What is an inbound call center?
Before jumping to the inbound call center services, it is important to understand what the call center is and how it works?
A call center is a space where telemarketers, supervisors, and agents make or receive calls to customers with the aim of solving their doubts or performing commercial services that provide profitability to the company.
The final purpose is to receive and issue calls being this a communication tool to connect with customers or a commercial system to attract followers, sell products or services.
To create a call center it is necessary to have means such as telephones, human personnel that must be managed to undertake these tasks and work methods and processes to meet the objectives of the company, whether commercial or customer service.
These centers can operate independently or be connected to other centers through a computer system. For example, the work centers of telephone companies maybe around the geography, located in different provinces and all interconnected to meet the ultimate goal.
The portals and technologies used to advance the integration of all communication channels with the consumer are advancing.
The most recognized brands in the sector use this type of call centers to interact with their customers and offer continuous support.
Telemarketers who work in this sector are previously trained by supervisors or superiors in the position through specific training to guarantee the fruits of their work.
Types of calls made
Two options are considered in call centers, incoming calls, which are received and outgoing calls are issued.
Incoming calls: They are usually intended to answer questions, clarify brand information, receive complaints from users, arrange meetings with customers or solve problems that arise from customers themselves.
Outgoing calls: They are usually used mostly for commercial purposes. Surveys can be carried out to know the opinions of the population regarding a topic, market studies to know what are the current trends, sales, it is about that telemarketers use a persuasive tone to undertake sales of products or services of the company, pending charges, in these cases calls are issued to remember pending accounts with companies that hire these delinquent services.
The human staff that makes up the call center usually there are three types.
Supervisors: It is in charge of supervising calls, duration, objectives fulfillment, work shifts, monitor calls on hold as well as telemarketers and coordinators.
Coordinators: They have a more direct deal with telemarketers and receive indications from supervisors. They are responsible for solving doubts, trying to meet the objectives between telemarketers, supervising and monitoring calls, passing work summary.
Telemarketers: They are responsible for receiving and issuing calls, they are usually separated by areas of action, such as commercial activity, customer service, and sales, among others.
Inbound call center services
Inbound call center services / Incoming Call Center exclusively works with incoming calls and, as an outbound call center, is, in fact, a complete solution in the modern concept of a contact center. Of course, if we are not talking about a specific segment of the “mixed” call center services (hotline, concierge services, SERVICE DESK, etc.).
Inbound call center outsourcing
The call center outsourcing helps the person to increase his business and makes more profit than his competitor. The effectiveness of the incoming call center, indeed, of any contact center, is determined by the professionalism of management, but to a greater extent – by the potential of the human and technical resources, which are interconnected and interdependent. In an extremely simplified version, an incoming call initiated by a call center client will end with the complete satisfaction of the contact parties if a specific question is asked and an accurate and sufficient informational answer is received.