Inbound Call Center Services for your Business

What are Inbound and Outbound Calls?

Customer connection is imperative in running a successful business.

While such tasks can be performed in many ways, it is important to understand the most basic of it. Such as what is a call center, and its different type and purpose.

Here we will discuss everything we inbound and outbound calls. We will go through the importance of having a good call center services partner and where to outsource these services.

Call Center as a Service

Call center services are the need of the hour in the contemporary times.

Entrepreneurs are well-aware of its advantages as they can see likeable results from statistics and other businesses' feedback. That is why they are scouring the internet and their contact catalogs to find the perfect Business Process Outsourcing partner.

With call centers, you can either outsource it or get an in-house contact center. Both have its pros and cons, but outsourcing is highly sought as it is an affordable business alternative for many industries.

Call center is a business that supports an organization by accepting adequate calls from their customers. We are involved in activities for only a certain degree in a company’s procedure. It depends on the type of services our clients will avail and the industry they are in.

The type of services we offer are categorized into two:

• Inbound Calling Service
• Outbound Calling Services

We will discuss with you the definition, purpose and type of the two, later. But first, let us talk about the term outsourcing.

Call Center Services Outsourcing

Most of our clients agree that outsourcing their call center services is a worth-it strategy.

Outsourcing means getting an outside firm to handle admin works. Big companies usually outsource their logistics, customer support and marketing. And small to medium businesses prefer to get a third party company that can help them process payroll, and product distribution.

By outsourcing your call center services, you are getting your own fully functioning calling team. It is the exact reason we are an in-demand service as we provide solutions to company’s problems. Even more so, call center outsourcing is a package of many advantages, here are some of the benefits associated with it.

Outsource Call Center Services Advantages

Outsourcing call center services is the best solution for small and large businesses to increase business growth. Here are some of the advantages of getting a call center partner:

1. Saves Money

Outsourcing to customer support call centers is an affordable strategy to increase work efficiency and business revenue.

For example, inbound contact centers' most well-known function is customer service. But hiring an internal team will compel you to pay labor, infrastructure, company resources and utilities. Unlike outsourcing a call center firm which saves you the hassle of training personnel and purchasing additional equipment.

Outsourcing customer support makes use of economics to help companies save money. Developing countries, like the Philippines, have a different wage pattern compared to its western counterpart.

Subcontracting work releases capital for investments. By getting our services, you are allowing your business to circumvent cost. It also makes your firm look attractive to investors since you are able to effectively make use of your capital and revenue.

2. Converts Call Center Data into Actionable Insights

By outsourcing your call center operations you are not only saving cost, but also capturing data more efficiently.

As a business process outsourcing firm, we know the importance of data. Our whole business structure depends on how we utilize and cultivate data. Outsourcing our services will allow you to get actionable insights from us. These are key aspects in improving your product and services, as a whole.

Moreover, by analyzing data you will be able to predict buying behaviors of you clients. An information you can utilize to convert more sales or subscriptions.

3. Provides Specialized Industry Knowledge

Outsourcing provides you access to the talents of other countries.

Call center outsourcing providers have in-depth knowledge of providing various services to industries. Key people working for these outsourcing vendors will be able to provide insights to your business. Their years of experience will be valuable to your success.

Outsourcing to a specialized firm like Magellan Solutions, you are opening yourself to get the best the Philippines got to offer. Our company only hires the best of talent for the specific service you will need.

This is in line with its cost-saving benefit as you do not need to spend time in finding the perfect employees, as your BPO partner can do it for you.

Outsourced Contact Center in the Philippines

The Philippines is the top call center destination in the world. It is because of many things such as cost and location. But the real asset of the country is none other than its people.

Put a Filipino in any industry, and they will excel. Most companies seek the service of Filipinos because of their dedication and education.

Here is more reason why you need a Filipino to help you with your call center needs:

1. Cultural flexibility

We are open-minded individuals, and we have no problem communicating with people. May it be foreigners, tourists or Filipinos as well, we can adjust with ease.

History shaped our cordial and welcoming characteristics since our country is once a colony of westerners.

These are super beneficial for foreign businesses. If you want someone that can talk to any race, Filipinos are your best choice!

2. Language skills

We are great English speakers. Plus, we speak a neutral tone, which is a must in accommodating any race and descent.

Aside from these, the Philippines is also home to plenty of multilingual professionals. You can request any language that you would like, and we will have it for you!

3. Agreeable personality

We are a natural in building relationships. This characteristic roots from Filipinos' love for their families. And since they have to work with one another, they develop an agreeable personality.

These will work like magic once you get yourself a Filipino agent. We can help you convince your customer to buy or make better decisions. We can also help build a good relationship with your business and clients.

Call Center Outsourcing Company Credentials

Certifications and compliance matter. It’s a sign that a company works under strict principles and procedures.

We pride ourselves as an ISO 27001:2013 and HIPAA certified company.

An ISO or International Organization for Standardization certification means we passed a set of international guidelines.

It is pivotal certification because it makes business with others easier. If everybody is working on the same standard and following identical rules, everything is better and quicker. As of writing, there are over 1 million companies that are ISO certified.

