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In the business world, nothing is more valuable than customers. There should be no doubts regarding this because a robust customer base always leads to an enhanced level of business growth.
Now, the question that comes to mind is, ‘How can you keep customer loyalty and trust for ages?’ Put simply, it is by providing impeccable products and scintillating support services, wherein an inbound call center can help.
Customarily, SMEs don’t give much attention to customer service operations as they are majorly focused on manufacturing products rather than delivering services. By virtue of this, their business falls like ninepins in the later stages. In a nutshell, the quality of customer service and business longevity go hand in hand.
"If you don't take care of your customer, your competitor will."
Go4customer, an epitomic inbound call center service provider in UK, has been taking care of customer support operations for prestigious clients since 2001. Believe it or not, we have always delivered more than expectations, therefore, we have been enjoying strong relationships with our clients.
So, if you are an enterprise owner and want your business to flourish, avail Go4customers’ inbound call center services without wasting a second more of your precious time.
Just pay heed to the points given below, and you will know why growing corporations should join hands with an established inbound call center of UK:
Living up to customer expectations during support interactions is the only way to keep inbound call center credibility secured. When the question of improving business growth comes up, it is vitally important to surpass all the expectations and give splendid service experience to customers.
To make this happen, resources like ‘A throng of deft customer service agents,’ ‘avant-garde technology,’ ‘good infrastructure,’ etc. are paramount to have. This is where the prominence of inbound call centers soars, as they have all these resources at their disposal. And the icing on the cake is their vast industrial experience, which guarantees a seamless delivery of best-in-class solutions.
Thinking about call centre outsourcing? You can choose Go4customer to handle all your customer service operations.
In this day and age, where companies want to outshine each other in terms of growth, it is paramount to retain maximum customers. It could be the ‘X-factor’ because strong customer relationships always pave a way for phenomenal business growth.
You can expect customers to stay loyal to your brand as long as they are getting amazing support service experience. That’s the main reason why global companies avail customer care services from prestigious inbound call centers.
Usually, customers don’t like to switch frequently from one brand to another. However, when they don’t get satisfactory resolutions on time, no other option is left for them except leaving. Besides high customer turnover, negative WOM (word-of-mouth) increases, which acts as a bad after effect, and results in a tougher customer acquisition process.
So, if you are running a company and want your customers to stick to your business, outsource to inbound call center ASAP. For the same, you can join hands with Go4customer.
Indeed, operating the customer service department with flying colours is instrumental to improve business growth. But at the same time, keeping the focus on core business functions is also fundamental to gain the upper hand on competitors. The pressure of doing both these tasks simultaneously and effectively can drive business owners up the wall.
At this juncture, inbound call centers come into the picture, as they can easily take care of customer service operations. This signifies there will be no more distractions, which consequently secures ample time for honing core competencies.
Being an owner, if you want to stay away from unnecessary distractions in the contemplation of gaining competitive advantage, there are many BPOs that offer you scintillating customer care services.
Excellent customer service demands accessibility and companies either adopt or structure a call centre for the same. Inbound call centre plays a significant role in simplifying customer support with the latest technologies and assuring supreme customer satisfaction with stupendous services. Outsourcing to receive inbound support, companies get professional reps who continuously follow up with the customers and be available 24X7 at their service. Such outstanding services help to augment and maintain brand name forever with enriched satisfaction levels!
We all very well know the significance of call centres and their prominence in delivering immaculate services. However, amid a bunch of services delivered by call centre companies, why is inbound call centre services in so much pomp and show? Both inbound/outbound customer support services have their own significance and to maintain supreme customer satisfaction, agent support is imperative.
To check whether the call centre can satisfy customers, some KPIs help to decide where the service is going the correct way!
1. First Call Resolution (FCR)
Companies take outsourced inbound call centre service with the aim of enhancing services to the customer. However, it is significant to check whether the services reaching the customer are enhancing satisfaction levels appropriately!
Since by outsourcing to inbound call centres, companies receive a team of professionals to answer the clients’ calls 24X7, thus companies consider outsourcing, as it is cost-effective, and ensures supreme customer satisfaction too.
