However, the one domain that went on with its booming spree was retail. As it is said that there is a silver lining in every bad dark cloud, it went immensely well for certain industries. These industries include pharmaceuticals, retail and e-commerce.

When everyone was locked up in their houses, it was the delivery network of retail channels and e-commerce that guaranteed their sustenance along with ensuring safety for everyone.

Also Read:- How to Choose the Best Inbound Call Center Service

Why Retail Sector Need Inbound Customer Support Channel?

The pandemic helped other domains in realising the importance of online selling bringing in a surge in customer issues and complaints. With retailers focusing on increasing profits, inbound customer service centers increased customer satisfaction by answering their queries and concerns.

Inbound call center solutions help businesses to really focus on doing business and increase profit while they take care of resolving customer issues at all stages of the customer journey.

Inbound customer service channels have become a necessity for every busy domain. Here is how it actually helps businesses:

1. Increase Sales and Brand Loyalty

Due to the increasing competition in every sector, businesses not only need to be on their toes to provide the best customer service but also keep upgrading their customer experience. This is where Inbound Call Center comes into play.

It guarantees a comfortable and well-informed customer experience. If numbers are to be believed, almost 70-80% of prospects do not complete the intended purchase due to poor customer service or a bad experience at the time of purchase. Customers are more likely to purchase a product or service only from those who provide better after-sale service and gives a quick reply to their queries.

2. Reviews Matter

With a boom in the e-commerce industry and social media review channels, customers have become very particular about the reviews of the product or service. They research the product through reviews by previous customers before making a purchase.

It affects their buying habits immensely. Inbound customer service, if done correctly, on one hand, acts as an inhibitor for bad reviews and a catalyst for sales on the other. Better customer service not only gives better sales but also better ratings, which ultimately, gives you more sales.

3. Brand Awareness

Customer acquisition is much easier nowadays with all the available lead generation channels but the most difficult part is the retention of those customers. When we say that the e-commerce and retail industry has seen a boom in the last few years, so has the competition with more and more people offering similar products and services.

Inbound call centers not only answer customer questions but also increase awareness of your brand by providing good after-sale service as a customer tends to share a good experience with its peers.

4. Cost-Effective

By now, it is very clear that retail businesses need a dedicated resource to handle customer calls and resolve their queries. For a good business, there can be hundreds of customers connecting with them every single day.

The customers are hesitant in associating with a new brand but the experienced agents of an Inbound call center can help in easing this process for them by establishing trust in your services, promising them dedicated support at the time of need and, hence providing cost-effective services. 

5. Increased Profit

Customer service is a consistent task and with a dedicated customer support team working, you can actually focus on your business and increase your time.

Customers calling you repeatedly can be a real time-consuming and tedious process. The Inbound call center easily picks up the task for your business giving you ample time to focus on the core business responsibilities that might be affected otherwise.

The post Why Inbound Customer Service is good for the Retail Industry appeared first on Girnar Care.

With the uncertainty around us, the only thing that customers seek from businesses is the ability to solve their issues on priority. They expect more clarity and assurance from your agents that your products are worth purchasing.

To provide the customers with the best quality support you need to make sure that your agents are available to assist them whenever required. But other than attending customer calls and answering emails, agents also have to focus on the core tasks which gets quite overwhelming and starts feeling like a burden for them.

Outsourcing an inbound call center not only reduces the workload of your agents but also manages every communication channel including social media platforms, emails, and web chats. That means that your customers will get support from whichever communication channel they’ll prefer and you’ll be able to stand up to their expectations.

Seems like a good deal right?

But, before you move forward to choose the appropriate call center for your business, there are some factors which you should keep in mind. In this blog, we’ll talk about all those factors in detail.

So, let’s jump in,

Why should you hire a call center service? 