HIPAA certified means that we have successfully undergone a course of training about the terms of the Health Insurance Portability and Accountability Act. And also the knowledge needed to apply these to our organization and clients.

Business Call Center Services

There are two types of call center, each has their own different function and purposes.

A. Inbound Call Center Services

It is the most basic type of call center. The objective of this is to respond to customer inquiries regarding universal topics, such as service questions, inbound sales and order fulfillment, technical troubleshooting, and general help desk queries.

B. Outbound Call Center Services

Outbound call center provides outgoing sales and marketing efforts to facilitate a company’s growth strategy. Examples of these are telemarketing, sales cold calls, customer follow-ups, and surveys.

Below is an in-depth discussion about these two.

Inbound Call Center Companies Definition, Purpose and Type

Inbound Calling Definition

We define inbound calling as a reactive type of support, from your clients to your company.

In other words, if a potential prospect or customer initiates contact with your business that is what we call inbound calling. They call and we answer.

There are a lot of ways to handle inbound calling. Some companies prefer that their help desk or receptionist takes in the calls. But most of them want a call center to take care of inbound calls because of our expertise and technologies.

The impact of having a good inbound calling strategy should definitely not be underestimated. Customer acquisition and retention depends on a business's capabilities to take in calls.

Purpose of Inbound Calling

In an inbound call center setting, customers are most likely to call for queries, doubts, complaints, or suggestions. That is why it plays a large part in building trust onto the business as it gives value to the role of buyers in the organization.

In this modern era, buyers and consumers are more empowered because of the vast amount of information they can outsource. They are more well-informed with their decisions. Our purpose as an inbound call center service provider is to be a reliable value-adding agent to their purchase.

On the business side of things, inbound call centers make use of different data gathering techniques for company growth. By recognizing and studying your customer patterns, we can both forecast customer behavior and help your company create strategies for expansion.

Types of Inbound Calls

There are three types of Inbound calling and they are the following:

1. Customer Service

When a customer calls in with a question or concern in mind, that call falls into the customer service category.

Customers are the heart of your company’s success and they should be the priority in your business. That is why we specialized in increasing the value of your customers through stellar customer service.

A good customer service can help your company stand out from other competitors as it bolsters your brand. Loyal customers who provide positive endorsement and online reviews can help businesses strengthen the company’s brand. A loyal customer, on average, is ten times more valuable that their first purchase. And people usually consider buying products that their family and friends endorsed.

2. Technical Support

Technical support refers to the assistance we provide for those in need of fixing on items that are not functioning well.

Customers tend to call for immediate resolution to such problems. Most of the time, customers who calls in for technical support feels disgruntled and frustrated. That is why it is best to have a specialized firm to handle these types of calls.

With the right team, concerns can be answered and tempers cooled down. Restoring brand loyalty and encouraging repeat sales.

3. Inbound Sales

Most of the time, customers will call in to look for more information about the services and products our clients offer.

When this happens, our trained agents will pitch in products that they think is applicable for the needs of the client. We refer to this as an “inbound sales” call.

By capitalizing on the opportunity, businesses can put their best foot forward for more sales and growth.

Outbound Customer Support Call Centers Definition, Purpose and Type

Outbound Calling Definition

In contrast to inbound calling, outbound calling is a proactive type of support.

Outbound calling means initiating a call to a potential prospect or customer to let them know about a new service or to collect data.

Outbound calling is a powerful strategy that businesses use to generate sales. It is directly perpendicular to inbound calling wherein the purpose is to build customer trust.

Purpose of Outbound Calling

The purpose of an outbound call center service is to call the customer for sales, payments, updates, offers, or renewals on products and services.

Like inbound calling, outbound calling is a useful strategy to build a good relationship with your customers. Customer’s perception towards outbound calls depends on the agents conducting the call, that is why it is important that employees are properly trained for the job.

Moreover, outbound calling is a viable tool to increase sales. By reaching out to customers, you also increase your product awareness. It plays a huge part in generating profit, especially for small to medium companies.

Types of Inbound Calls

1. Cold Calls

Cold Calling is making contact with the potential customers, calling them over phone to convert a sale.

The recipient of the call may have briefly interacted with the company. A sales representative that will conduct a cold call will establish initial contact with the lead. The agent will introduce the business, follow up on prior interaction or pitch the products or services to the potential customer.

Cold calling is a very effective tool for attracting customers, the main thing is to have a skilled operator who can intrigue prospective clients.

2. Warm Calls

Warm calling is reaching out to customers who show interest in the product or services you are selling.

Like cold calling, warm calling is an effective outbound sale strategy. But the effectiveness of it depends on how warm the lead is. We warm up these leads through a variety of methods such as sending e-mail sequences.

Warm calls are desirable, effective and efficient because prospective clients are more familiar with the company they are engaging in. They will likely have more interest in the services offered.

US Call Center Outsourcing in the Philippines

We can help you with your business needs. We are Magellan Solutions, a global leader in delivering a stellar customer experience.

We are the leading inbound and outbound call center and BPO solutions provider in the Philippines. With more than 14 years of experience in the industry, you can guarantee a high-quality service from us.