What types of inbound calls can be outsourced?

Outsourcing inbound calls has become an essential solution for businesses looking to optimise their customer relationships. By entrusting this task to a specialised contact centre, companies benefit not only from more efficient management but also from increased flexibility and customisation. Outsourcing call centres can significantly reduce costs while improving service quality. This article explores the reasons behind outsourcing inbound calls and the types of calls that can be handled by call centres.

Why outsource inbound calls?

Outsourcing inbound calls offers several significant advantages for businesses:

• Cost reduction: Savings on expenses related to hiring, training, and managing internal staff.
• Flexibility: Multi-channel call management (phone, email, chat, etc.) to adapt to specific needs.
• Improved service quality: Professional and prompt customer support.
• Advanced technology: Integration of CRM, cloud, and artificial intelligence tools to optimise customer relationships.
• Scalability: Ability to handle peak activity without compromising service quality.
• Time saving: Freeing up internal resources to focus on higher-value activities.
• Customisation: Tailored services to meet the specific needs of each company, with customised solutions.

What types of inbound calls can be outsourced?

Outsourcing inbound calls encompasses a wide range of services that can be handled by an external call centre. Each company has unique needs and can choose to outsource specific types of calls to optimise customer relations and save time. Here are the primary types of calls that can be outsourced.

Customer Service

Outsourcing customer service is one of the most common practices. It involves responding to customer inquiries, providing advice, and assisting with issues. This includes handling questions, product or service information, and quickly resolving problems. By outsourcing customer service, businesses ensure ongoing support, enhancing their brand image and service quality.

After-Sales Service

After-sales service (ASS) is among the types of inbound calls that can be outsourced. It involves managing claims, product returns, and repair or replacement requests. Outsourcing ASS enables businesses to provide quick and efficient support, using tools like CRM to track each case in real time. This not only reduces costs but also improves service quality by offering a better post-purchase experience for customers.

While often associated with e-commerce, outsourced ASS is applicable to all industries. Whether in real estate, banking, or healthcare, companies can delegate incoming calls to a specialised provider. The services offered can vary significantly by industry: consulting, delivery, troubleshooting, etc.

Telesecretarial services

Telesecretarial services allow businesses to outsource the management of appointments, administrative calls, and other secretarial tasks. By choosing a contact centre, companies benefit from personalised telephone reception while freeing up time to focus on their core business. Outsourcing telesecretarial services offers increased flexibility and customisation, ensuring service continuity.

Telesecretarial services can be specialised (medical, legal, etc.) to meet the specific needs of each industry. However, the fundamental tasks of a telesecretary remain the same: managing calendars, scheduling appointments, filtering calls, and taking messages.

Order taking

Traditionally, orders were taken through outbound calls initiated by sales representatives. However, increasingly, companies receive inbound calls from customers interested in their products or services. These calls are generally handled by call centre agents specifically trained to qualify leads and close sales.

By entrusting this task to a call centre, businesses can offer customers a seamless and efficient way to place orders, check product availability, and process payments. This outsourced management improves service quality and optimises customer relations by avoiding lengthy wait times.

Complaint management

Complaint management is a crucial component of customer relations that can be easily outsourced. A specialised contact centre can handle complaints professionally, empathetically, and quickly, while tracking each case with advanced tools like CRM.

Outsourcing complaint management allows businesses to better handle negative feedback while maintaining a trusting relationship with their customers. It also contributes to cost reduction and improved service quality.

Technical support

Customer support and technical support are two distinct services. The former handles general customer inquiries, while the latter specifically addresses technical issues related to a product.

Technical support is often part of outsourced inbound calls, especially for companies with complex technological offerings. Specialised call centres can handle troubleshooting requests, user assistance, and technical problem resolution.

Through the use of advanced technologies like cloud and artificial intelligence, businesses can offer more responsive and professional support, ensuring greater customer satisfaction and operational flexibility.

How to select the best inbound call outsourcing service?

Outsourcing your inbound calls to a specialised provider is a strategic decision. It’s essential to choose a call centre that offers proven expertise and in-depth knowledge of your industry. Opt for a contact centre capable of providing tailored solutions to meet your specific needs, whether it’s customer service, technical support, or order taking. Ensure that your provider has access to modern technologies such as CRM, cloud, and artificial intelligence to guarantee smooth and efficient call management.

By selecting a trusted provider, you not only gain time and reduce costs but also improve service quality. Your partner should offer flexibility and the ability to handle peak activity while ensuring a flawless customer experience.

ProContact, your inbound call outsourcing expert

Our contact centre provides you with a team of experts and powerful tools to effectively manage all your inbound calls. Whether you need standard customer service, advanced technical support, or customised complaint management, we offer solutions tailored to your specific requirements. Increase your productivity and enhance customer satisfaction with our expertise. Contact us today to learn how we can improve your customer relationships.