Project a Professional Image through an Inbound Call Center
A medium-sized business’s owner must think about management for growth – delegating vs. doing yourself, outsourcing vs. in-house, buying-in vs. making-from-scratch. These decisions impact whether you take phone calls yourself or outsource them to an inbound call center specialist.
What Is an Inbound Call Center?
An inbound call center typically handles help-desk and customer-support calls. Calls to the inbound call center can come from customers using your product or service, Web site, or catalog. Inbound call center staff can support existing lines or help sell to new customers.
Why Hire an Inbound Call Center?
Your own inbound call center might seem to cost less because you’re not paying another company’s overhead. And your inbound call center staff might initially know more about your products/services. But an outside inbound call center can pay dividends:
· The inbound call center specializes in inbound call center procedures.
· The inbound call center can be more efficient and have more sophisticated tools.
· The inbound call center integrates with your customer and inventory databases and follows intricate escalation and support protocols.
· The inbound call center can work 24 X 7.
While an inbound call center might seem cut off from your operations, they can perform all the functions your inbound call center can, and better.
Another reason not always given why an outside inbound call center can give more bang for your buck than your own inbound call center is that they can actually teach you something about your business. The inbound call center needs to know everything about the aspect of your business for which they are responsible, whether customer support, troubleshooting, or sales support. The professional inbound call center will force you to analyze everything about your business that you previously took for granted. While you would have to do some of this work for your own inbound call center, an inbound call center will insist on details you never thought of – which will make their work more thorough and effective.
The ultimate reason for hiring an outside call center is that it is apt to be more professional than a home-grown one. Would you hire a part-time brain surgeon? Would you defend yourself in a murder trial? The outside inbound call center will represent your business better than you could yourself.
Which is the final reason to outsource your inbound call center. The more professional an image the inbound call center gives your company, the more new customers will result from calls to the inbound call center and the fewer old customers will defect because they feel the inbound call center doesn’t relate to their needs. The result will be that your inbound call center will be more efficient and more effective, making your business more profitable and more nimble in the marketplace. Your inbound call center will raise your professional image among your peers in the trade and among your (and their) customers.