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Inbound Call Centers

Providers of inbound call center software and inbound call center services. Hire one of these companies to improve customer service capabilities.
Inbound Call Centers Quotes
Request 5 free inbound call center quotes. Connect with vendors that match your inbound/outbound call center needs.
Get 5 Quotes
www.QuoteCatcher.com
Inbound Call Center
U.S. based live operator call center offering superior quality, experience, great service & advanced technical capabilities. Request a quote today!
www.the-connection.com
Call Centers
Inbound order processing and customer service for growing companies. All agents are Customer Service Certified and based in the USA.
Free Quote
www.owd.com
IT HelpDesk Software
Web-based IT Help Desk with Asset Mgmt. Free version too. Try Now!
www.ServiceDeskPlus.com
24x7 Help Desk Support
Instant Computer Help & Support Expert Techs Call 1-866-922-5052
www.iyogi.net/Computer-Problem-help
HEAT® Software
Streamline Your Help Desk Operation Watch Online Tour or Try Free Eval
www.FrontRange.com
Outsourcing Services
Handles your entire outsourcing needs. Visit our web site for details today. Inbound, outbound, and e-contact. 24x7x365. Professional call center.
www.hamiltontm.com
Contact Center Services
Inbound & outbound call center services include customer service, order taking, lead generation, appointment setting, direct sales, more.
Contact Us
www.procom-inc.com
Avaya Contact Center Solutions
Transform Your Business with Avaya Contact Center Solutions
www.avaya.com
Call Center Service Quotes - AllOptions.com
Compare Call Center Service Quotes from Multiple Vendors. Inbound and Outbound Service Available. Free, No Obligation Quotes.
Request Quotes | Compare Vendors
www.AllOptions.com
Call Center Outsourcing Consulting Service
Call Center Outsourcing Consulting and Referral Services. No charge to clients. USA, Canada, India, the Philippines, South Africa and Central America.
Our Services | Inbound | Outbound | Get Quotes
www.worldwidecallcenters.com
TelePlaza Call Centers Directory
Contact Center Directory for equipment, services, software vendors, CRM solutions, and consulting for US and international centers
Management | Consulting | Call CRM | Job Board
www.teleplaza.com
Call Center High Volume Telecom Services
Specializing in telecommunications for contact centers with low-cost VoIP, dedicated outbound long distance, T1-DS3 and point to point connections.
T1 | Long Distance | Outbound | InterLATA
www.usad.com
Data Exchange Third Party Verification Call Center
Full third party verification service call center. Online reports and recording retrieval. Immediate credit scoring.
www.data-exchange-inc.com
Call Center Software Directory
Compare call center software using Capterra's free, comprehensive directory.
Capterra.com
Expand Your Live Service Options. See How
Full range of 24/7 call center services. Companies choose and stay with TeleRep because we're family owned and treat you like family too.
www.telerep.com
Helpdesk Software
Deliver help desk remote support to customers via shared screen - Easy!
www.GoToAssist.com
Helpdesk Software
Identify, manage, report & solve IT issues with Track-It!® - Demo
www.NumaraSoftware.com
Help Desk
Manage desktop PCs quickly, efficiently, and remotely. See Demo
www.Intel.com
Listings
ACD Call Center Learning Center
Learning center provides an article library, directory of vendors and services, bookstore of texts and journals, benchmarking results, new technology trends, and tutorials on new processes and tools for call centers.
www.call-center.net
Advanstar CRM Group
Provider of trade shows, conferences and publications for North America and Europe, serving the customer contact industry.
www.callvoice.com
Americall
Teleservice center offering tailored communications services and messaging systems.
www.americall.com
Angus TeleManagement Group
Group assists organizations in managing and profiting from telecommunications change, offering articles and seminars. Specilizes in Canadian telecom issues and trends.
www.angustel.com
Asia Pacific Call Centre News
News supplier for call centre professionals with searchable article archive, links and subscription newsletter.
www.apccn.com
Australian Teleservices Association
Call center industry association that addresses issues such as technology, privacy, codes of practice, standards, best practices and the provision of industry information.
www.ata.asn.au
Avaya Contact Center Solutions
Transform Your Business with Avaya Contact Center Solutions
www.avaya.com (Paid)
BenchmarkPortal.com
Portal that offers education and training seminars, consulting services and research services to call center professionals.
www.benchmarkportal.com
Bruton Consultancy
Partnership that advises and trains help desks and user support departments to achieve best practice in their functions.
www.bruton.win-uk.net
Call Center Best Practices 1999 Benchmarking Study
Results of a study on call center management, operations and technology involving call centers from 12 countries, representing a wide range of industries.
www.call-center.net
Call Center Coach
Provider of a resource package for call center professionals, including call center and human resources training, evaluation and guidance, updates on issues on call center professionals, products, services and information.
www.callcentercoach.com
Call Center eXchange
Networking resource that provides information and education to call center professionals.
www.callcenterexchange.com
Call Center Forum
Email forum that encourages requests for information, discussions of policy and practice issues, postings of vacancy announcements, and references to availability manuscripts and reports.
www.egroups.com
Call Center Glossary
Alphabetical list of industry terms provided by the Incoming Calls Management Institute.
www.incoming.com
Call Center High Volume Telecom Services
