Taking Service

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.

Helpdesk or Tech Support

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.

Industries We Serve

ExpertCallers has extensive experience in providing proficient call centre services to a wide variety to industries including:

Our Call Centers are Spread Across Five Countries

We let you pick one or multiple delivery centers according to your preference and requirement.

ExpertCallers global delivery centers (India, Philippines, Bolivia, Colombia & Argentina)

Inbound Call Center Infrastructure at ExpertCallers

Cisco ICM software

This software enables us to interact with our customers via the Internet or Public Switched Telephone Network (PSTN) using an enterprise of desktop applications, Web and e-mail servers, interactive voice response (IVR) systems, automatic call distributors (ACDs) and more.

Cisco ICM product set

This product set is of immense help when it comes to meeting the ever-changing needs of customer expectations and preferences. The usage of this product set helps us to maximize customer service as well as product sales opportunities by eliminating the need to install separate management process and infrastructure for every new channel or media type.

Cisco IPCC

We use Cisco IPCC to provide a location and media independent contact center infrastructure, which supports email, chat, voice, web and other electronic channels.

We are Different; Here's Why

Ways in Which Companies Have Benefitted by Outsourcing Inbound Call Center Solutions to ExpertCallers

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

interactions in a day
Trained agents
First Call Resolution Rate

Why Outsource Inbound Call Center Services to ExpertCallers?

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:

  • 85% Customer Satisfaction score
  • 80+% First Call Resolution
  • 5% or less call abandonment rate
  • High and consistent contact quality
  • Robust security for fool-proof operations
  • Competitive pricing for best value for money
  • Multi-lingual support
  • Option to interview the candidates
  • Dedicated PRI Lines to make and receive calls
  • Industry leading avg speed to answer (80% in 60 secs)
  • Experienced team. Every individual goes through an internal training to understand the importance of each project and deliverables
  • CRM to log every call with the right disposition. 100% recordings for the project which can be shared when needed
  • 24/7 support from delivery centers in India, Philippines, Bolivia, Columbia and Argentina

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.

Frequently Asked Questions

What is the meaning of inbound call center?

An inbound call center is a call center that manages and receives incoming calls from customers. These call centers usually offer sales support, service support, billing support, and handle general queries from an existing or prospective customer over the phone. A firm can either get this job done by its in-house call center agents or outsource the task to customer care service providers who have expertise in the domain. Inbound call centers support is also provided through email or live chat.

What is the difference between inbound and outbound in BPO?

The primary differentiating factor between inbound and outbound in BPO is the nature of calls they handle. Inbound call centers answer calls, resolve queries and offer support to customers, whereas, outbound call centers are focused on calling customers for sales, updates, payments, offers or renewals of products and services.

Speaking of their differences in technology requirements, an inbound call center requires technologies, such as call monitoring, call controls and ticketing integration. On the other hand, outbound call centers need dialers, outbound IVR, and CRM integration.

Finally, the level of challenge is different in inbound and outbound call centers although both of them have a significant effect on the business. While outbound call centers aim at getting higher conversion ratios, inbound centers focus on delivering faster resolution to customer problems and better customer satisfaction.

What are the services provided by an inbound call center?

An inbound call center offers the following services to improve customer relationships and enhance sales leads.

  • Customer Care: Handling general inquiries & consumer response, IVR services, order taking, reservation booking, phone answering, inbound web chat, online
  • Sales: Product information request services, cross and up selling, customer service, scheduling sales demos, technical support, product recall management, inbound sales, claims processing, etc.
  • Revenue management: Insurance claims processing, payment collection, rebate processing, job dispatch, order entry, etc.
How is ExpertCallers different from others who provide the same service?

Although there are many call centers in the market that offer the same service as ExpertCallers, one major factor that differentiates ExpertCallers from the rest is our invaluable team of multilingual representatives who are well-experienced and trained to handle customer interactions effectively. The team at ExpertCallers deliver the best possible calling resolutions during customer support interactions. Our call-handling representatives put in their best efforts to achieve high customer satisfaction levels and use their skill sets to maintain a positive balance between average handle time and first call resolution.

What is inbound calls per Agent per hour?

Inbound calls per Agent per hour implies the number of inbound calls that an agent or a customer service representative handles in an hour. The term is popularly used in the call center services industry as a metric to determine the productivity of contact center agents in addition to many other key performance indicators. The data also helps call center managers calculate the number of executives they need on average to manage a process efficiently to ensure every incoming call is answered.

Talk to us

Contact us today and discover the advantage to outsourcing inbound call centre services to ExpertCallers.
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