B2B Call Centers

Increase your B2B sales with SupportYourApp services.

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Features

  • Greeting the callers with a special script
  • Developing answering scripts
  • Ensuring the fastest pickup time
  • Recording all phone calls for an easy review process
  • Providing 24/7/365 emergency hotline services
  • Providing Tier 1-Tier 3 support
  • Developing and updating FAQs and knowledge base
  • Conducting customer satisfaction surveys
  • Providing detailed QA reports regularly

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Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Lifx
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A

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For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system

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Clients Reviews

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"SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.".
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,
softorino.com,
US.

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"We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.".
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,
boinx.com,
Germany.

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"The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.".
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,
macroplant.com,
US.

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"Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.".
Todd Penny from GoCodes

Todd Penny Founder,
GoCodes,
gocodes.com,
US.

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"With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.".
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,
signeasy.com,
US.

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"SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.".
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,
Skylum.com,
US.

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What are B2B call centers?

A B2B call center takes over business in- and outbound calls. As a result a business starts running in a more efficient and smooth manner because its communication is handled by a professional B2B call center team. 

What tasks can be taken over by a B2B call center?

With a B2B contact center, there are a lot of areas a business can benefit in, if such a team is hired or established. 

Call center for B2B inbound calls

Generating and assessing inbound B2B leads is a full-time job, especially in a B2B world, where communication takes a lot of effort and time. Call center operators have to be prepared to answer any questions from existing and potential clients and assess their willingness and readiness for up- and cross-selling. Companies, getting a lot of inbound B2B communication, should be ready to set up and scale their call center team whenever the amount of B2B call flow grows. 

B2B call center script development

Scripts are vital for efficient call center operation. They can include the answers to the most popular, frequent, or difficult questions the clients have. Scripts can optimize the amount of time needed for a quality B2B client communication and make sure the callers get every bit of information they need. 

Developing the scripts is a difficult and lengthy process. The team needs to: 

  • Gather statistics on the most frequent questions asked by the callers. 
  • Compose the most optimal and information-filled answers. 
  • Make sure to speak the same language with the clients. 
  • Remember to add information as the product or service changes and clients start having more questions. 

A dedicated B2B call center team can take the task of composing the script, checking its validity, and providing the most relevant information in a timely manner to the clients with any questions. 

Lead generating call center

With 38% of professionals saying they fully rely on email marketing and 33% fully relying on SEO for lead generation, it is easy to think that B2B call centers are going out of business. But that is not true. B2B call centers are still responsible for a lot of business communication, lead generation and assessment, and other aspects that differentiate B2B from B2C. 

With 55% of clients and customers still saying they prefer talking to real people on the phone, B2B call centers are still very relevant today. After all, they can provide what no AI or ML can — real communication and experience personalization. 

B2B appointment setting

While call centers may be a preferred way to communicate with potential clients and customers, some deals still need to be talked about face-to-face. A virtual receptionist would be able to set a B2B appointment, call center representatives will be able to also provide the information on the upcoming topics for discussion, answer questions about the product and escalate client communication if needed. 

B2B call calling

Even for the best B2B outbound marketing sales call centers, cold calls is a task that only 37% of professionals want to take on. At the same time, it is a task that needs to be performed in order to remind old clients about the possibility of cooperation. 

A little tip: B2B call recording might come in handy when developing and improving a cold call technique. Recording can help see the patterns in the clients’ answers and develop the script that will make this type of calls efficient. 

Any business has its own needs and service that a B2B call center team can take over. The main thing is to spot them and escalate them to the team of professionals, making it as efficient as possible.

How to set up a B2B call center?

Provide the best tools

Soft- and hardware are important for any professional. The better and more up-to-date they are, the more pleasant the working process will be for them, and the more effective they will be. The best tools include: 

  • Modern computers, laptops or other hardware required by the team. 
  • Appropriate CRM system to log in all client information. 
  • VoIP system or telephones.
  • Good working conditions. 

SupportYourApp provides the best working conditions for our teams. We have modern hardware, cozy offices, and any integration a team might need. We not only help our support and call center professionals to provide the best services for both B2B and B2C segments and elevate industry standards. 

Providing the best tools and caring about the team will result in a better team performance and higher B2B satisfaction.

Find the best approach to the team

Any team, be it support, sales, marketing, or B2B call center, should be treated with support and respect. Making sure they operate in a supportive and healthy environment is to ensure your company operates at its most efficient. 

One of the best ways to set the highest level of B2B call center effectiveness is to implement regular feedback sessions and syncs, ensuring everyone is on the same page and speaks the same language. A B2B call center team also should be free to communicate with any other departments. This way its members will have the fullest and up-to-date understanding of what is going on with the product. It will help them provide clients and customers with the answers they need. 

Work 24/7

More than 80% of customers want to get instant response from the businesses they contact. This is impossible if a B2B call center doesn’t work around the clock. 

Covering as many time zones as possible might be difficult with a single in-house team. The best option here is to hire an outsourced B2B call center service provider that will set up the team in a way for all your customers to be able to reach you from anywhere and at any time. 

Having worked in customer and client support for a decade, SupportYourApp provides customizable, adaptable and the most secure services. We operate 24/7/365 and are ISO and PCI DSS Level 1 Service Provider Certified. Our services are always of the highest quality, and we are always ready to improve ourselves to become even better at what we do.

Business to business call center benefits

  • Easier customer acquisition

    40% of B2C customers prefer contacting the call centers if they need to discuss difficult or sensitive topics. With B2B being far more difficult and delicate, it is easy to understand why B2B phone communication is paid so much attention to. 

    B2B call center streamlines the process of acquiring customers. How? 

    • The communication is more open. 
    • Getting an answer is much easier. 
    • A client can get all the information during a single phone call, 
    • No need for additional tools. 
    • Personalization is easier to achieve. 

    All this put together makes a B2B call center an irreplaceable link between the parties.

  • Time saved and rationalized

    Customer and client communication, especially in B2B, takes a lot of time and effort. If the entire company does not have a team dedicated to B2B communication, then some other teams, like sales or support, have to dedicate their time to communication, sometimes at the expense of their own tasks. This decreases their effectiveness. 

    A dedicated and correctly-taught B2B call center team will rid the other teams from the obligation to talk to the clients and resolve their issues. This will not only help the teams and professionals in question, but could influence B2B customer satisfaction, establishing a proper business image.

  • Reaching out to old customers and increasing revenue

    Upselling and cross-selling existing customers is much easier than obtaining new ones. They already know everything they need to make a purchase, and they have already established a certain connection with your brand. 50% of work is done. Reminding them about your offer and why they need your product or service are the only tasks left on the agenda. 

    The best thing to do is to ensure that a B2B call center team is always there to connect with your old customers and that their level of knowledge is sufficient to provide them with the answers they require.

FAQ

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What are B2B outbound call centers?
A B2B outbound call center team is a team that makes the calls to or takes the calls from prospective or potential clients.
How to start a B2B sales call center?
The first step is starting a B2B call center is to assess the volume of communication, to establish the size of the team needed.
What is a B2B call center?
A B2B call center team can take over a business’ phone communication with clients to set appointments, provide answers and do other business-related tasks.
How to get vendors for a B2B call center?
Assess the required number of people on the team, the level of security and flexibility required for the operation.
What is the average cost of running a B2B call center?
It depends on the size of the team, the number of languages spoken, and the hours covered by it.

Knowledge Base

For the past 10 years we have been through many-many challenges, victories, problems and failures. Here are our stories:

Intercom Review

Intercom Review

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B2B Customer Satisfaction

B2B Customer Satisfaction

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