Inbound Call Centers

Guide to Inbound Call Centers

Giving customers strong solutions, support and service is easy via outsourced call centers
By Matt Alderton

	Inside Inbound Call Centers While inbound call center software offers do-it-yourself solutions, outsourced call centers are entirely vendor-operated. More robust than typical inbound call centers, full-featured contact centers allow you to answer customer inquires via phone, e-mail or even instant message. To save money, consider inbound call centers that are located offshore.

Inbound call centers can be lifesavers. After all, when your phone's ringing off the hook, it's proof that business is finally booming. When you're too busy to answer, however, it's a sign that your business is buckling. Inbound call centers can help.

Designed to help you improve both customer service and relationship management, inbound call center solutions are an affordable, effective means for accommodating growth while satisfying customers. In fact, inbound call centers offer many benefits, and can make life easier for your business on several fronts. For starters:

1. Inbound call centers are ideal for taking and processing orders via phone.
2. Inbound call centers offer a fast and affordable solution to sudden surges in business.
3. Inbound call center software can double as an answering service.
4. Perfect for customer service, call centers are an excellent instrument for managing and improving customer relationships.
5. Outsourced call centers are an accessible option for companies that want to provide round-the-clock tech support.

Action Steps

The best contacts and resources to help you get it done

Assess your inbound call center needs For smart management, inbound call center shopping begins with a needs analysis. Decide what inbound call centers can do for you -- order collection, customer service, tech support -- as well as how much volume you expect to throw their way, then proceed accordingly.

I recommend:  Consultants such as Worldwide Call Centers can help you evaluate your needs and choose a vendor from among the best inbound call centers; see Business.com for a directory of call center consultants.

Compare outsourced call centers with inbound call center software If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site call management; inbound call center software is an ideal do-it-yourself solution. If your call volume is high, however, and includes more complex customer interactions, outsourced call centers, which are vendor-driven, are a better option.

I recommend:  If you're looking for inbound call center software, consider solutions such as Siebel's CRM Contact Center On Demand, Stratasoft and Amcat, which have built-in CRM capabilities. If you're looking for outsourced call centers and off-site solutions, however, look to companies such as AmeriCall, West and MPC Call Center. Virtual solutions such as those offered by Freedom Telework offer the best of both worlds.

Research offshore outsourced call centers While controversial, outsourced call centers in other countries are worth considering because they are cheaper by far than U.S.-based inbound call centers. You can minimize controversy and still take advantage of lower rates by employing inbound call centers closer to home, in Canada or the Caribbean, for example.

I recommend:  There are outsourced call centers worldwide, including Go4Customer, in India; International Market Access, in the Caribbean; Asian Call Centres, in the Philippines; and TigerTel/UTR, in Canada.

Inbound 'call' centers? Try inbound 'contact' centers Focused increasingly on comprehensive customer service, call centers are turning more and more into generalized contact centers, answering inquiries made not only by phone, but also by e-mail, instant message and web chat.

I recommend:  Popular vendors providing inbound call center software with wider contact center capabilities include Avaya, Nortel and Genesys.

Find inbound call centers with the special services you need Many inbound call centers offer unique services such as subject matter specialties and multilingual customer service reps, which can truly differentiate you with your customers.

I recommend:  Look for inbound call centers via the American Teleservices Association; its member directory is searchable by company type, location and specialty.

Tips & Tactics

Helpful advice for making the most of this Guide

• Keep in mind that inbound call centers are more than commodities; they're also instruments with which to brand and publicize your business. Because they're often companies' primary point of contact and customer service, call centers should be treated not as products, but as partners.
• Because most inbound call centers charge you based on usage, ask vendors to give you price quotes for an average month, a slow month and a busy month.
• While some inbound call centers offer shared agents, which handle calls for multiple companies, others offer dedicated agents that are assigned exclusively to your company. The former agents are more affordable, but the latter tend to produce more satisfied customers; know the difference and choose accordingly.
• If you're looking at inbound call center software, ask for a free trial. If you're looking at full-blooded outsourced call centers, ask to visit the call center in person and to listen in on live calls being answered for other customers.
• While many inbound call centers will offer to set up your customer service phone number for you, it's important to own your line. Acquire your own number, therefore, and have it assigned to your inbound call center.
• Because most service contracts with inbound call centers are binding for at least six months to a year, make sure yours includes pricing and terms that are clear and correct. What's more, make sure your vendor signs a service level agreement (SLA); not always standard, it guarantees short response times for your customers.