Specializing in telecommunications for contact centers with low-cost VoIP, dedicated outbound long distance, T1-DS3 and point to point connections.
T1 | Long Distance | Outbound | InterLATA
www.usad.com (Paid)
Call Center Outsourcing Consulting Service
Call Center Outsourcing Consulting and Referral Services. No charge to clients. USA, Canada, India, the Philippines, South Africa and Central America.
Our Services | Inbound | Outbound | Get Quotes
www.worldwidecallcenters.com (Paid)
Call Center Service Quotes - AllOptions.com
Compare Call Center Service Quotes from Multiple Vendors. Inbound and Outbound Service Available. Free, No Obligation Quotes.
Request Quotes | Compare Vendors
www.AllOptions.com (Paid)
Call Center Software Directory
Compare call center software using Capterra's free, comprehensive directory.
Capterra.com (Paid)
Call Centers
Inbound order processing and customer service for growing companies. All agents are Customer Service Certified and based in the USA.
Free Quote
www.owd.com (Paid)
Call Centre Association
Nonprofit organization representing companies and professionals in the call center industry and online interaction in Hong Kong.
www.hkcca.com
Call Centre Council of Singapore
Independent council developed to increase awareness of the call center services industry in Singapore through networking, education and research.
www.cccs.com.sg
Call Centre Managers Forum
Networking community and information resource to help call center managers improve their skill set.
www.callcentres.com.au
CallCenter Magazine
Industry e-zine covering products and strategies for the evolving customer-interaction center.
www.callcentermagazine.com
CallCenterJobs.com
Resource for employers and employees in customer service, help desk, telesales and ecommerce industries.
www.callcenterjobs.com
Contact Center Services
Inbound & outbound call center services include customer service, order taking, lead generation, appointment setting, direct sales, more.
Contact Us
www.procom-inc.com (Paid)
CSM Group
Group focused on all aspects of customer service, providing a networking forum for call center professionals, consultancy services, conferences, training, publications and telemarketing expertise.
www.hug.co.uk
Data Exchange Third Party Verification Call Center
Full third party verification service call center. Online reports and recording retrieval. Immediate credit scoring.
www.data-exchange-inc.com (Paid)
DeGarmo Group
Human resources consulting firm offering turnover reduction systems, including a call center fit index to test applicants for customer service representative and telemarketing postitions.
www.degarmogroup.com
Ergogenic Technology
Firm that produces ergonomically correct computer workstations for call centers.
www.ergogenic.com
Evans Consulting Group
Customer service consulting firm offering call center management and design, as well as marketing strategy and planning services.
evansconsultinggroup.com
Expand Your Live Service Options. See How
Full range of 24/7 call center services. Companies choose and stay with TeleRep because we're family owned and treat you like family too.
www.telerep.com (Paid)
High Tech High Touch
Provider of customer relationship management and help desk consulting services.
www.hthts.com
Inbound Call Center
U.S. based live operator call center offering superior quality, experience, great service & advanced technical capabilities. Request a quote today!
www.the-connection.com (Paid)
Inbound Call Centers Quotes
Request 5 free inbound call center quotes. Connect with vendors that match your inbound/outbound call center needs.
Get 5 Quotes
www.QuoteCatcher.com (Paid)
Interface Solutions, Inc.
Developer of document tracking and control, customer service telephone center planning, call monitoring, inventory control and performance review software. The software runs on IBM PCs and compatibles. Products are sold to the transportation, ...
www.ifsol.com
Outsourcing Services
Handles your entire outsourcing needs. Visit our web site for details today. Inbound, outbound, and e-contact. 24x7x365. Professional call center.
www.hamiltontm.com (Paid)
Ovum
Independent research and consulting company offering advice on information technology, telcommunications and ecommerce.
www.ovum.com
Oz Call Centres
Global reference and referral service to help businesses find the right call center to meet telemarketing, teleservice, customer support or help desk requirements.
www.ozcallcentres.com
Philip Verghis' Help Desk FAQ
Global resource for helpdesks, customer service, distance learning and technical support.
www.philverghis.com
QWIZ, Inc.
Developer of skills testing and training software. The software is sold to temporary staffing, IT staffing and corporate human resoures. The software is PC based. Products are sold to multiple industries.
www.qwiz.com
Teaching Agents the ABCs of Customer Service
Customer-relationship management article by Brendan Read from Call Center Magazine.
www.callcentermagazine.com
TelePlaza Call Centers Directory
Contact Center Directory for equipment, services, software vendors, CRM solutions, and consulting for US and international centers
Management | Consulting | Call CRM | Job Board
www.teleplaza.com (Paid)
IT HelpDesk Software
Web-based IT Help Desk with Asset Mgmt. Free version too. Try Now!
www.ServiceDeskPlus.com
24x7 Help Desk Support
Instant Computer Help & Support Expert Techs Call 1-866-922-5052
www.iyogi.net/Computer-Problem-help
HEAT® Software
Streamline Your Help Desk Operation Watch Online Tour or Try Free Eval
www.FrontRange.com

Guide to Inbound Call Centers

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


 
 

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.

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How-To Guide from WORK.COM

Guide author
By Matt Alderton
Giving customers strong solutions, support and service is easy via outsourced call centers.
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 ... Read more
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