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Inbound Call Center Outsourcing

When customers reach out to a business, they create a perfect opportunity for the organization to delight them with incredible service. Allow us to help boost your business processes and customer relationships with inbound call center services that raise customer satisfaction while lowering costs.

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Call Center Operations Made Simple, Exceptional & Affordable

With decades of experience and a vast vendor network, we match businesses with the solution providers to best satisfy their operational needs.

750+

Companies Served

100,000+

Global Agents

30+

Countries

95%

Average CSAT Score

Customer interactions that boost lifetime value

The proof is in our agents’ 95% average CSAT score. Avoid the common pitfalls of high call volumes — overly long wait times, abandoned calls, dissatisfied customers, and so on. We connect businesses with inbound call center agents who are trained and eager to bring a high-quality customer experience to every interaction.

Meanwhile, call center technologies can work to track agent performance and customer satisfaction metrics, so you can watch as processes improve.

Omnichannel communications when and how your customers need them

Market research shows that today’s customers want to be able to reach you anytime, through any method. You need inbound call center solutions that meet customers where they’re at—whether that’s via phone call, text messaging, online chat, or even social media. Our providers’ inbound, omnichannel customer support options make more avenues available for your customers to connect with you.

Cost-Effective Solutions for a Variety of BPO Needs

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Inbound Call Center FAQ

What’s the difference between inbound vs outbound call centers?

Inbound call centers are staffed with customer support specialists who answer the incoming calls of a business or organization. These customer calls typically concern technical support, inbound sales or order processing questions, and customer service questions. Some agents may even support a business’s sales teams by providing pricing information for customers who are interested in purchasing new or additional products/services.

Outbound call centers, on the other hand, are staffed with call center agents who often use dialer automation to initiate outgoing calls with existing or potential customers for telemarketing and lead generation efforts. Outbound call center service examples may include cold-calling to schedule appointments or upsell products.

What does an inbound call center representative do?

Inbound call center representatives focus on answering incoming calls quickly and providing efficient service to customers that dial in. Call centers that utilize Interactive Voice Response (IVR) technology can route specific call types to designated representatives who are experts in that area. Centers that do not utilize IVR technology often provide reps with scripts that provide answers to frequently asked questions.

In this way, inbound call center representatives play an integral role in ensuring customer satisfaction.

What should I look for when outsourcing customer service?

Typically, customers call a company for support services such as assistance booking a flight or hotel room; or for technical support, like help getting a new laptop to connect to the internet. Customers often dial the company’s main customer service phone number and are greeted with an automated Interactive Voice Response message. This message may have the caller dial 1 for English, 2 for Spanish, and so on. IVR menus will vary based on the business and its customers’ needs.

Once the IVR system has collected enough customer information, it will route the caller to the appropriate help desk or tech support team within the contact center. At this point, the caller will likely speak with a live agent for help.

This type of inbound calling process is common and works to ensure that callers receive prompt service by routing their call directly to the agent who can help them the fastest.

How do call center technologies support customer needs?

In addition to IVR technology that routes callers to the correct agent as quickly as possible, our inbound call center partners also utilize customer relationship management (CRM) systems that can track and identify individual customers, allowing agents to view previous call history, quickly understand customer needs, and provide personalized service.

Additional CRM integrations, like ticketing and routing software, log current customer call details within CRM call center software and enable other agents or support specialists to access and assist in providing efficient solutions ... all without dropping the call or sacrificing customer service quality.

Where are inbound call centers located?

Inbound call centers can be found all over the world, with different locations offering different strengths, depending on what a business needs. In the TDSGS network, we have partners with inbound call centers in South Africa (outsourcing in Cape Town and Johannesburg has become tremendously popular), the Philippines and other Asia Pacific countries, Latin America, and more.

Nearshore call centers are based in the same or similar time zone as the headquarters of the organization that contracts their services. Offshore call centers can include any location that’s in a different country than that of the business’s headquarters. Both of these types of call centers offer inbound call center services.

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