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Inbound call center services — what are they?
Inbound call centers are responsible for taking incoming calls from customers, answering their easiest questions, and logging customer complaints into a call center CRM system. Setting up and managing an inbound team could take a lot of pressure off of support teams’ members, who can focus on the resolution process. This will raise customer satisfaction and ensure an overall higher service level.
What businesses need inbound call center service?
There are several fields, where businesses cannot operate without hiring an inbound call center.
Medical offices and veterinarians
Medical offices and veterinarians must operate 24/7. They have to take calls, set appointments, and provide medical advice around the clock. A dedicated and knowledgeable inbound call center services team can do that without looping the doctors into the conversation with patients.
Insurance offices
Around 92% of people in the United States have health insurance. They can call an inbound insurance call center to set appointments, inquire about the status of their payments, or leave information about an insurance case.
Without a properly trained and stacked inbound call center team, insurance offices can get overwhelmed with customers’ inquiries. Hiring a team and making sure customers can reach it around the clock is a sure way not only to reach high customer satisfaction, but also to escape unpleasant situations.
Real estate offices
Real estate is an ever-growing industry. There is no limit to the number of people that want to buy or sell property. Realtors get inbound calls almost non-stop. This can interrupt their workflow and prevent them from grasping the entire scope of information.
Having an inbound call center services team will provide realtors with the possibility to get all important information on time.
Sales teams
Sales teams often get overwhelmed with the amount of inbound communication. Sales representatives have to follow emails, chats and calls. They cannot afford to miss any questions from potential clients and customers, and they have to remember all information on the product or service.
Having an inbound call center service team will provide sales representatives with necessary support. They will not get distracted with spam calls and only take their time to communicate with real customers and clients.
There are many teams an inbound call center can help. Its ability to take incoming pressure off of customer-facing teams can reflect in customer satisfaction and the overall quality of service.
Inbound call centers and automation — what does the future hold?
We at SupportYourApp are all for automation. Our team knows that machines can be of great help when it comes to routine tasks. But there are certain areas that machines will never be able to replicate.
Empathy
59% of customers say businesses have lost touch with the human side of their customer experience. As a result, customer service quality degrades.
46% of customers remember a bad call center experience for 2 or more years, whereas only 21% of customers remember good experiences for the same amount of time. 51% of customers will never come back after just one customer experience.
How does empathy get lost during a customer's journey? Some businesses prefer automating inbound calls’ answering rather than hiring a call center team to take care of inbound customer communication.
Even with AI as developed as it is now, it is doubtful the technology will be able to replicate the same level of empathy towards customers as real inbound call center service teams. Empathy is and will be one of the most important sides of customer support.
Active listening
Support professionals say active listening is one of the most important parts of customer service. This technique helps form a firm understanding between a customer and a support representative, which can result in a more efficient and fast resolution process.
66% of American consumers say honoring their time is one of the best things modern call centers can do. While machines can speed the process of resolution up, sometimes their answers can be wrong. This prompts a customer to turn to a support team one more time and relay their problem once again. Experience spoiled.
An inbound call center service team can be a great solution to this problem. Automated responses can redirect customers to a specific support professional, and an inbound call center team can deal with more complicated issues or dissatisfied customers.
Personal approach
91% of consumers say they are more likely to buy from a brand offering a personalized experience. While that is a good approach to a buying process, businesses have to make sure to include personalization into every step of a customer journey.
An inbound call center can call a customer by name, refer to previous issues resolved by the support team and have a purchasing history at hand, to show the customer the level of care that goes into working with them.
80% of businesses see a surge in revenue after implementing personalization. Machines can hardly replicate the same level of personalization that a professional inbound call services team can provide.
SupportYourApp has been providing PCI DSS and ISO certified customer services to hundreds of tech companies from more than 20 countries. We are happy to professionally take over your customer communication and support.
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