Many corporations have outsourced their inbound call center operations to third-party providers. This is nothing new to most business process outsourcing industries.
They do it to focus on their core competencies while outsourcing the day-to-day operational challenges to experts.
Call center services have always been one of the most outsourced services. As for businesses, establishing a call center is time-consuming, it involves a lot of planning, and it is very expensive.
However, with inbound call center outsourcing, you can save costs.
This is why the majority of companies hire a third-party provider to perform outbound or inbound call center outsourcing.
Despite the significance of call centers, businesses today are obliged to provide omnichannel services.
Call centers are considered a traditional way of performing customer service and support; despite this, contact centers now still carry out phone calls, perform cold calls, and do phone surveys.
In terms of omnichannel services, contact centers make use of various communication channels to attend to customers.
These communication channels include social media, text SMS, web chat, outbound calls, interactive voice response, inbound calls, and more.
But going back to call centers, it is generally built for the following sectors:
- Customer services
- Technical support
- Sales purposes
Its daily operations are performed through inbound calls, outbound calls, or a hybrid of the two. As for inbound call center services, note that it goes beyond handling incoming calls.
These service providers can also help you with other marketing, and customer relationship management (CRM) functions to ensure a better brand reputation, increase sales, reduce costs, and improve customer satisfaction.
Inbound call center outsourcing services then and now
Call centers in general, are required to handle huge volumes of phone calls daily.
In order for call centers to be fully functional, especially in performing inbound calls, it has to be equipped with the latest technology and tools.
For decades, different companies from across the globe have been tapping into outsourcing for their call center functions.
During the early 1990s, call center outsourcing providers entailed voice-based processes, especially inbound call center outsourcing.
This includes setting up, hiring, training, and supporting organizations to manage good quality customer service. While processes have surely evolved, they still apply now.
However, as we mentioned earlier, aside from inbound call service, customer service and tech support in our modern world have been modified — all these are outcomes of continuous innovations in technology.
Most call center outsourcing companies these days utilize cloud-based software that grants agents access to perform their tasks anywhere.
On the users’ end, all they need is their smartphones and the internet to reach out for customer support.
When outsourcing your inbound call center, “cheap” is not the first word that comes to mind.
Instead, when you choose your outsourcing partner, make sure you pick a service provider with a strong reputation, dedicated agents, and exceptional customer service.
Roles of an inbound call center agent
Inbound call center agents also have different roles and responsibilities aside from answering incoming calls.
Inbound call center agents can also serve the following purposes:
- Technical support. Tech support agents are usually specialists that are working with technological companies. They assist callers with technical services and support needs.
- Collection. Inbound call center agents can also do collection calls or follow up with customers regarding their debts.
- Order processing. In order processing, agents make sure that customers who avail the company’s products or services are processed quickly, easily, and effectively.
- Reservation service. As for the term itself, this is for customers that are looking to easily book a reservation. Whether it is a hotel, travel, or doctor’s appointment – an inbound call center commonly works with several industries.
Note that there is no required academic degree to become an inbound call center agent. Most companies hire qualified applicants with high-school diplomas and relevant certificates.
Offshoring inbound call center solutions in the Philippines
Inbound call center outsourcing is a great way to make sure that your business is always ready to take inbound calls. But where do you get the best inbound call center outsourcing services from?
In terms of offshoring call centers, the Philippines is one country that usually comes to mind, especially with foreign business leaders.
This is due to the fact that the country has been the top offshoring destination for decades.
As a matter of fact, in business process outsourcing (BPO) services in the Philippines, call center roles are on the top of the list.
Why do you think foreign companies are highly drawn to offshoring their inbound call center services to the country?
High literacy rate
The country has a very high literacy rate averaging 97.9%. To support this claim, the Philippines is also one of the leading countries with the highest population of people who are proficient in the English language.
Further, Filipinos have a neutral accent which makes it easier for them to be understood by customers around the world.
The Philippines is heavily influenced by Western culture, making it easier for call center agents to engage and build a rapport with western callers.
In addition, Filipinos are known for their friendliness and hospitality.
Professionally, the Philippines produces very hard-working employees who are willing to go above and beyond – always.
Lastly, as a developing country, offshoring in the Philippines allows foreign companies to operate and expand their operations while massively reducing costs.
Global BPO firms like SixEleven BPO can help you save on employment costs without having to sacrifice the quality of your inbound call center services.
Outbound vs. an inbound call center
Call centers are classified into two categories of offered services; outbound and inbound.
Inbound call centers are designed for agents that handle customer calls and answer customer service inquiries.
Also, inbound call centers handle frustrated and irate customers that seek to report issues and find immediate solutions to their problems.
Outbound call centers, on the other hand, are used for obtaining personal information or testimonies from prospects or clients.
Additionally, outbound call centers is the call center sector where agents are the ones performing outgoing calls to reach out to prospective customers or target leads.
Outbound call center agents may also perform services like telemarketers, information gathering, lead generation, and more.