Types of Inbound Call Centers
Inbound call centers are businesses that take incoming calls from customers, assisting callers with any questions, concerns, or problems they have. An inbound call center may be utilized for a variety of services. Some of the types of inbound call center include:
- Customer care: These inbound call centers handle a business’s customer service needs, whether it’s providing information on company policies and products or resolving misconceptions. They are there to help customers before, during, and after their needs are met to ensure the best possible service. It is important that customer care inbound call centers are attentive and communicate clearly to avoid any mistakes or miscommunication.
- Help desk: Though similar to customer care centers, help desk inbound call centers assist customers primarily by providing information and support specifically for products and services. Help desk centers need to be scalable so that, as your company grows, they are able to keep up with changes and provide consistently accurate information.
- Inbound sales: This is exactly what it sounds like; a call center that takes inbound calls from customers looking to make a purchase. Inbound sales agents may simply offer product information and help to complete the sale, or they may upsale or try to add additional items or services to the initial sale. The functions they perform depend on your needs and preferences.
- Technical troubleshooting: Also referred to as tech support, these inbound call centers provide IT assistance via chat, email, or phone. It is important that the agency you choose has a staff with a thorough technical knowledge to ensure your customers receive the best possible support.
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What Do Inbound Call Center Services Cost?
It is difficult to provide an exact cost for inbound call center services, as the duration of the application, type of work, and skill level of the agency all impact the total price. The location of the service plays a role as well, as offshore services (call center agencies located outside your country or region) tend to have lower prices than domestic services (call center agencies located in your country or region). There are three main fee structures that inbound call center services use:
- Dedicated: In this pricing structure, a group of dedicated agents handles calls for a single client and charges by the hour. The average cost for an offshore service is between $8 and $15 per hour and between $22 and $30 for domestic services.
- Monthly: This is essentially the same as a dedicated pricing structure, except clients are charged monthly instead of by the hour. Prices are based on the services you need and the amount of time the agency provides those services.
- Shared: In a shared pricing structure, a group of agents handles calls for dozens of clients instead of a single one. Because of this, you pay only for the time that is used on a by-the-minute basis. Costs average between $0.35 and $0.45 per minute for offshore services and between $0.75 and $1.25 per minute for domestic services.
Why Use an Inbound Call Center Service?
Outsourcing to an inbound call center is a great way to offer your customers quality support at an affordable price. Some of the benefits of inbound call centers include:
- Availability: Not only is an in-house inbound call center difficult and expensive to manage, the odds are you won’t be able to offer the level of availability your customers want, i.e. 24/7. But an inbound call center has teams dedicated specifically to taking customer calls and resolving issues. And many call centers operate 24 hours a day, every day of the week, meaning your customers have the support they need 24/7.
- Expert workforce: Outsourcing to an inbound call center gives you access to highly trained and knowledgeable workers, many of whom have years of experience. Rather than hiring and training your own staff from the ground up, you get the benefit of a workforce that already knows what they’re doing.
- Lower costs: Hiring and training your own call center employees isn’t just time-consuming, it’s expensive. Onboarding and training costs, not to mention paying employees’ wages and benefits, add up fast. Outsourcing eliminates those costs, replacing them with a set fee charged by the inbound call center service.