Inbound Call Center

An inbound center is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls and inbound sales.

The services of inbound call centers are designed to handle catalog orders, help desk questions, dealer locations and more. They offer customized services that are designed to meet the requirements of all kinds of businesses. The inbound call center professionals (often referred to as operators, agents, and customer service representatives) process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services in a dedicated environment. They also integrate customer care services, predict customer behavior and take action, while the customers are still on the line. The inbound call centers employ a dedicated team of live operators, account representatives and program managers. Offering 24/7 operator availability for the customers, these call centers provide round-the-clock account management. The team of qualified and trained operators understands the business, products and services and performs to deliver their best. Using advanced telephone service technology and programming, these call centers lay great emphasis on attention to detail in messaging and reporting of all inbound calls.

Inbound call centers offer communication services specifically designed to maximize the efficiency of direct marketing efforts or to be a part of the technical support team of the clients.

Inbound Call Centers offer the following services:

• Skilled, professional, customer support and technical service representatives

• Improved market coverage

• Faster ramp-up, launch, and roll-out of new campaigns

• Rapid response to market conditions

• Account management expertise

• Enhanced reporting capabilities

• Market testing capabilities

The 24/7 services of Inbound Call Centers are comprised of a personalized program, which may include the following:

• Order Processing

• Catalog Orders

• Consumer Response

• Customer Service

• Dealer Locators

• Toll Free Response

• Help Desk

• Direct Mail Response

• Direct TV Response

• Print Media Response

• Website Response

• Seminar Registration

• Answering Service

• Inquiry Handling

• Email Management

• Product Technical Information

• Interactive Voice Response

• Sales Lead Qualification

• Technical Support

• Trade Show Registration