Contact centers handle incoming and outgoing phone calls with a team of agents (or advisors). These centers help businesses with customer support, telemarketing, market research, handling queries, and much more. Moreover, the agents help with company image as they resolve issues to create a happier, stronger customer base.
KPI Connect Solutions Inc. was founded in 1994 and became an award-winning contact center. As a contact center, we not only handle phone calls but also live chats, emails, messaging, etcetera. We find that having more methods of communication allows us to be a deeply involved part of your business and more helpful for your clients. Furthermore, we have both inbound and outbound abilities.
Below, we will discuss the difference between inbound and outbound communication, benefits of hiring an outsourced contact center, and how we handle the common concerns for outsourcing a call center.
Inbound vs Outbound Contact Centers
The purpose of an inbound call center is to handle calls that are incoming to an organization or business. Often, these calls come from existing customers who have questions or are experiencing issues with products or services. New customers who may want to place an order are also considered inbound callers.
However, inbound call centers also work on dispatch services, help desk services, and order processing. Their role is much larger than simply answering phone calls.
Outbound call center agents mainly make outgoing phone calls to potential customers as well as existing customers. They may be reminding individuals of appointments, telemarketing, composing market research and survey outreach, doing post-sale follow ups or charity fundraising.
Outbound agents are able to engage the prospect, make clients feel valued and get the people they are calling interested and involved.
Benefits of Outsourcing Your Contact Center
We are a bigger industry than many may believe. According to IBISWorld, the market size of the telemarketing and call center industry is $1.6 billion. Why so large? Possibly because there are many advantages to hiring a contact center for your business.
First of all, we can help you reduce your costs and save company time. In saving full-time employees from having to answer calls, they are able to focus on other tasks.
Secondly, contact centers will improve your business image and greatly help with customer service. The team of agents within the center go through extensive customer service training. Moreover, taking care of the customer is our main and most important goal– they receive our full attention.
By helping the image and reputation of a business, we are able to help improve the profitability and give staff relief.
Lastly, we do extensive call analysis. Through our analysis, we are able to monitor data and ensure the quality, availability, and connection of our calls. We want to make sure that there are no problems for the customers. If their call is pleasant and the person they speak to is helpful, the client will return.
Outbound calling services are also great for generating leads and qualification. By reaching out to prospects, agents can generate a more authentic connection through direct communication.
Concerns Regarding Contact Centers
As with anything, there are pros and cons. Below are a few of the concerns that come with call centers, and how we at KPI Connect can put your mind at ease.
Will they have knowledge of my industry?
Call centers with multiple clients do not normally specialize in one specific industry. You need individuals who know your company and can answer your customer’s clients accurately. One of the main goals of KPI Connect is to become an extension of your company. We work hard to fully familiarize ourselves with your business, goals, and needs. Furthermore, we have over 125 clients and 26 years of experience, meaning that we have a very well-rounded and knowledgeable team.
Will I still have control if I outsource my contact center?
When individuals outsource, especially if they have never outsourced before, they can feel as though they’ve lost control of their business. Indeed, trusting somebody else to handle your customer service is daunting! You don’t want to spend large amounts of your time with close supervision, because then what would be the point of hiring a contact center at all?
KPI Connect has great testimonials from our many customers. We showcase our results and work to collaborate with you so we can relieve any stress or doubts you may have.
Can I get the same business feedback?
With an in-house team, you might feel that the valuable information stemming from your customer service is closer. Customers change their minds all the time and so your business must make certain adjustments and changes to keep up. You may hold the belief that an outsourced contact center is unable to give you the same in-depth information.
As we previously stated, KPI Connect always works to collaborate with our clients. Our goal is to provide a more satisfying experience for the customer and enhance customer relations. By working beyond normal business hours, we have the chance to help your clients much later than an in-house team can. Additionally, we are strong believers in communication so we will give you all the information you require.
Summary
Both inbound and outbound contact centers have their specialties and benefits. You can reduce business costs, save employees time, improve the company reputation, and generate great leads. While some individuals may be concerned about the company having adequate industry knowledge, losing control, and receiving the same quality of feedback from customers, KPI Connect works hard to counteract these concerns.
As both an inbound and outbound contact center, KPI Connect has no limits as to what we can do for your company.
KPI Connect Solutions Inc.
The KPI philosophy is three words: collaborate, communicate and connect. Along with understanding your business, we want to become an extension of the company. Our innovative efforts allow us to produce great results and long-lasting relationships. We help many different companies of all sizes, and we feel confident that we can help your business too! Regardless if you need improvement on customer service, profit, or productivity, we can help you reach your goals.
Our English and French-speaking company has a wide variety of services: outsourced customer care, inbound customer support, product support, overflow services, scheduled appointments, back office support, and claims or complaints.
Contact us if you are in need of assistance. We always look forward to working with new clients and helping solve company issues!
