Partnering with an outsourced agency to provide you with inbound call center solutions has a wide range of benefits. Let’s take a deep dive into inbound call center outsourcing services and the benefits of partnering with a nearshore center.
What Is Inbound Call Center Outsourcing?
Inbound call center outsourcing agencies are a type of call center that answers calls from customers as they come in. Agents working at inbound centers perform a wide range of tasks, such as answering questions about products and services, handling customer complaints, processing orders and payments, following up on customer inquiries, and upselling and cross-selling products and services.
Different Types of Inbound Call Center Solutions
Contact centers that take incoming calls from customers offer a wide range of services that result in a superior customer experience and increase brand satisfaction. Let’s explore the different types:
Customer Support Outsourcing
Customer support outsourcing includes agents responding to incoming calls from customers and prospects. The number of calls agents can answer varies depending on the center’s size, call volume, industry, and complexity of the issues that need a resolution. To ensure customer satisfaction, inbound call center agents are equipped with a wide range of skills, such as active listening, attention to detail, and English, Spanish, or bilingual support. They also know best practices for navigating customer calls effectively, from how to answer a call properly and techniques for placing a customer on hold to ending the interaction positively.
Direct Response Call Center Campaigns
Direct response call center campaigns involve selling your products and services. Direct response call centers aim to boost campaign efforts by representing your company’s brand, voice, and vision positively to encourage prospects to take a specific action that leads to making a sale.
Direct response inbound call center services include:
- Lead qualification and capture solutions
- Event registration
- Fundraising and donations
- Membership renewal
- Appointment setting and reservations
- Call overflow management
Outsourcing Customer Service for E-Commerce
Outsourcing customer service solutions for e-commerce and retail businesses expand customer support options to accommodate today’s buyer. The days when customers purchased products and services over the phone are long gone—e-commerce call center solutions aim to reach today’s online buyer by offering a wide range of live chat support solutions, including:
- Virtual reception
- Order taking
- Logistics management
- Product and service Inquiries
- Technical support
Having a responsive e-commerce customer service team on reserve can help turn small hiccups into positive brand reviews.
Inbound Call Center Solutions for the US Hispanic Market
Studies show that 67 million American-based consumers speak a second language at home, and only 63 million are bilingual with English language skills. Although the US is an English-speaking country, there are a significant number of non-English speaking customers in need of support. Outsourcing your customer service needs to an inbound call center that employs multilingual customer service reps creates an environment of trust and easy communication between your business and customers, both domestic and international.
Inbound call center solutions for the US hispanic market often result in:
- Higher close rates and average order values for direct response and digital marketers
- Greater donor performance for non-profit fundraising organizations
- Higher customer satisfaction scores and “save the sale” rates
Inbound Call Center Outsourcing for Nonprofits
Inbound call center outsourcing solutions for nonprofit organizations provide potential donors with a satisfying customer experience. They call in a way that builds trust, resulting in an increase in recurring donations and additional one-time donations.
ListenTrust offers all the inbound call center solutions you would expect from a first-class center—but then, we go above and beyond.
Explaining Nearshore Inbound Call Center Solutions
Nearshore call centers are located in a different country than their target customers but in a nearby region with a similar time zone. For example, for US-based companies, nearshore call centers may be located in Canada, Puerto Rico, or Mexico.
The Benefits of Outsourcing Customer Service Needs With a Nearshore Contact Center
Working with a nearshore call center to provide you with inbound call center solutions has a wide range of benefits. Nearshore call centers are in close proximity to the border, so many agents have family in the U.S. or lived there at some point in their lives, which allows agents to relate to your customers, products, and services. Nearshore call centers also operate in similar time zones so you can avoid adjusting your schedule to accommodate them.
Outsourcing your customer service needs by partnering with a nearshore contact center is also more cost-effective than hiring internal staff to provide you with inbound call center solutions. Setting up an in-house call center requires a great deal of technology, equipment, space, and trained staff to handle sales and customer support. You also need to consider salaries and benefits and hiring costs, which greatly exceed the call center costs of outsourcing your customer service needs with a nearshore center.
Providing Superior Inbound Call Center Solutions
At ListenTrust, our core values encourage our agents to strive for improvement in everything they do. They challenge themselves by daring to dream big and aim to exceed expectations by never accepting mediocrity. ListenTrust’s professional agents also always have each other’s backs by honoring their words with actions, keeping a positive attitude, and speaking honestly. Lastly, we’re proud to say that our agents always do what’s right. Contact us today to learn more about our inbound call center solutions.