Before we discuss the factors that you should look for in a call center service, you need to understand the reasons behind outsourcing a call center service. Some of them are discussed below:

1. Quality customer service 

Agents handle a lot more responsibilities than just attending customer calls and if the volume of calls increases, they find themselves unable to manage between the phone calls and the core tasks of the business. This may affect the quality of customer service that results in the loss of valuable customers.

By outsourcing a call center you can not only cut some slack on the workload of your agents but also ensure quality customer service at all times.

2. Enhance the productivity of your agents 

Being a customer service executive comes with loads of responsibilities and can sometimes put the agents under a lot of stress which further degrades their performance.

By hiring an inbound call center, you can easily free up your staff so that they can focus on business operations rather than worrying about the increasing call volumes.

3. Improving customer experience

Customers reach out to you in the time of need and believe me they wouldn’t want to wait in long queues to receive the responses to their inquiries. Inbound call centers come with various tools that make the experience smooth for customers such as-

• IVR- This helps the customers to solve their issues by selecting certain options in the IVR menu which further directs them to the correct department.

• Call routing- By routing customer calls to a suitable agent, you can ensure that their issues will be solved quickly without any hassle.

Also Read:- Pros and Cons of Telemarketing for Business

Now that you know the benefits of hiring an inbound contact center for your business, let’s move to the next step.

Tips for choosing the best inbound call center services 

 1. Read the reviews beforehand 

Reviews posted by people who have already used the service can help decide whether the company will be fit for your business or not. Take a note of what the customers have written about the services and briefly analyze if the company can meet your expectations.

Don’t settle for the first company you come across, explore all the available options, read the customer reviews, and choose the most feasible option.

2. Take the pricing model into account

Before you choose the contact center you want to outsource, make sure you know what you expect from the contact center. The pricing of every contact center varies according to your business needs.

Reach out to them and ask for the fees they are going to charge. Be straightforward about your business needs, tell them about your monthly sales volume, and don’t hesitate to negotiate to get the best price.

3. Know your business needs: Inbound or outbound services

Inbound services deal with customer service and technical support whereas outbound services are for businesses who need help in reaching out to prospects.

Certain call centers provide both inbound and outbound call center services. Before you reach out to them, make sure that you are aware of your business requirements and when you are sure about them, ask each call center which inbound and outbound services they provide.

4. Check the availability 

Any responsible business owner would provide round-the-clock services to its business. Therefore, don’t forget to ask the contact center if their agents will be available 24X7 to help the customers solve their issues whenever they need it.

If they say yes then well and good, if not then consider the one who is reliable and always available for your customers.

Also Read:- Pros and Cons of Outsourcing Inbound Call Center

Conclusion 

Running a business is not an easy job.

Handling customer calls, answering emails, routing the callers to the correct department, and focusing on the business operations at the same time can sometimes get too much for your agents which in turn affects their productivity.

If your call center is also facing the same issues then it’s time to consider a service provider.

The post How to Choose the Best Inbound Call Center Service appeared first on Girnar Care.

With customer demands rising like petrol prices and increasing competition in the market, focusing on customer retention has become the need of the hour for businesses. 

Outsourcing a business organization goes a long way in building the positive image of your brand and lets you provide quality inbound call center customer services.

Who wouldn’t want their customers to be satisfied with their services?

But before making your decision, you should be aware about the ABCs of all the factors that should be kept in mind before outsourcing an inbound call center for your business. In this blog, we’ll learn about some pros and cons of outsourcing inbound services.

So, let’s get started

Pros of Inbound Call Center

First things first, let’s discuss the advantages of inbound call centers to know how they can benefit your business.

1. Reduce costs 

While running a call centre you have to spend on everything starting from infrastructure to software. Outsourcing an inbound call centre means all of these costs are handled by your services provider who can cut some slack on your expenses.

2. 24/7 Customer Services

Customer queries can arise at any point in time and you should make sure that your services are open for the customers beyond any time boundations. With inbound services, you can support your customers round the clock.

