subject: Inbound call centers - The best way for customer support [print this page] Inbound call centers - The best way for customer support
Call centers are known or rather infamous for their outbound calling operations. Telemarketing, bill collection, market research etc. are operation of outbound call centers. Most big multinational companies are using them to help their business.
Inbound call centers, on the other hand, are used by companies to provide better customer care services to customers. In bound call centers are a new phenomenon in comparison to outbound call centers, but it is equally, if not more, important. Unlike outbound call centers, companies use them to provide a communication passage to their customers, which they can use to make requests and complaints about the products and services, place orders and find technical support.
In bound call center provide two kinds of services: Voice process and non-voice process. In voice process, customers use phones to communicate with the call center. This is the most widely used form of inbound call centers and because of the convenience; it is also a favorite among users.
It is the best option when:
1. The customer needs immediate support.
2. He needs urgent clarification of something.
3. He needs to file a complaint about the product and service, but doesn't require to send any detailed specifications or documents regarding it.
But there are some situations where voice process cannot provide the maximum help. Many times, customers find it hard to explain their request or have to send some data in support of their claim. For such situations, non-voice Inbound call centers are perfect.
Non-voice process includes emailing and instant messaging. Customers can email their queries along with all the required details to the call center. A dedicated representative at the call center receives the mail and replies with appropriate answer. He or she can also send related receipts, documents, pictures or proof, if any.
It is the best option when:
1. A detailed explanation is required.
2. Copies of documents and receipts are required to be shared.
3. There is not an immediate need for a reply and the customer can wait for few hours.
Just like email, instant messaging is also used in non-voice call centers. Companies provide instant messaging application on their website, which is used by the customers to communicate any complaints, requests or comment regarding the company and its products and services. Instant messaging is a relatively new addition to the field of customer support, but it fast becoming a popular option. It is a fast and practical way to ensure fast written communication.
It is the best option when:
1. The customer is unable to talk on phone.
2. He needs written clarification, but doesn't want to wait for an email.
3. The customer is not very fluent in speaking or understanding the language of communication.
In short, inbound call centers provide an option for almost any kind of problem that might occur with a customer. These are the best way to make your customers believe that you value their opinion.
