Various Inbound Call Center Outsourcing Operations that You Can Need for Your Brand

BPO outsourcing is nothing new; it has been around for decades now. However, what’s different is that the development in technology has transformed the sector with a rush of sophistication. Be it outbound or inbound call center outsourcing BPO companies, technology outreach has been evident in all spheres.

For now, we will focus on inbound call center outsourcing and talk about every service in its portfolio that businesses can make use of. In addition, we will cover services from across sectors. So, without waiting any more, let’s move on to discuss the various inbound operations you can outsource with a BPO company.

• Customer Service

Customer service is the biggest inbound call center service by volume. Businesses from every sector need customer service to streamline their brand reputation, customer experience, and satisfaction. The objective of this inbound call center service is to employ agents who would take up calls from customers. The agents interact with customers and find solutions to their problems.

Going by the latest development in technology, customer service campaigns from inbound call centers are implemented on various communication channels. Customer complaint resolution is no longer restricted to on-call communications, there are newer platforms, like live chats, emails, social media, etc.

The presence on multiple platforms ensures that the customers have the maximum satisfaction in terms of their preferred channels.

• Customer Retention

Customer retention is quite a massive process. It includes various campaigns under its wings, be it online reputation management, feedback collection, surveys, etc. The primary objective for brands with retention is to turn their present customers into brand loyalists. A successful customer retention campaign increases the chances of repeat buyers, either voluntarily or through up-selling and cross-selling campaigns.

Similar to customer service, customer retention has also adopted multiple platforms for its implementation. Be it via a USA-based call center or a Philippines-based off-shoring hub, brands can implement customer feedback, surveys, and reputation management on various platforms, including social media, on-call, text message, emails, etc.

• Helpdesk Solutions

Helpdesk solutions are primarily related to the IT sector. Each time a business sells any product or tool, either through B2B or B2C, they have the liability of offering helpdesk solutions too. It is only expected that customers, clients, and vendors will have issues or difficulty operating the tool at first.

This is where the helpdesk solutions come into the picture. IT businesses place agents through inbound call center outsourcing companies who are trained and qualified enough to take technical questions from the customers and find a suitable resolution to those. Providing a seamless helpdesk solution goes a long way into enhancing the customer experience to the very next level. This brings brand loyalists who end up becoming repeat buyers.

• Real-time Web Assistance

Like helpdesk solutions, real-time web assistance is most common in the IT sector, especially when there is a technical product to be dealt with. Real-time web assistance is a much better iteration of on-call support since its problem resolution and support scope are higher.

In a lot of cases, BPO companies work on specific communication platforms that either use video or screen-sharing technology to provide real-time support over the internet. It ensures that the agents dealing with the customer query handle the issue personally and provide 100% support.

• Appointment Setting Services

Appointment setting services are very common in the healthcare sector. It can be both inbound as well as outbound operations. However, we will stick to that since we are focusing on inbound processes only.

Patients, either new or repeat, call the helpdesk number of the healthcare institutions to inquire about timing and book slots or appointments. The agents on the other side of the call work on a centralized system that is in sync with the healthcare institute.

So, each time there is a new appointment against any specific specialist doctor or timing, the healthcare institute gets an alert on the centralized system. This makes the entire process very seamless and easy. The healthcare business will not even have to spend any of its resources on taking care of non-core operations.

Inbound Call Center Outsourcing Is Critical for Your Business

There is a lot behind taking a brand to the next level. While customer acquisition through outbound call center services is essential, customer retention through inbound is also crucial towards the success of the brand.

Quite interestingly, customer acquisition is a slightly expensive affair for brands since the campaigns start from scratch. On the other hand, customer retention is slightly cost-effective but needs great strategic implementation.

Moreover, customer retention is not very feasible for startups since they don’t have a streamlined customer base. So, new businesses would need to implement customer acquisition campaigns and then transform their focus to customer retention. And make no mistake, customer retention has the capability of churning out huge sales without investing anything on the cost-per-lead on the lead generation campaign.