3. Eliminates Staffing Issues 

Hiring new staff for your business is a time-consuming process and requires a lot of planning in advance. Expert call centre outsourcing companies have the best people in their team who manage to employ and training the agents.

4. Managing Large Call Volumes 

If your team finds it difficult to handle large call volumes, there’s good news for you. Inbound services can be the solution to this problem as increased manpower can easily match the volume of calls your call centre receives.

Cons of Inbound Call Center

1. Dropping Customer Satisfaction

For every responsible and established business, customer satisfaction is the utmost priority. However, choosing the wrong outsourcing call center can result in a major decrease in customer satisfaction due to several reasons listed below.

2. Lack of Control Over Business Functions

As every operation from A to Z is managed by the external service provider, you lose control over business operations as you can’t monitor the performance of their team for quality assurance.

3. Language Barriers

Outsourcing an overseas service provider can turn out to be a bit of a bust for your business as the agent’s lack of cultural knowledge of your region may act as a hindrance in providing a quality customer experience.

4. Lack of Knowledge About Your Products

Every organization works on the set of ethics, culture and values. The external may not have the knowledge about your products and the ethical standards your business follows.

Due to this unfamiliarity, they might not be able to provide the same kind of experience as your agents will do. That means a drop in your company standards!

Conclusion 

As every coin has two faces, outsourcing an inbound call center for your business may be the smartest idea or may result in more drawbacks than benefits.

The bottom line here is, every organization functions differently and what turns out to be a smart financial investment for one, may not go the same way for another.

Now that you’re aware of the pros and cons of inbound services, you can make up your mind and decide whether it will be worth it or not?

The post Pros and Cons of Outsourcing Inbound Call Center 2021 appeared first on Girnar Care.

It doesn’t matter whether you’re a small organization solving customer inquiries or a large enterprise selling products and services, the customers will connect with you for assistance and as a capable business, you should be able to provide support to them whenever they need it. 

In this blog, you’ll learn about different ways of implementing powerful inbound call strategy for your business

Ways to Implement an Effective Inbound Call

Strategy 

1. Hold the voice channel for the individuals who need it most

For knowing your customers, it is important to have direct interaction with them but the challenge here is that every phone call costs the company money so it is crucial to decide where you are going to place your phone number. 

The main focus is to make sure that your salespeople are talking to the right customers. Mentioning your number on the website’s homepage can result in overburdening calls from the callers who may not even have a real issue. 

So, try putting the number at the end of your product and solution pages. 

2. Keep your promise to be accessible 

After making sure that you’re only getting valuable phone calls, make sure that there’s somebody qualified on your end to answer customer calls so that they don’t go to voice messages and get answered by the right person.

Also Read:- Customer Satisfaction: Improve it with Modern Technology

3. Offer self-assistance choices

Self-service options enable the customers to solve their queries themselves without needing an agent. Many queries related to knowing the status of their purchase or how to initiate the exchange of the order can be solved without live help. 

4. Figure out your inbound call arrangement

Inbound calling arrangement varies according to the needs of your business. In today’s competitive world, it’s significant for businesses to upgrade their resources to provide customer service from any part of the world and at any time.

Using a multi-channel contact focus solution can help you stay connected with your customers via email, webchats, and online media messaging and calling which further enhances the inbound call center strategy.

5. Merging CRM with your phone system

One way to enhance the performance of your sales staff is to provide them with access to CRM data while assisting the customers on the call.

Whenever a call is received, agents should be able to make use of CRM data. Computer Telephony Integration can be used to link your telephone system to your PC which provides the agents with access to customer data and they can get to know whose call is approaching before they pick up. 

This saves a lot of time for the agents as they get access to the data about the products which were previously purchased by the customers. Also, it will be easier for the agent to update customer data which will ultimately enhance 

How can we help you with Inbound calls Strategy?

Girnar care offers expert inbound contact center solutions that are flexible and offer seamless customer experience. 

