Call centers: keeping in touch with customers, from assistance to telemarketing

Inbound and outbound call centers: how to improve customer services

Inbound and outbound call centers are essential services for companies. Indeed, every company needs to provide customer support to ensure the smooth-running of their business. 

But why do some call centers work, while others become disastrous?

The differences between call centers are varied and depend on the way the service is managed and the professionalism of the operators. But not only that, there are many other aspects to consider, which we will detail in this article. 

Those unfamiliar with the world of call centers have a number of questions. The first of which could be understanding the difference between outbound and inbound call centers

The answer is simpler than you think: the difference depends on who is calling. 

Let’s delve into the details of what this means. 

Inbound and outbound call centers: the difference between two fundamental services

Call centers: keeping in touch with customers, from assistance to telemarketing

Call centers are used to communicate with and assist customers or to acquire new ones. Here lies the key difference between inbound and outbound call centers. We will examine the intricacies of this below. 

The inbound call center provides assistance to consumers trying to find solutions to a particular problem. Operators must support the customer by offering customer service. Essentially, they answer customer questions and try to solve issues. 

We can summarize the primary functions of the inbound call center as: 

  • Answering calls from customers; 
  • Providing information on the products and services offered;
  • Handling complaints;
  • Explaining the procedures for solving a problem;
  • Redirecting unsolved tickets to another service level.

The outbound call center promotes the company through targeted actions and strategic marketing. In this case, it is the operator who makes the call to propose surveys, offers or to guide customers in their choices. The operator’s job is to test the ground for sales and intercept new customers. 

What outbound call centers can do: 

  • Market research;
  • Lead generation;
  • Teleselling; 
  • Collecting feedback and opinions on the product or service.

In both cases, it is necessary to guarantee a simple, comprehensive and conclusive experience. A satisfied customer will certainly be a customer who will return to buy.

What the inbound call center does and how to improve it

Taking care of customers is the secret to an inbound call center that guarantees results. 

In fact, customer service is essential to establishing unique and lasting relationships over time and ensuring that customer satisfaction jumps to a percentage close to 100%. 

Today, the term call center is used less frequently, to make room for contact centers. These are modern and evolved versions of the call center. 

The functions of the contact center include the classic management of incoming calls, together with assistance across multiple communication channels, such as email, chat, messages and social networks.

Multi-channel communication has become a critical element in the society in which we live. Customers are accustomed to using different tools to communicate: younger people prefer social media, while traditionalists often opt for emails and those who cannot do without voice contact with the operator continue to favor the telephone. 

Being present on all channels means putting customers’ needs at the center and interacting by way of a personalized service

Here are some tips to improving inbound call centers: 

 

  • Aim for customer loyalty: prove that you deserve the trust of customers in every interaction; 
  • Build a relationship that lasts over time: you must always be present and communicate with the different company channels; 
  • Know the needs of customers: each person has unique characteristics and needs, where your customer service must be designed to satisfy every single need; 
  • Personalize your service: interactions must be tailored based on the interests and preferences derived from the knowledge you have of the customer; the result is messages and proposals that are more relevant to the customer, which add value to the relationship and strengthen the bond with the brand.

 

 

 

To achieve the desired objectives, technological investments and an increase in dedicated personnel are required, where these must be prepared and trained. These aspects discourage the development of a working contact center. 

The solution, which has proven successful for many companies, is to turn to external organizations for customer service management, so benefiting from the many economic and management advantages.

Outsourcing is the winning choice for your inbound call center

Contact with customers is the most important touchpoint that affects the quality of the customer experience, or rather the overall experience that the consumer has while interacting with the brand.

If the customer has a good experience, he or she will be satisfied and likely remain loyal. For the company, it means greater credibility, the acquisition of new customers and the maintenance of existing ones.

By outsourcing your inbound call center, you can focus on your core business activities and outsource customer service. 

With We Are Fiber, you can be sure of having qualified personnel without the burden of training new employees and making investments in new technologies. 

Our company specializes in inbound and outbound call center activities. For over 10 years, we have been providing our customers with a wide range of services to respond in outsourcing to all marketing, communication and assistance needs: from customer satisfaction to telemarketing, from market surveys to chat assistance.

Are you ready to consider outsourcing your business? Our consultants are at your disposal to analyze your needs and propose the best solution. 

You can also test our services with the “Try and Buy” formula: try our service for 3 months before choosing us as your partner.

 Contact us now.

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