Inbound call handling – Don’t confuse it with sales
Often, businesses can be reluctant to use services like an outsourced call centre.
The reputation of overseas call centres has made some companies concerned about customer service, while others simply associate outsourced call centres with nuisance calls, PPI claims and PVC windows.
The reality is though, there are a number of UK call centres that specialise in inbound call handling that are perfectly placed to support growing small businesses.
The services these outsourced call centres provide couldn’t be further from the world of nuisance calls and PPI claims.
So let’s take a look at the world of inbound call handling.
What are inbound calls?
Calls that are initiated by existing or potential customers are called inbound calls.
A contact centre usually handles inbound calls, where agents respond and resolve the situation. Based on the nature of the business, these calls can be taken either manually or automatically.
Inbound calls can be handled in a variety of ways: live agents, IVR (interactive voice response) systems, and chatbots.
Inbound calls are a great way for businesses to engage with customers and for customers to get help with their problems. They can also be used to gather information about current customers, which can be used for marketing purposes and improvements.
Why inbound is different
So how exactly is inbound call handling different than sales or outbound calls?
Inbound call handling is all about providing the best journey for the customer.
At alldayPA for example, we use an intelligent skills routing matrix to direct every call that comes in to an available PA with a relevant skillset.
We prioritise strong customer service backgrounds when we recruit PAs which means everyone taking calls for our clients is a customer service expert.
The PA’s taking the calls are never targeted on speed and instead are targeted on quality and providing the best outcomes for the caller.
By choosing to prioritise factors such as these, we have a created a service that provides an excellent experience for inbound callers; one that doesn’t pressure them with sales tactics or trying to push them further down the funnel.
We find that this is the best way to engage with your callers and build your brand reputation as a business that is helpful, considerate, and personal.
The role of a customer service inbound call centre
The role of a customer service inbound call centre is to provide assistance to customers who are having problems with their products or services. The customer service representative will try to resolve the issue by either giving the customer instructions on how to fix the problem themselves or by passing them along to someone who can help them further.
There are many uses for an inbound call centre. Here’s a look at some common services provided by dedicated call handling teams:
Sales support: This is a popular method of customer service in e-commerce. Sales support usually involves the customer service representatives answering questions about a company’s products, services and prices. In many cases, sales support agents will also be able to book appointments for in-person sales visits or answer questions from customers who want to buy something online.
Complaints handling: A customer service representative will usually be able to handle any issues that might arise regarding quality or faultiness of a product or service. They can also handle any issues with billing or delivery delays. An inbound call centre might take all the details of the call to transfer to a delegated complaints and disputes team.
Technical support and troubleshooting: If a customer experiences technical issues with their product or service and it requires fixing, a technical support representative can often offer a fix over the phone (or sometimes via video chat).
Payment assistance: Inbound call agents provide an excellent opportunity for customers to complete their purchases over the phone. This is especially true for customers who are looking for a quick and easy way to buy something. If a customer is ready to make a purchase but is still unsure about what they want, inbound call agents can help them with any questions or concerns that they might have.
Don’t confuse inbound call handling with sales
So why is it so important to make a distinction between inbound call handling and sales?
After all, businesses need to sell to remain profitable, right?
You need to make the distinction between inbound call handling and sales because not every caller will be ready to buy.
If you start pushing your products as soon as you pick up the phone someone who is just doing research might be put off.
Also, some callers might not even be interested in buying – they could be looking for customer service. If you’re set up to focus on sales, anyone with a customer service enquiry is going to have a difficult time getting their issue resolved.
By prioritising inbound call handling and customer experience, you make sure that everyone who phones in to your business gets the outcome they want; if they are ready to buy the call can be transferred to the sales team who will take it from there.
If you confuse inbound call handling with sales you risk losing business and getting a bad reputation.
5 reasons why you should use a call handling service to manage your inbound calls
If you’re running a business, you know that the most important thing is to provide the best service possible to your customers. This means having a good phone system in place, but it also means making sure you have enough staff to attend to all incoming calls.
However, this can be expensive and time consuming. At alldayPA, we provide a call handling service that makes sure your customers are always greeted by a friendly voice who can help them with whatever they need.
Here are five reasons why you should choose to outsource your customer service to a call handling service provider like alldayPA:
1. It’s more cost effective
Unlike hiring an employee or buying software, using a call handling service is more affordable. This is because your call handling package will likely work out much cheaper than paying individual salaries. You also won’t have to pay for training or equipment, which means you can save money on both ends. By reducing costs on overheads, you can inject money into other budgets to help your business grow.
2. It saves time and reduces workload internally
If you’re a small business owner, you know how overwhelming it can be to manage the day-to-day operations of your company. That’s why you want to focus on what’s important, like growing your revenue and making sure customers are happy – instead of answering phone calls all day long.
A call handling service allows you to focus on what matters most in your business while still giving customers the attention they deserve. The service will take care of all your inbound calls so that you can stay focused on keeping your business ticking along.
3. It allows you to provide a higher level of customer service
An inbound call answering team is highly trained to deliver high-quality customer service. You’ll get a team of trained, skilled individuals that understand the importance of customer experience.
A good call handling service will help ensure that every customer has a successful experience when they reach out to you by phone – and that means they’re more likely to come back for more!
4. It maximises the productivity of your in-house employees
A large call volume can often result in distractions for employees that are trying to complete other tasks. Having a dedicated team to answer phone calls and live chat messages means that your in-house employees are no longer having to focus on taking calls.
5. It’s easy to set up and use
Setting up a call handling service is simple: all you need is a phone number (or numbers) and an internet connection. Once it’s set up, all incoming calls are routed through the call handling service so that you never miss an important call again. A telephone answering service like alldayPA can even reroute calls to your mobile through a bespoke app!
Let’s tackle your inbound calls together – Hire our call handling company today
At alldayPA, we believe that having your call answered by a professional is important. After all, what are inbound calls but opportunities to further satisfy customers and win more business. That’s why our agents are available during business hours to answer your calls with professionalism, patience, and knowledge.
We know that you’re busy running your business, and we want to help make things easier for you. Our agents are ready to answer your calls when you’re not and provide solutions for any challenges that might arise.
When you’re ready to get started, just give us a call. We’ll set up an appointment for an assessment of our services, and we’ll be waiting by the phone when you’re ready to get started!
Find out more about inbound call handling
At alldayPA, we’re inbound call handling specialists. If you want to know more about inbound call handing or outsourced call centres in general, check out our outsourced call centre page .