No matter what your budget is, our team offers the highest quality customer services with experienced staff and the right use of technology to assist our customers before and after the purchase. 

To know more about our services, get in touch with us today!

The post Guide for an Effective Inbound Call Strategy appeared first on Girnar Care.

It has been present for decades, yet this industry is growing and plans to expand at an exciting 8% CAGR. Many surveys have found out that every business organisation small or big is outsourcing a few or their entire IT processes.

31% of these businesses do it for the sole reason of freeing up their resources internally. Whereas 28% of these use it so that they can focus on their core activities while everything else gets handled by a third party.

Time after time, sourcing has helped businesses evolve as a whole. Right from establishing an epitome of providing the best in class customer experience to getting external help for work, Outsourcing has done it all.

This article will discuss some of the business challenges that business enterprises face and how deploying a third party helps. So let’s get into it.

Outsourcing solving business challenges

Let’s take a look at how the BPO industry can help to solve major business challenges faced by enterprises. Moreover, learn how your business can gain a competitive advantage by sourcing their work.

Affordable Quality resources available

Hiring a new resource is not always the right option for many business enterprises. The newly hired resources need pricey training modules to understand the processes in-depth. Only if your resources understand your business functions in and out, then they will be able to work. This entire process involves hefty budget spending on recruitment and training.

Another great drawback is the uncertainty involved in recruiting fresh resources. What if they aren’t able to meet the requirements once hired? What happens if they decide to leave the company. Every penny spent on training them with every effort involved in hiring them goes to waste. It’s always not necessary that your hired resources will be the right people for you.

The best advantage that one can gain with sourcing resources from a third party is the flexibility to change resources. If the sourced resources aren’t working on point, business enterprises have the leverage to change them.

Moreover, that certainly doesn’t happen always. Because once you outsource your jobs to a reliable vendor like Girnar care, you always get specialised resources. Sourced agents obtain training on a timely basis for the jobs they do. They have the expert knowledge, skill set and experience which is hard to get from mere training. It comes with the experience of handling various tasks. Sourced agents have licensed first for whichever job they take.

Sourcing agents have the ability to pull out the extra skills required to do the job. They work with a group of experienced resources who are experts in various processes. Any extra help is possible from them without any issues. This isn’t the case with the in-house employees that work with a specific skill set in your organisation.

Automating processes

Hiring a new set of employees & training them isn’t always the best-case scenario, deploying new technology is also not possible. Technology keeps changing every now and then and one cannot afford to keep updating it. With sourcing technology, business enterprises need not worry about how will they manage to maintain one themselves.

The third-party gives access, flexibility and resources to use the technology for the greater good of your business. Technologies like cloud telephony get sourced which one cannot manage to afford internally. These technologies equip your business with smart solutions. Moreover, your business can use to simplify business problems easily.

All these are available at nominal rates which are affordable. These smart technologies will automate your processes and allow your internal resources free time. This free time can help to concentrate on core tasks and processes.

Focus on what’s more important with outsourcing

There are thousands of tasks, roles and responsibilities that often take much time than our work. This time gets wasted and the work also isn’t done effectively. Thus, leading to rework which means more time wastage on doing it again.

As a business professional, you have certain skill sets but not all skills sets. There is plenty of work that needs more attention, a diverse skill-set and more time. For e.g. One might be able to interact better with a customer but is not good at managing finances. Every time you try to manage the work which doesn’t match your skills means that you are only wasting time. This is what sourcing is for.

If you keep leaning to the “Not important tasks”, you will not have enough time to deal with the more important ones. With Sourcing your lesser important tasks, you get to have time for the more important ones. Like connecting with your customers or marketing your product etc.

Outsourcing is a cost-effective method to solve this hurdle. You get to save your efforts, energy, evade stress and rather allow yourself to work on better roles.

Final thoughts

Every business organisation needs to work and perform better to attract customers and make revenue. For this, deploying the right resources and working in the best possible manner is the right way. Sourcing gives businesses this leverage.

