In this digital era, being a customer is a pleasure, as the internet provides customers with various options for determining what they prefer. It also implies that competition in the business world is more intense than ever, as customers have more options to purchase products and services. Therefore, customer service is one of the essential components of a successful business. The customer satisfaction experience will increase their trust and loyalty to the business. Therefore, businesses need to understand the appropriate customer service strategies, including the use of inbound and outbound call services.

Inbound Call Service

Inbound calls are a type of customer service in which customers call the contact center to inquire about products or services, resolve issues, or lodge complaints. Each inbound call has a different number of calls, depending on the customer’s call. Inbound calls always provide solutions and assist customers with payment and booking activities. Inbound calls can also increase a business’s sales through interactions with customers.

Outbound Call Service

Outbound calls are a type of call service a company provides to its customers to achieve certain business objectives. Outbound calls aim to promote sales and acquire new customers, thereby enhancing customer service and business sales. Outbound calls are more proactive than inbound calls, as the marketing department handles customer service for outbound calls. Typically, these calls aim to follow up on service issues or inform customers of new products or policy changes.

Inbound Call vs Outbound Call

The definitions of the two distinct customer services result in differences between them. Beginning with the customer service process, the functions of the two services are described. The type of call can determine the difference between inbound and outbound customer service calls.

Inbound call services receive various types of incoming calls, which typically fall into the two categories described below:

1. Customer Service

This service is provided when a client calls with a question, a problem, or to manage their account.

2. Incoming Sales

Not infrequently, potential customers who call contact center agents are inquiring about products and services. If this occurs, the call is classified as “incoming sales,” and the contact center agent may seize the opportunity.

Meanwhile, outbound call services concentrate more on sales and outgoing calls. These calls typically fall into one of the two categories below:

1. Cold Call: This call involves contacting potential customers who have never interacted with a business agent. This first interaction can end well but can end badly. It relies on the constancy of a business contact center agent to offer products and services.
2. Warm Call: This follow-up call received a positive response previously. Warm call refers to contacting leads who have expressed interest in the business’s products or services. Because customers are already anticipating calls, these calls are typically well-received; consequently, the outcome has a greater likelihood.

That is the difference between inbound and outbound customer service calls. By understanding the differences between the two, your company can provide the appropriate customer service to contribute to your company’s success. MitraComm Ekasarana, a subsidiary of Phintraco Group with three business units, is available to enhance customer communication services. In addition, MitraComm Business Process Services (MBPS) offers Outbound Call service solutions as part of the Transactional Process Outsourcing service, which helps businesses create new customer opportunities that can increase sales of business products or services.

Contact us at marketing@phintraco.com for more detailed information about outbound call services solutions.

Visit for more information:

https://www.mitracomm.com/

https://mbps.mitracomm.com/

A business, regardless of size, must have customer service to serve its customers. In large enterprises, customer services are also referred to as contact centers because they serve as the hub of customer communication via all available channels. The maximum utilization of contact centers will result in a high sales potential. In addition, companies can use outbound call services to increase sales by reaching consumers. What exactly are outbound call services? Let’s discuss it in more detail.

Outbound Call Services

Generally, contact centers are used to handle incoming calls from the customer to the waiting agents. Outbound Call Services is a call service from contact center agents to customers on behalf of a business or company. Outbound calls generally focus on sales, lead generation, and telemarketing with potential customers. Existing customers can also be contacted via outbound calls for update services, database updates, credit billing, market research, or to request service feedback to improve service.

3 Top Outbound Call Service Strategies

From the customer’s perspective, outbound call services can sometimes be annoying. Even though outbound call services can be one of the best channels for quickly and precisely acquiring customers. Here are the top three strategies for ensuring that outbound call services run smoothly and benefit the company:

1. Predictive dialing

This call system automatically dials outgoing calls, so the agent is only on the line when someone answers. These predictive calls will efficiently save time for agents. In addition, this technology allows contact centers to make a large number of outgoing calls in a short period of time.

2. Speaking without a script

Potential customers are frequently irritated by unlisted phone numbers on their mobile devices. Therefore, contact center representatives must initiate phone conversations with intelligence to counteract this negative viewpoint. Allow your contact center agent to personalize the call so that customers are not irritated by this outbound call.

3. One agent handles outbound and inbound

Agents in contact centers are renowned for their stressful work environments. In order to be able to handle this, it may be necessary to assign a contact center agent who can make both inbound and outbound calls, depending on the call volume. In addition, your contact center agent will be able to swap linguistic styles and reduce stress when interacting with various customers.

Utilize these strategies to create a successful outbound call strategy. You can also collaborate with MitraComm Ekasarana Business Process to Transactional Process Outsourcing and implement the most effective Outbound Call Services. Mitracomm Ekasarana Business Process (MBPS) is one of Mitracomm Ekasarana‘s business units. Mitracomm Ekasarana is a subsidiary of Phintraco Group. MBPS has served businesses for over 15 years, providing the best outsourcing contact center for businesses in various industries.

Contact us at marketing@phintraco.com to learn more about Mitracomm Ekasarana Business Process or MBPS Transactional Process Outsourcing.

Visit:

https://mbps.mitracomm.com/

https://www.mitracomm.com/

The company’s reputation depends on customer satisfaction with the company’s services. Customers usually evaluate a company’s quality by comparing the services they get and what they want. The company’s job to understand the standards of customer expectations is only halfway through the actual effort to do. Other things that are also significant are meeting those expectations and passing the evaluation through the contact center as the company front line. This article will discuss the criteria for evaluating customer service and how companies can elevate customer satisfaction through the contact center.

Customer Satisfaction Evaluation Criteria

According to a study conducted by MIT Sloan, there are some criteria that customers take as an indicator of their satisfaction evaluation towards the services provided by the company through the contact center. Here are 3 of them:

1.    Reliability

When contacting the contact center, the customer expects the agent to provide the right and straightforward solution to the problem. In this process, customers will evaluate the ability of contact center agents to provide services and solutions consistently and accurately according to their needs.

2.    Responsiveness

Responsiveness evaluated by customers is the willingness and commitment shown by the contact center in helping customers. Besides this criterion, customers also expect contact center agents to provide services quickly.

3.    Empathy

Empathy has an important role in the relationship between a company and its customers. When a contact center agent can show genuine empathy for a customer, it will help reassure them that they have been heard and a solution will be provided immediately.

Use Business Process Services Solution to Elevating Customer Satisfaction

The company must provide qualified contact center agents who meet the criteria above and successfully pass the evaluation of customer satisfaction. Unfortunately, many companies find it challenging to find and employ qualified human resources. For this reason, companies need outsourcing services from a Business Process Services (BPS) service provider that also provides contact center agents outsourcing and various valuable training. Contact center outsourcing offers many benefits for companies; one of them is elevating customer satisfaction. Maximum results will also be obtained if BPS provider companies offer value-added services.

Trust MitraComm Business Process Services

Choosing a BPS service provider company is not easy. There are several things that must be considered to get a qualified and experienced company. MitraComm Ekasarana is a subsidiary of Phintraco Group that provides BPS services through one of its business units, MitraComm Business Process Services (MBPS). With approximately 15 years of experience, MBPS has collaborated with many corporate partners to provide various solutions and services related to BPS. Entrust your company to MBPS to elevate customer satisfaction and the company’s business processes efficiency, especially in the contact center.

Contact us through marketing@phintraco.com to get more comprehensive information about the Business Process Services provided by MitraComm Ekasarana.

Reference:

https://sloanreview.mit.edu/article/five-imperatives-for-improving-service-quality/