Inbound call management to deliver outstanding customer service
Whilst advancements in technology have created opportunities for businesses to grow and have enabled consumers to interact with businesses across many platforms, at all hours of the day, not being able to speak to a human to resolve issues when they need to is cited as one of the biggest customer frustrations. Poor customer service can severely impact a business’ bottom line as customers look for companies who they feel value them and their time more.
The last decade has seen a reliance on digital channels such as email and automated messaging services to interact with incoming communications. And it’s easy to see why - it is often impractical to have a dedicated resource for inbound calling when operating costs can be high and when our businesses might have a global reach, crossing time zones. Whilst digital channels certainly have their place in the communication mix, a company that neglects to offer an effective incoming call centre option to their customers where they can speak to a real-life human is missing a fundamental in business. Think about it: how refreshing is it when looking to speak to a business that you can clearly see a telephone number, and with minimum fuss, have it answered in a timely and professional manner?
Our clients know this and that’s why they look to us to support their inbound call centre outsourcing activities. We work with leading brand names to deliver a branded, fully integrated solution to their customers’ needs. Our leading telephony technology enables our clients to deliver a superior level of inbound call management to help them retain and acquire customers.
Real people providing real connections
Working as an extension of your team, we make sure that we fully immerse ourselves in your business to understand your brand ethos, products, services, USPs and processes to respond to your customer queries confidently and accurately, any time of the day, any day of the year. We will deliver a truly exceptional service to your customers and prospects.
Our client based inbound call centre operates 24 hours a day, 365 days a year enabling our clients to cross time zones. We also offer multi-lingual services, where needed. For some clients, we simply filter calls – professionally and politely terminating unsuitable calls – and either redirecting calls to the correct department or person or updating your systems to arrange a call back. Controlaccount will identify the challenges and weaknesses in your existing processes and offer effective solutions to keep your business moving and your customers satisfied. We will work with you to find a bespoke solution to meet the needs of your business – this could be developing a script to work from or a workflow to fully integrate with your own processes.
Our service is flexible to the demands of your organisation: our inbound call management can be switched on and off to manage seasonal fluctuations, overflow of your own telephone systems or to cover staff shortages. We will free up your team so that they can deal with the core business without damaging your brand’s reputation.
Our telephone operators are courteous, professional, and clearly spoken, offering real human connections.
We can help with the following inbound call campaigns:
- Customer service support
- Overflow and out of office
- Seasonal support
- Delivery service updates
- Refunds and returns
- Multi language campaigns
- Charity and fundraising
For a consultation on how we can help your business improves its inbound call management, call 01527 388388 or drop us an email here