Last decade, Canadian industry was enamored with unified communications- a suite of tools that allowed the average call centre and customer support team the ability to answer calls and respond by email or chat from one application.
Today, those capabilities have become less monolithic. Instead on one service to fit everyone with a proprietary server, there are multiple applications that are available for a range of prices. Most companies will find that by mixing and match based on their requirements, the cloud or mobile applications that they are choosing provide significant return on investment compared to the old model.
Here are some features that inbound call centres can provide your company with:
Whether you choose to work with a call centre in China, Mexico, or Canada, the team that works for you will likely be made up of individuals from different cultures. They can therefore actually help expand your sales and support efforts to more than just one culture. You can leverage this by using your partner’s country as a new market. The net result should be an initial cost savings followed by market awareness and opportunity.
Although most calls are routed through central offices at telephone companies when a land line is used, there are also a lot of calls that get sent through the internet exclusively. So whereas you cannot guarantee that your client at the other end of the call actually has a secure or encrypted connection, you can ensure that your end up to where the call is processed is encrypted.
One way to do that is to ask your answering service or call centre partner to arrange for that level of security. Another way that you can do that is to use a service like Skype and tie it to an existing PBX product that works with Skype, like Skype Call Centre. Skype has such good encryption that the police have had trouble in the past trying to monitor it. It should, therefore, be strong enough for most business conversations that your clients have to be considered trustworthy end-to-end. Moreover, those who use a product like that with their own PBX are able to put together their own support team. The only thing that your workers require is a phone, a computer, and Skype for that to work.
Just because you are working with an inbound call centre, it doesn’t mean that you can’t push for sales like you would with outbound centres. In fact, the conventional wisdom in many industries is that customers that contact inbound call centres are more likely to trust the people that answer the phone to convert them to a sale using useful information. That trust appears to be based on the notion that the client themselves is making the call, not the person answering the phone or e-mail. By working with consultants, you can leverage your call centre to provide you with the best return on investment.
Product customer support is less costly today than it was several years ago because there are fewer expectations by customers. Part of this is because websites are able to provide the average customer with answers that used to be given by a live person. By using an external product support team, you can create more global opportunity for your firm than if you were to keep all your product support in-house. More resources are available at Extend Communications if you would like to learn more.