How to Choose the Best Inbound Call Center Services For Your Business

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Picking the right Inbound Call Center Services For Your Business

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

This is because call center representatives carry your brand name and business ethics as well. Thus poor customer management may reflect on your business if you chose the wrong partner. 

 

What an Inbound Call Center Can Do for your Business

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

They also deal with calls that are unfiltered. Meaning these could be customers that 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 be able to provide assistance. These are the inbound contact center can do for your business:

1. Help customer from various customer service touchpoints

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

Often, they are trained to handle and convey the right customer service in different platforms to ensure its max out to the fullest.

2. Communicate thoughtful yet professional personalized solutions

Call center agents provide customer solutions that are customized to the customer’s needs, attitude towards the brand and issue at the moment. This means they are able to handle a wide range of customers with different personalities and backgrounds.

This gives an impression to your customer that your business considers all kinds of customers when providing assistance.

3. Create impressionable customer experience

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

At the same time, convince new customers to remain loyal with your business. Turning them into loyal advocates of your brand.

4. Tailor each customer experience

No customers are alike. This means each has their own unique needs and goals that your reps must achieve to satisfy them. The ability to recognize such differences and provide solutions to align with 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 their answers, quick and fast. This means your agents must be organized and quick on their feet. This is possible through the help of efficient call center technology.

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

6. Report recurring customer problems

There would always be patterns on 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. This will help in improving on 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 in Choosing the Right Inbound Call Center Solutions

Here are the effective ways on how 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 in choosing the right one for you. Here’s how:

Consider the pricing models and contract terms

Each outsourcing provider has their own pricing model which is often dependent on specific features you might require. It is unlikely to find prices online but there could be a pricing range for benchmarking.

However, you will still need to contact a company representative to get the necessary details. Here, you can ask about upfront fees and others 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

You can check inbound call center services provider’s reviews from various sources before making a choice. You can take note of various 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 and which they often provide to clients. 

Also, you have 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, service that provides knowledge to your customers. 

Keep an eye on the technology trend

You have to make sure that 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 that their processes are in place for streamlined services. 

Security is a top most priority

This means you have to consider whether the company you are considering is compliant with international standards such as ISO, GDPR, and HIPAA among others. This should give you an assurance that they will protect your data and information at all costs. 

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Choose Magellan Solutions For Your Inbound Call Center Needs

We have 18 years in the BPO industry wherein we continuously serve businesses from industry players to SMEs in various industries. 

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 that we create from our industry knowledge and expertise to ensure we only deliver 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 with 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. Fill up the form below!

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