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When your customers call with questions, problems or concerns, you need a team of knowledgeable professionals who can meet their needs. But the cost of setting up an inbound call center is prohibitive for many small- to mid-size companies. In that case, outsourcing is a great option.
Inbound call center services field all incoming calls from existing and potential customers on behalf of your company. The live operators answer questions, direct customers, make sales and resolve issues or problems. The service is your first and primary point of contact with most customers - which makes choosing the right one all the more important.
Cost should never be the sole consideration in hiring an inbound call center service. You get what you pay for, as the old saying goes (more on this later).
That being said, call center service pricing is very complex and varies based on the terms of your contract. Most services charge per-minute or per-hour fees for each agent or call, with fees generally ranging from $0.50-$1 per minute or $10-$25 per hour.
On the low end of those ranges, you’ll likely get an offshore company. On the higher end, you’ll get a U.S.-based company with many years of experience and a solid reputation. The quality and experience of the company you hire plays a major role in pricing.
Pricing is also influenced by the complexity of your script, call volume and amount of knowledge required. Some services have monthly minimums, while others assess training, startup or reporting fees. Be sure to get a detailed list of all fees before hiring any service.
Outsourcing your inbound call center operations is a great way to save money. Outsourcing is far less expensive than operating your own call center. The right company will also help increase your sales and improve customer retention and satisfaction.
Look for a company whose employees undergo extensive training, speak fluent English and are well compensated. Ask about retention rates - the longer employees stay on the job, the greater the chance your customers will speak to someone who is knowledgable. Ask to listen in on several calls to monitor quality before signing a contract with any service.
Keep in mind that hiring an inexperienced or poor quality call center service can lead to long wait times, dropped calls, customer dissatisfaction, language issues and a bad image for your company.
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