How to Hire an Inbound Sales Call Center Service

Why inbound sales call centers are growing?

In a recent study by Microsoft, it was revealed that 96% of consumers around the world listed customer service as an essential factor in their decision to stay loyal to a brand.  Customer service is a crucial aspect of running a successful business. Companies that take the needs and requirements of their customers seriously need to be more accessible. With growing customer needs, many businesses are starting to work with outsourced inbound call centers. 

It’s the responsibility of every business owner to create suitable channels of communication that customers can use to register their queries or complaints. Although internet communication has taken over every aspect of business communication, phone channels continue to be the most effective way of providing prompt customer service.

The easiest way for businesses to deliver effective customer service is by setting up an inbound call center to address customer service requirements and grievances. Although call centers have been able to help customer service teams of countless companies around the world, setting up an effective partnership for a business is complicated. Discussed in this article is why your company should learn more about outsourced inbound call centers and how they help grow your business.

What are inbound sales call centers?

Inbound calls are calls that a company’s customer support or inbound sales teams receive. These calls are initiated by customers and typically entail inquiries or complaints about products/services.

Since major companies cannot afford to dedicate the time and effort needed to answer customer calls all throughout the day, these calls are deferred to the company’s inbound sales call centers which handle the customer’s requests.

Although answering inbound calls is the main function of these call centers, inbound sales call centers also sell products and services. Companies publish a phone number on their websites and in directories. Customers can call this number to learn more about the product. The goal of these inbound sales call centers is to not only finalize deals but to also enhance the overall customer experience. They represent the company in the best way possible. There are two types of Inbound Sales Call Centers – in-house and remote call centers.

Having a remote call center is the easier option since the inbound teams are able to provide 24-hour coverage. Having an in-house call center can be both time and labor-intensive. Management needs to set up a separate team of employees dedicated to just answering the calls. Plus, there’s an added responsibility of training these workers on how to receive and address customer queries and complaints. 

Why you need an inbound sales call center

Instead of setting up an in-house team, delegating the inbound sales tasks to remote operators helps companies save a lot of time and effort. Some of the benefits of teaming up with a remote provider of inbound sales call center services include:

24/7 Service 

These remote workers are able to provide customers from different time zones with 24/7 support. Unlike in-house centers that are only able to work for a limited period of time, remote workers can provide their services for every hour of the week. Companies that offer 24/7 support attract more customers.

Technology 

Professional call center employees use the latest call center tools to properly distribute inbound calls. Call systems can vet incoming calls and examine the customer’s request. Then the software allocates the call to the agent who’s most qualified to resolve the issue. These software tools drastically increase a call center’s output while enhancing customer experience.

Cuts Operating Expenses 

For a limited amount of payment on a monthly basis, these call centers help companies improve their customer experience. All calls are recorded and sent to the company officials for quality monitoring. Hence, companies can be sure of the fact that their customers are receiving high-quality phone support at a minimal cost. Improving customer satisfaction is the key to increasing revenues.

Expertise 

Since workers at Inbound Sales Call Centers spend their time answering potential customer queries, helping them understand the company’s offerings, and sell or up-sell products/services, they’re experienced and experts at what they do.

Training

Training inbound sales or customer service teams takes time and resources. Many inbound call center services actually train their employees on your behalf, so you don’t have to worry about training costs. 

What to look for in an inbound call center

• The efficiency of Call Center Operators – All the operators handling your account must be experienced enough to do so. They must be well-versed with your company’s products, services, etc.
• Collaboration – Collaboration is key in any form of remote working. Since customer experience is such a vital aspect of a business, it’s even more important with inbound call centers.
• Accessibility – It is vital for these call centers to be available every day and every hour of the week. That’s the USP of such service providers.
• Performance Tracking – Lastly, companies must only team up with call centers that guarantee to take part in monthly performance evaluations. They must also be open to recording and transferring all calls for consistent performance tracking. 

Services provided by inbound call centers

These call centers manage multiple phone support lines. They register and analyze every single customer interaction. Correspondingly, they also distribute calls to the company’s service team as and when required. In case a problem or a request is basic, the call center employees may themselves handle the issue. That way, businesses don’t have to deal with thousands of phone calls on a day to day basis.  

Although Inbound Call Centers used to simply make sales and customer support calls, companies like CC Capital Group have revolutionized the industry by massively diversifying their services. Some of the services that Inbound Call Centers provide include:

• Inbound sales calls
• Inbound customer service calls
• Scheduling/Rescheduling appointments with clients
• Inbound inquiries from websites
• Follow up and account management
• Email support
• Live chat support
• Acting on behalf of the company as a virtual receptionist
• Make client retention sales

Conclusion

It is important to team up with an inbound call center company that provides a comprehensive package. CC Capital Group, for example, is able to reduce its clients’ expenditure on sales and service operations by 50% every year! To learn more about how CC Capital Group can help your business, click the button below to get in touch with us.