With a reliable inbound call centre, first call resolution does not remain to be a dream, as the partner takes care of all the incoming calls and answering each with patience. For the companies living in the delusion that outsourcing is not effective, understanding the significance of first call resolution and how outsourced agents can get it better is significant.
Inbound call centre providers run for improving FCR rates, as not paying heed to it can diminish brand image increasing negative WOM consideration. Maintaining first call resolution is only possible with a team of experts in-house or a team of outsourced professionals. Maintaining it is highly significant for enhancing the call centre KPIs, thus a regular check can help.
2. Work Time Post-Call
Inbound call centres keep a check on the agents’ average work time post a call. Since it is hard to maintain customers’ data and get it updated in the database on time, thus outsourcing to a team of experts is crucial.
To augment service to the customer, identifying the KPI of “Average after call work time” is significant. With the help of this inbound call centre KPI, call centres can ask their agents to reduce work time post call as customer data handling needs to be simplified while the call is on. In the end, updating databases, sending emails, etc. eventually augments satisfaction levels when done on time.
3. Customer Satisfaction
Amid the top inbound call centre KPIs, customer satisfaction is highly significant. The key performance indicator for a known call centre is customer satisfaction, thus considering boosted experience levels is vital.
74% of the customers switch to another brand post an unpleasant involvement with the business. Thus, call support agents are trained to attract more customers and are explained the tips to maintain customer satisfaction.
Agents can influence even the toughest customers through various methods. Thus choosing services from inbound call centre India is a great option, as they have experienced agents who can handle rising call volumes easily.
4. Staff Attrition
Discussing the KPIs of an inbound call centre, staff turnover rate plays a significant role. When the agent turnover rate increases, it highlights the employee dissatisfaction from the business and that the call centre needs to re-think over its services.
It is not a good indication if agents flee consecutively. Since agents are the pillars of a good call centre, thus maintaining their interest is indispensable for the business.
To augment performance, inbound call centres should always try to diminish agent turnover rate to the lowest.
5. Call Waiting
The average time a customer waits to get her/his call answered is another significant factor that decides performance levels. Customer experience is supreme and any threat to the same can result in a negative impact of the call centres’ image.
The lower the call wait times is the better the call centres’ performance. Call abandonment is also an important metric and a check on the same decides enhanced inbound call centre KPIs.
6. Customer Churn Rate
Calculating the loyal partners of the inbound call centre following the partners’ that left is churn rate/customer retention rate.
To calculate the same, companies can subtract the present partners in a month to those who have recently joined. The data can be differentiated monthly. The churn rate easily decides whether the business was able to maintain customer satisfaction or not.
If the churn rate is high, it means the inbound call centre agents were unable to earn the customers /leads’ trust, leading to deteriorated business performance.
There is no denying that there are many established inbound call center service providers present in the UK market, but Go4customer is worthy like Thor to get your trust, as we put our best foot forward to enhance the customer experience.
We always bring a smile with our inbound call center service on our customers’ faces owing to:
Now, we hope you have understood why our inbound call centers shouldn’t be taken for granted. To know more about our services, tap the link email@example.com and let us know how we can make your business stronger and more superior!
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Go4customer helped us increase our topline numbers with an effective outbound telemarketing program. Their highly motivated team with a focused strategy helped us achieve our sales and revenue targets with ease. We highly recommend their services
It was a pleasure working with Go4customer. Their customer survey service helped us gain insight of customers’ expectations and preferences. Really appreciate the work done.
Go4customer has done what no other telemarketing service provider has ever done. It has helped us build our brand image and propelled our sales. Thank you team for making us emerge as conqueror.
Till the time we outsourced our toll free services to Go4customers, we never imagined how positively it could help us acquire new clients and help our business grow. Thank you, team for making our business a huge success.
After availing Go4customer’s 24*7 order taking service, we saw a steep surge in our sales. Their pro-active executives seized every single opportunity of sale. Thanks to this efficient team, our sales has increased manifold.