Top Vendors for Inbound Call Centers

Designed to help you improve both customer service and relationship management, inbound call center solutions are an affordable, effective means for accommodating business growth while continuing to satisfy customers. Consider how your company and your customers can benefit from inbound call centers.

Benefits of Inbound Call Centers

Inbound call centers offer many benefits, and can make life easier for your business on several fronts – from handling orders and payments to providing 24/7 customer service and customer relationship management. Your call center representatives can take over a number of necessary business functions, including:

• Taking and processing orders via phone.

• Doubling as an answering service, virtual assistant, or round-the-clock technical support representative.

• Providing customer service –  call centers are an excellent instrument for managing and improving customer relationships.

• Many inbound call centers offer unique services, including subject matter specialties and multilingual customer service reps, which can have a positive impact on your customers.

Nowadays often referred to as “contact” centers, inbound call centers are increasingly focusing on comprehensive customer service, managing customer inquiries not only by phone, but also by email, instant message, and online chat, as well as through emerging social media platforms.  

If call centers aren’t the right fit for your business, take a look at our help desk software vendors for similar benefits.

Choosing an Inbound Call Center

Shopping for an inbound call center must begin with a needs analysis of your business. 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. 

• If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site do-it-yourself call management with inbound call center software.

• If your call volume is high, and includes more complex customer interactions, a vendor-driven outsourced call center may be a better option. 

• Outsourced call centers located outside the US are much cheaper than those based in the States. You can minimize controversy and customer dissatisfaction by employing inbound call centers closer to home, such as those in Canada or the Caribbean.

Special Considerations for Inbound Call Centers

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. Considerations you should keep in mind while searching for a call center partner include:

• While some inbound call centers offer shared agents, who 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 the option that is best for your business and your budget.

• If possible, visit the call center in person and to listen in on live calls being answered for other customers.

• If you're looking at inbound call center software, ask for a free trial in order to test how well the software integrates with your CRM and other business systems. The interface should be intuitive and easy for your employees to navigate.

• 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. Make sure your vendor provides a service level agreement (SLA), which guarantees quality calls and short response times for your customers.

Since most inbound call centers charge you based on usage, ask potential vendors to give you price quotes for an average month, a slow month and a busy month. Choose the call center that best fits with your business’s needs, budget, and customers.

If you’re interested in inbound call centers, be sure to consider call center software and CRM software.