Understanding Inbound Call Center Services and Their Functionality

How do your current and prospective customers get in touch with you? As a 21st-century decision maker, you're likely aware of the frustration customers experience when they can't reach a company, especially given the numerous communication channels available today.

Consider these statistics from Brevet:

• 92% of your customer commerce happens over the phone.
• 80% of successful sales happen after a customer receives 5 follow-up calls after an in-person meeting.
• 78% of salespeople employing social media outsell others.

Are your phone lines open 24/7 and staffed with motivated agents who understand your product and services, speak fluent English, and have been thoroughly trained in upselling and cross-selling your products and services? When a customer is frustrated and doesn’t understand how to operate your product or wants to order a new product, there’s nothing worse than an endlessly ringing phone, a voicemail, or an unanswered email or social media post.

Today’s call centers leverage a range of advanced technologies to enhance communication with both potential and existing customers. This ensures that your brand reaches those in need while maintaining strong support for current clients. Key technologies include cloud-based systems, AI-driven routing, and comprehensive customer relationship management (CRM) software. These tools are crucial in preventing customer frustration caused by unanswered calls or unattended voicemails, ensuring queries about your products are addressed promptly and efficiently.

As a decision maker, you focus on optimizing your operations with financial investments that show measurable returns. Inbound call center solutions include providing white glove service for your existing client base, as well as boosting customer acquisition numbers for a reduced cost — all without the expense of recruiting, training, managing, and housing your own call center bank. Other benefits of inbound services include: