Is It Time You Hire An Inbound Call Center?

 

Skip Ahead. Grade Your Call Center & Fulfillment Efforts Now.

 

 

There comes a time when it simply makes more business sense to hire an inbound call center. Not sure if the time is right for you? Here are some signs to look for.

If your company is growing fast, you may need an inbound call center…

 

Congratulations, by the way. Unfortunately, your in-house customer contact personnel cannot keep up. It’s taking too long to answer calls. People are hanging up. You can’t keep growing if you’re losing sales. Plus, your brand reputation is taking a hit from the poor customer service. But you don’t have the space or capital reserves to expand your call center.

 

You’ve considered adding live chat to improve service, but there are problems with that, too. You would need more people and there is nowhere to put them. Besides, given the big picture, you aren’t all that excited about investing more in your current call center operation. Would you ever see a decent ROI?

 

If your call volume fluctuations are causing all sorts of problems, you may need an inbound call center…

 

Even when you can predict higher call volumes in advance, quality training is virtually impossible. You need people on the phone, not in the classroom. But if they aren’t properly trained, customer service and sales slip. It’s an ugly conundrum. Regardless, you add as many people as you can squeeze in when you’re busy, then lay them off when you aren’t. This hiring round robin is ruining your company’s reputation as a good place to work.

 

If lousy customer communication is creating mistakes, you may need an inbound call center…

 

It’s the proverbial problem: the right hand doesn’t know what the left hand is doing. In this case, your customer contact crew and the folks in the warehouse and shipping never seem to be on the same page. You don’t have up-to-date order and inventory management software, so call center agents can’t tell if products are available or out of stock and when back-orders might come through. Since they can’t look anything up, they have to put people on hold to go ask questions.

 

By the time orders move farther down the fulfillment chain, they are garbled. Or your lack of modern technology makes picking and packing a hit-or-miss process. Who knows what customers are actually receiving! No wonder you’re seeing so many returns.

 

You don’t have to hire a psychic or someone to read the tea leaves to recognize these signs. The truth is obvious – your company needs an inbound call center in order to make sales and fulfill orders. But your call center does not have to be in-house. If you outsource to the right company, you can get more than people to take your calls, you can get true customer care that increases sales, loyalty and lifetime customer value. Now that’s a good sign.

Download “Deliver Me!” It’s a free ebook about customer care & fulfillment best practices.

 

Don’t just choose any inbound call centers. See how these Inbound Call Centers and Call Center Services can benefit you AND your customers!