An inbound call center like Hit Rate Solutions for example receives incoming calls from customers. Support teams typically handle inbound call centers, as calls come from existing customers with issues or questions. Where are these centers located? Companies handle them internally in their offices or by outsourcing incoming and outgoing calls through external centers. See this resource to learn more about the tradeoffs between insourcing and outsourcing these calls.
Inbound Call Center Services
Customer service is probably the most well-known function of an inbound call center. Inbound call centers have many other possible functions, including generating revenue through cross-selling and up-selling. Here is an overview of some common services provided by inbound call centers:
Product And Technical Support
Password changes, updating account information, responding to complaints… Inbound call center agents help customers resolve a wide range of issues. For issues like advanced technical support, agents can use a help desk tool like Zendesk to direct customers to IT specialists.
Upgrade And Renewal Requests
Subscription-based businesses, such as companies that offer boxes or SaaS businesses and inbound call center outsourcing, may receive calls from customers who want to extend their current subscription. In this case, inbound call agents should be trained to upgrade buyers’ subscriptions or redirect the call to a sales agent who can handle the subscription extension.
Outbound Call Center Services
In outbound call centers, sales representatives make calls to reach and attract potential customers. Businesses can also use outbound call centers to conduct market research. Agents can call buyers who match their target customers to learn more about their needs and interests.
As a business development representative would schedule appointments for an account executive, outbound call center agents can do this for your salespeople.
Outbound call center agents can help salespeople generate and qualify leads. Cold calling is used to identify opportunities because collecting information over the phone can help determine if leads are qualified for purchase (e.g., is it the right time, does the customer have the budget?).
Despite its reputation, telemarketing has grown strongly over the past five years. Telemarketers are like door-to-door salespeople.
But instead of going door to door, telemarketers present their products number by number. They are a valuable resource in that they help raise awareness and introduce products to potential customers in a wider range of locations and demographics.
While telemarketers are responsible for interacting with potential customers in any way (increasing brand awareness, setting up leads, or setting up appointments), telemarketers are solely responsible for closing deals by telephone. Sometimes called inside salespeople, telesales agents seek out promising leads to improve conversions and increase revenue.
Outbound call center agents conduct market research to better understand their customers and competitors. For example, market analysts can conduct telephone surveys to determine their target audience’s main pain points, their current products, and what they would like to improve. With market research results, engineers can improve their product design, marketers can improve their messaging, and reps can develop more effective sales pitches.
Inbound and outbound call centers allow your business to offer a wide range of customer services and benefits. The type of call center or services you implement will depend on your overall goals, employee productivity, and budget.