Why Your Business Needs 24/7 Inbound Call Center Services?

Customer care services are not a luxury; they are a necessity in today’s highly competitive market. Given the modern, instant environment where customers are often ‘always on’, 71% of them expect brands to reply within 15 minutes. This means that failing to meet this demand attracts high customer turnover, as 98% of customer’s attempt to jump over IVR systems to speak to an agent. Overcoming this challenge is possible by adopting a 24/7 inbound call center which comes with the following advantages;

A call center is another advantage because it offers the customer a chance to get through to the company at all times in the day and night. This is particularly important for businesses that are located across different time zones or firms that offer essential services. Data reveals that 24/7 call centers have an overall stacking factor of 98% while that of normal call centers is only 30%. Customer support is yet another thing that is vital to customers, especially if they receive immediate assistance. 58% of customers indicated that the quality of the customer service their preferred brand offers influences their decision. A call center available during the night or any time of the day can help meet customer expectations in terms of quick response which in turn improves satisfaction.

Investment is needed though to maintain a 24/7 call center but the revenues can be very high. Thus, 46% of buyers tend to make impulsive buying decisions owing to positive call center experiences, while 84% of the firms that reported spending on customer experience reported an increase in sales. A 24/7 inbound call center also opens your business to customer satisfaction across different time zones, thus expanding its market. This is particularly useful for businesses that have to deal with customers from different parts of the world such as the e-commerce, medical industries, among others.

In today’s environment, having a 24/7 inbound call center means that your business is ready and willing to meet customer needs and demands, which will ultimately lead to higher satisfaction, customer loyalty and in the end – consequent revenue growth.

Meeting Customer Expectations in the Digital World

The new trend of the consumers requires the company to provide quick, convenient and individualized attention through various touch points – the omnichannel customer experience. Customers wish to send their complaints to businesses through phone, e-mail, chat, social media among others, and expect the problems to be solved efficiently with the customers not having to exert much effort. This is in contrast to earlier practices of customer service where it was mostly incorporated within organizational working hours, and usually via physical contact.

It turns out that at the moment, there are more options available for customers unlike in the past. They also can easily cross between stores and compare the prices, read reviews and defect to the other store without even lifting a finger. What this implies is that fulfilling customers’ needs begins with extended services to ensure that a company creates a loyal customer base. This particularly applies to the business entities that provide customer service, as it would be possible to build up competitive advantage and tight-knit customer base.

Receiving extraordinary customer service is one of the biggest motivators that can make a consumer remain loyal to a particular brand. By delivering personalized, efficient, and empathetic customer service, there is a high chance that the customer will remain loyal to the company and also encourage his/her friends to buy from that company. This can lead to increased customer retention, pleasant recommendations to other clients, and therefore a more enhanced brand image.

It is evident that companies that invest effort in enhancing customer service can experience great returns. A research conducted by Bain & Company revealed that organizations that promote effective customer relations generate revenues 4-8% higher than their counterparts. Further, the Gartner survey showed that 89% of enterprises reportedly plan to operate in the concept of customer experience by 2023.

There has been a significant shift in the expectations set by customers due to the rise of the digital age, which want fast, individualized and a seamless cross-channel service. Any enterprise that is capable of satisfying these expectations and offering premium services to the clients enjoys a loyal customer base, thus, extra revenues, and market dominance.

The Benefits of 24/7 Inbound Call Center Services

As businesses today are connected globally, customers expect support all the time. Inbound call center services work round the clock to meet customers in different time belts and give them continuous support, responding to customer concerns throughout the day. With around the clock coverage businesses are able to deal with complaints and feedback that may be received after operating hours, thus aiding in formulating business improvement ideas.

Research has it that round the clock access makes customers more satisfied. According to a survey on customer experience, approximately 50% of customers would abandon a brand after one negative encounter. Thus, 24-hour coverage will prove helpful in retaining customers rather than losing them to competition, as is the case at the moment.

Inbound call center solutions provided round the clock also offer more sales prospects to companies. Consumers expect a communication platform to be open at all times, and if businesses do not meet this expectation, they may lose consumers to their competitors. Through a 24/7 call center, firms can guarantee that they are always open for business in terms of sales and support to collect leads and make sales at any time of the day.

Research has also revealed that the availability of resources or products at all times, especially with the use of technology results in more sales. Customer acquisition was deemed to be 5 times as costly as customer retention, according to a study done by Forbes. This means that businesses ought to facilitate twenty-four-hour customer care so that they are able to enhance client satisfaction leading to more patronage hence more sales and revenue. Also, through first call resolution, inbound call center agents are also allowed to perform upselling and cross selling which will increase the organization’s revenues.

