How to Choose the Best Inbound Call Center For Your Business

Picking the Right Inbound Call Center For Your Business

Choosing the right inbound call center for your business may be intimidating for some business owners, especially for startups and SMEs.

Call center representatives also carry your brand name and business ethics. Thus, if you choose the wrong partner, poor customer management may reflect on your business.

What Can Inbound Call Centers Do for Your Business?

This call center focuses on assisting your customers whenever they need it. These agents are often skilled in technical support, communication, and problem-solving.

They also deal with unfiltered calls. These could be customers who are angry, emotional, confused, or even outright rude to the representative.

Thus, emotional intelligence is often a requirement to handle such unruly behavior of customers while maintaining professionalism and being able to assist. These are the inbound contact center can do for your business:

1. Help customers from various customer service touchpoints

Depending on your requirements, you can get customer reps to handle more than just phone calls. They could interact with customers via email, live chat, social media, etc.

Often, they are trained to handle and convey exemplary customer service in different platforms to maximize the maximum.

2. Communicate thoughtful yet professional personalized solutions

Call center agents provide customer solutions customized to the customer’s needs, attitude toward the brand, and current issues. This means they can handle many customers with different personalities and backgrounds.

This gives an impression to your customers that your business considers all kinds of customers when assisting them.

3. Create an impressionable customer experience

Happy customers due to excellent customer service means more revenue for your business. In addition, your customer service arm dramatically contributes to your ability to ensure exceptional customer retention.

At the same time, convince new customers to remain loyal to your business. By doing so, you are turning them into loyal brand advocates.

4. Tailor each customer experience

No two customers are alike. This means each has unique needs and goals that your reps must achieve to satisfy them. Recognizing such differences and providing solutions to meet the customer’s needs is a great way to build rapport.

5. Efficiently document and respond to tickets

Customers often call your call center to get quick answers. This means your agents must be organized and quick on their feet. Efficient call center technology makes this possible.

These are often composed of tools like help desks, knowledge bases, and ticketing systems.

6. Report recurring customer problems

There would always be patterns of recurring problems why customers call for assistance. Such insights also help in solving business problems that are often the cause of customer issues.

Spotting such recurring problems and reporting those issues to the necessary management will help identify process or product flaws and improve them before they create customer churn.

7. Solve customer’s problems

This type of call center does not only provide short-term and superficial assistance to your customers. Instead, they solve for the customer’s long-term needs. Customers can often recognize such problem-solving strategies and remain loyal to your business.

 

Tips for Choosing the Right Inbound Call Center Solutions

Here are the effective ways to choose the right provider for your business. For starters, there are a lot of providers in the Philippines. Thus, it is at your discretion to choose the right one for you. Here’s how:

Consider the pricing models and contract terms.

Each outsourcing provider has a pricing model that is often dependent on specific features you might require. Prices are unlikely to be found online, but there could be a pricing range for benchmarking.

However, you must still contact a company representative to get the necessary details. You can ask about upfront fees and other things based on your requirements. You can get quotes from at least three different companies to ensure you have options. Don’t be afraid to negotiate as long as it is reasonable.

Read professional reviews.

Before choosing, you can check inbound call center service provider reviews from various sources. You can take note of multiple articles about the company you are considering and what their previous clients are saying.

Understand the services they offer.

Outsourcing providers often categorize their offerings as outbound and inbound. You can choose a provider with a proven track record in inbound, which they frequently provide to clients.

Also, it would be best to consider campaign success features such as English proficiency, script development, and streamlined processes. They will represent your business, so you need to look for quality help and service that provides knowledge to your customers.

Keep an eye on the technology trend.

You must ensure your chosen provider is up-to-date with the latest call center software. This means they utilize AI, predictive analysis, and speech analytics. This way, you will know their processes are in place for streamlined services.

Security is a top priority.

This means you must consider whether the company you are considering complies with international standards such as ISO, GDPR, and HIPAA; this should assure you they will protect your data and information at all costs.

 

 

Choose Magellan Solutions For Your Inbound Call Center Needs

We have 19 years of experience in the BPO industry, during which time we continuously serve businesses, from industry players to SMEs in various sectors.

We specialize in creating custom solutions for the inbound needs of SMEs that are budget-wise and of top-quality services.

Magellan Solutions provides solutions we create from our industry knowledge and expertise to ensure we deliver only the best practices for your business.

We are an ISO 27001-certified, GDPR, and HIPAA-compliant outsourcing provider in the Philippines. We protect our client’s data and information using the best security protocols expected from a premier BPO company.

Contact us today and let our Business Development Managers walk you through our service offerings and pricing.