Outsourcing has proved that business enterprises can use sourcing as a permanent solution to solve a variety of business problems. BPO companies, on the other hand, evolve each day with better techniques and technologies which help business partners to create better experiences for all.

If you are on the lookout for the right vendor which can provide expert resources with fresh technology to amp up your business, then you are at the right place. Call us now to learn how you can transform your business with our Inbound Call Center and Outbound Call Center Solutions and aspire to reach great heights.

The post How can outsourcing help to solve business problems? appeared first on Girnar Care.

He wants to interact in the best possible way and the most comfortable one too. Businesses, on the other hand, have understood the present situation wisely. With a motive to provide first-hand resolutions for a seamless experience, businesses are doing it all. Investing in an Omnichannel call center, businesses are accommodating themselves to serve customers.

This blog will explain how such a setting can help you too if you are unable to meet the present demand of your customers.

Defining an Omnichannel Call Center?

An omnichannel call center is a setting curated to transform how businesses communicate. This setting aims to provide an excellent consumer experience to all its customers. It provides an experience that lures the customer and keeps them coming back. Plus it uses the cloud, which saves time, efforts, budget and is highly secured.
Why?
Because the customer gets the most satisfaction from each transaction.
What’s so special about it? A live operator or a list of self-service choices is available to the customers. With the help of which, they can get all their queries solved in no time. Such communication channels deliver seamless services to elevate one’s experience and journey.

Technologies used

Artificial Intelligence (AI), Chatbots, machine learning and natural language are the ones that contact centers are turning to. With their use, contact centers are decreasing expenses, improving efficiency and heightening customer experience.

An omnichannel service center setting uses Artificial intelligence technology to transform the communication process between both parties. Moreover, it also eases out the workload of an employee by answering all the monotonous queries by itself or presenting pre-defined solutions.

In other words, the employee is able to concentrate more on the complex queries that require human intervention.

What Makes a Good Omnichannel Customer Experience?

Providing your customers with a unified experience brings greater customer satisfaction. If we break Omnichannel into two parts, then it comprises OMNI and Channel. By OMNI, we mean Unified. It an all in one channel which is way different from the traditional ones. A Uniform platform that your modern customers can use to interact and communicate. In conclusion, an “OMNICHANNEL” platform is a great way to serve your customers easily without any hassle.

When used correctly with the right execution, this platform can effectively strengthen customer relations. Moreover, it will also increase customer loyalty as the customers always get immediate solutions.

Who wouldn’t like to stay connected with a brand that listens to its customers?

How does an Omnichannel call center setting help?

Unified connected platform

Girnar Care offers a unique unified platform to all its clients. It offers a dashboard that is integrated with the company’s CRM. This dashboard once connected displays all the information of every source and channel on one single screen.

Customer queries coming in from the emails or any particular social media channel, everything will get displayed on one single screen. This helps agents to check every minute detail of the customer and then respond to them correctly. This saves navigation time and helps your agents to address each issue with great attention.

Smart Routing

Unlike the traditional system, customers need not wait longer ques to get to the right department and the right personnel. With Smart routing and self-help options that IVR provides, customer calls get routed immediately with just a few inputs. With an omnichannel setting, your customers wouldn’t get frustrated but rather will be offered immediate help and attention.

Live chat with Omnichannel call center

Your customers need not call and wait till they get a solution. AI-powered chatbots are a great way to answer those monotonous queries that customers come for. They provide immediate solutions to your customers with their smart answers. Moreover, they try and solve the queries all by themselves so that there is a minimal chance of human intervention.

Conclusion

With an Omnichannel call center, business no matter what size can quickly work in accordance with the customer demands. If your customers are happy, then ultimately your business goes well. To learn more about how such a setting can be used for your business or how Girnar Care Inbound call center solution can help you, then call us now.

The post All about the Omnichannel call center – AI and Chatbots appeared first on Girnar Care.