How To Choose An Inbound Call Center Company

If your business is growing and you have a solid customer base loyal to your company and offerings, you need to find new ways to provide them with a higher level of customer service.

Unfortunately, this may not be easy to accomplish, especially if your organization receives hundreds of inquiries from customers daily. The truth is that most businesses don’t have the resources or the time to handle such a volume of calls when relying on in-house teams.

So what’s the best way to approach this problem? Should you hire more employees and open up a new department to handle your inbound calls?

If you have the resources, yes. But if you want to preserve your money and put it to better use, you should outsource this part of your business to a specialized inbound call center company.

With that said, how to choose a reliable inbound call center company?

Here are some things you should consider.

The reputation of the company

Since the company you outsource your customer service to will represent your business and is a sort of extension of your service, you should only work with reputable providers.

Start by making a list of companies and carefully explore their reputation. It’s recommended to read customer testimonials and reviews to assess their overall reliability and performance. Customers generally prefer to voice their frustration online and these grievances can tell you a lot about a company, so make sure to read all the reviews.

A single negative comment may not be representative of the company’s reputation, but if you see multiple customers complaining about the same thing, it’s a sign you should look for another provider.

The services they offer

You may have distinct needs and require assistance with inbound calls, technical support, telemarketing, accounting, etc. Evaluate which inbound call center company offers the best range of services as some specialize in specific tasks and may not be able to fully support your business.

If you’re just starting, you should choose a company that provides a variety of services and can accommodate your expansion. As such, an outsourcing company that can scale its operations in accordance with your growth is a solid choice and can deliver on your needs without you experiencing any delays.

Experience with your industry

Don’t settle for less. Just because you’re outsourcing a part of your operations to a third-party provider doesn’t mean they shouldn’t do their best in representing your company and working to boost your brand image.

The inbound call center company you choose should have experience in your industry. Since the agents will more easily provide solutions to your customer’s problems, they’ll enable you to boost your overall level of customer service.

Another reason to outsource to a company well-versed in your industry is to ensure they’re familiar with the standards and operating procedures, thus helping you avoid any compliance issues.

Technological capabilities

Technology eliminates all barriers. The same can be said for inbound call center companies that have the means to automate repetitive tasks, allowing them to streamline their operations and provide faster services to their customers.

You may not have the money to acquire the necessary technology, and if you opened an in-house call center you would have to contend with higher upfront costs. Yet, when you outsource your inbound operations to a professional company, your business can benefit from their technology without purchasing anything yourself.

For instance, by working with a third-party company, your customers can benefit from sophisticated tech such as interactive voice response systems, automatic call distribution, and support for multiple communication channels.

Size of the market they cater to

The size of the market you can support has a direct impact on your growth opportunities. This is why you should consider the reach of the inbound call center company you’re looking to hire.

Partnering with a company that can support a wider, more diverse market, allows you to benefit from their experience in different regions. You can also expand your customer base by using their network.

On the other hand, a smaller inbound call center company may offer a lower price, but since they can only cater to a niche market, you may not be able to scale up in the future, which can be detrimental to your overall growth.

The talent they offer

Depending on the circumstances, you may need access to specialized talent. This can significantly enhance the quality of your customer service, thereby saving you valuable resources and potentially magnifying your market reach.

You may not have the means to hire these individuals yourself. Outsourcing your operations means you can achieve your business goals faster at the lowest possible cost.

This is especially true if you need agents that are available in your area. An inbound call center company may allow you to leverage offshore staffing to fill any skill gaps and gain a competitive edge. Most often, offshore agents can deliver faster results, while also allowing you to save money on infrastructure, technology, and equipment. Plus, you can serve a wider market as these agents may also be able to support other regions, domains, and languages.

Your business will also be available 24/7 which can also play a key role in delivering a better customer service experience.

Are you looking for a reliable inbound call center company?

By choosing an inbound call center company based on the factors provided above, you’ll find a reliable call center that can accommodate your needs and help you achieve a higher degree of customer service.

Still don’t know where to start looking?

Maybe Aspen Media is the right choice.

As a professional call center outsourcing company for over thirty years, we have the expertise and the resources to provide you with extraordinary service at an affordable price. Our agents have expertise in multiple industries and are experts at handling all sorts of inbound and outbound calls.

Furthermore, we’ll cooperate with you on a daily basis to learn business-specific information, ascertain your business needs and goals, and most importantly, gain new insight into your products or services.

We’ve supported thousands upon thousands of clients during our years in the business and we can guarantee that you’ll be happy with what we offer too.

If you’re interested, call us at 800-853-2240 or fill out our contact form for more information.