Read More: The Complete Guide to Inbound Call Centers

Competitive Advantage

As stated above, the crowded nature of the market cannot be overemphasized, requiring leaders in the field to strictly target their promotional campaigns to stand out from all the competition.

Currently, in the world of aggressive competition in business, 24/7 inbound call centre services act as the unique selling proposition which assists an organization to outcompete its rivals. On this basis, any business that provides round-the-clock support proves its dedication to its customers and readiness to solve the customers’ problems regardless of time.

Answering the inbound calls 24/7 can also assist the businesses in establishing credibility and earning the trust of the customers. customers’ satisfaction with the guarantee that their inquiries and concerns will be answered after working hours. This reliability builds the trust and the customer loyalty since the customers are certain the business would always be there to support them.

Firms, which use 24/7 call centers, like SureCall and Helpware, have noted that their firms have benefited from this move through giving a competitive edge in the market, as well as higher brand loyalty. These firms have established that they are willing and able to provide quality support for their customers at all times, meaning businesses have benefited from improved business-customer relations as well as the bottom line performance.

Cost-Effectiveness and Efficiency

Inbound call centers that operate round the clock are built on concepts of operational efficiency by deploying technological solutions, competent people and proper methods. Inbound call centers may use such technologies as IVR, ACD and CRM systems and as a result calls will be processed faster and problems solved faster and customers will be more satisfied.

Numerous researches prove that outsourcing to inbound call centers is possible only with corresponding cost effectiveness. A Deloitte study revealed that adoption of the call center technology cut the operational expenses of businesses by between 20-30 percent. Also, according to a Gartner report, call centers that were outsourced can enhance the response time by a percentage comprising 50 percent or more, thus optimally tending to the customer needs.

Among other benefits of outsourcing through 24/7 inbound call centers, flexibility and ability to expand or shrink is one of the significant benefits. They are highly flexible in terms of usage volume that means that the company that uses these services can easily increase or decrease the volume of services being used at any given time depending on its business requirements for instance during some seasons or periods of growth. This scalability assists businesses to eliminate the costs and other operational factors that would be incurred in organizing an in-house call center team with employees.

Outsourcing customer call support to inbound call centers offer organizations advantages in the fact that they do not need to deal with supporting customers themselves, but instead focus on their areas of specialization. As such, for companies to ensure that their customers receive the quality support they require, they engage a good call center outsourcing service provider while they focus on the creation of products, research, designing of new products, among other functions.

Implementing 24/7 Inbound Call Center Services

When implementing 24/7 inbound call center services, selecting the right service provider is crucial. Here are some key tips to consider:

One key factor for the success of the inbound call center services is compatibility of these services with the already established business platforms. Choose a product that can be seamlessly connected with your CRM, order management, and other important applications to stay cohesive.

For example, one of the most popular e-commerce networks linked its round-the-clock inbound phone line with the CRM and order fulfillment systems. It enabled contacts to work with actual-time customer data to handle orders and offer custom support, which resulted in a 15% enhancement of consumers’ satisfaction and a 12% elevation of primary-call resolutions.

Training and Quality Assurance

The intake of your inbound call center employees requires an emphasis on training that will evaluate and enhance service. Check that the provider has rich on-boarding, on-going training and constant coaching to assist agents to acquire and enhance the knowledge on how to address multitude of customers’ queries efficiently.

Also, integrate strong quality control policies like call monitoring, customer feedback, performance metrics and the like, which will aid in management of areas that need enhancement and guarantee that the firm delivers top-notch services. Such a strategy can result in a 20-percent drop in customer attrition rate and a 12-percent increase in customer retention; these were evidenced by a case study of one of the most popular telecommunication services.

Interesting Blog: How Inbound Call Center Services Improve Overall Customer Experience?

Conclusion 

Outsourcing inbound call center services which operates around the clock is today’s strategy that any organisation should consider in order to effectively address customer needs and increase its sales. Since customers can access a company via phone, social media, email or chat all through the day, the company can offer prompt, effective and friendly services hence gaining its customers’ trust. Such constant help secures more of sales leads, improves the image of a particular brand and results in increased revenue. Further, there is optimization of costs of offering these services and enhanced functionality in that firms do not have to engage in tasks that they may not be most efficient in while at the same time ensuring the quality of customer relations. Finally, one can conclude that inbound call center service around the clock delivers the measured success across today’s highly uncertain business environment.