Even if you are offering the best customer service to your customers, it is not necessarily true that they remain intact to your service for the rest of their business days. Nobody will. Once a customer is offered better service at a comparatively low price, they will automatically switch their vendor. In order to increase the retention rate, it is important to understand that call centre services revolve around two important agenda:
- To target a specific set of customers and inform them about the updated products and services in the market. And why is it important to invest in your organisation particularly.
- To be available on all the communication channels and answer each and every query on behalf of your organisation.
The former aspect where the telemarketers call up the target customers explaining the advantages of products and services is known as the outbound call centre, whereas the concept of inbound call centres revolves around the agents taking up customer’s calls and answering to the various question and doubts.
Despite the enormous development in the telecommunication channel, customers still prefer to hold on to the personalised touch that they receive through the live agents. Therefore, the concept of the inbound call centre is still considered to be an important part of any organisation. The inbound call centre agents have a heavy duty to handle huge call volumes, increase customer retention, increase productivity and not compromise quality at the same time.
So, this is the correct time for inbound call centres to take over the market and solve customers’ queries to the core. Here are some important benefits of hiring inbound call centres:
With increasing competition in the market, there is an urgent requirement for agents who can immediately assist the customers with the queries and service details. Also, with the drastic increase in the sales and customers comes massive responsibilities over the agents. Thus, it is important for the agents to be skilled enough to handle the customer service.
After creating a wider place in your existing market it is now time to expand the wings to the sectors it has not yet conquered. Inbound call centre agents know the type and variety of people living there. They are well aware and resonate well with the best buyers of that place.
Lesser communication errors
Business entrepreneurs already know that the inbound call centre agents are skilled in their work and they know the simple tricks to increase the sales. Enticing customers with just your words is not that easy. It requires lots of punning and user engaging tactics. Thus the inbound call centre agents gel up well with their customers.
New and modern technologies
With in-house customer services, you are restricted to the technologies and manpower as well. While opting the external inbound call centre services you have a wider scope of getting acknowledged with newer technology, services, and resources. With these services in hand you are now in the upper hands to engage customers, attract them towards the products and services and convince them to invest in whichever services they perceive the maximum interest.
Improved first call resolution
Inbound call centres encourage the technique of first call resolution. First call resolution is a process improvement techniques which ensures that an agent resolves the customer’s queries without making him remind again. As the increasing competition has increased customer services and they now demand the undivided customer service, which is again very difficult to maintain in the in-house customer service.
Handling bulk of calls and queries
At times when your products and services are in great demand and you are receiving a bulk of calls to explain a vivid description of the services. And due to less manpower you are unable to manage all the calls thus impacting the quality of your services and brand reputation as well. But the inbound call centre agents can easily manage these services as they are rigorously trained to deal with situations like these.
Quality assurance is indeed a tough task and especially when you are offering services in bulk. Therefore, it is recommended to go for trained and experienced agents who have the ability to handle multi-clients support simultaneously.