“Look at market fluctuations as your friend rather than your enemy; profit from folly rather than participate in it”
The fate of any business depends on how successful is its adoption with the rapid changes going on in the industry. For example, if your business relied on serving customers only through email and have seen quite an impressive result, it would be wrong to assume that this tactic will work in the present scenario.
Today, when the technology is at its boom and new software are being produced on a consistent basis, it becomes essential for your business to cope up with the trends. Business owners are hence ensuring to avail call center services from the best of service providers in the market.
Call center solutions are of two kinds typically; outbound and inbound. The outbound solutions are focused on reaching out to potential customers and try & convert them into loyal customers. On the other hand, inbound services are meant to provide quick and precise resolutions to the customer’s grievances, issues, and complaints.
Businesses as per their requirements avail these services from the competent BPOs. A lot has been speculated about the significance of inbound services. Since it is all about handling the incoming calls from the customers, a lot of experts and marketers argue why to outsource when you can handle it internally.
Through this blog, I am going to present you a few aspects that would display how inbound service providers help a business to raise its productivity and the profitability accordingly. Let’s begin:
As said, few of the industry experts believe that instead of outsourcing, business owners should try and handle the incoming customer calls on themselves. Well, it sounds better than done actually.
If you are thinking to handle customer’s grievances and issues on your own, let me tell you some insights.
Your customers are obviously important for your business so you would definitely not want to overlook their pain points at any cost. Handling customer support internally pushes your attention towards hiring and training of the agents, diverting your focus from the core tasks of your company.
So, it may happen that your customer support division is running quite perfectly but your business’s core tasks start performing below their usual efficiency, which, in turn, leads your business towards a downfall eventually.
Hiring a renowned inbound call center service provider assures you that your customer’s complaints and problems are being addressed and resolved with complete professionalism. Call centers usually have highly adept agents who know exactly how to offer prompt responses and take care of even the furious customers with patience and perseverance.
So, your mind and team will be now free to focus on the core competencies of your business that inevitably increases the performance of your company.
Superior brand image
It is said that it takes around 10 positive experience to overcome a single negative customer experience. So, why to offer negative experience? With this thought in mind, inbound call centers hire experienced professionals who are specialized in taking customer’s pain points and converting them into the opportunities to offer superior service experience.
Inbound call center agents will be handling your customer with care, empathy, and patience. These experts ensure to provide a stupendous customer experience. So, customers who think that these agents are from your business will build a solid reputation for your company. It is also highly possible that satiated customers will be spreading a positive word-of-mouth for your business.
All of these aspects help your business witnessing an elevated brand image in the market.
High retention rate
Since your inbound service provider will be overmatching your customer’s expectations, the probability of your patrons coming back to your business for repetitive purchase will shoot up tremendously.
A higher retention rate is highly profitable for business as the cost to acquire a new customer is 5 times more than to retain an existing one.
Setting up and handling an internal inbound call center can increase your operational expense impeccably. You would be requiring to pay for hiring and training of the agents. Also, you would be investing in the installation of the telephone system in your premise. In addition, equipping the latest technology and integration tools is costly too.
All this expense can be saved if you avail services from inbound call centers. Saved capital can be utilized for making your core functions more bolstered ultimately raising the profit levels for your company.
Long-term and loyal customers
Inbound agents as said will leave no stone unturned in handling your customer’s grievances, complaints and issues. No doubt, professional and précised approach of the call center agents will make customers more content with your business.
So, there is a highly likable chance that the loyalty of your customers will be strengthened. Along with this, since there are only minor differences between the offerings of the different brands, exceptional service is the only factor that makes customers stay with a brand.
So, when your customers will experience unparalleled service level, the chances of them staying with your brand for a longer time period increases phenomenally.