March 22, 2023

3 Business Challenges That Inbound Call Centers Can Solve

There is more to B2B lead generation than outbound sales! Strategic and effective inbound call centers provide services that are essential to retaining happy customers and generating more revenue in every industry. 

However, companies often don’t believe hiring an inbound call center is necessary. Why outsource customer support over the phone, live chat services, email, or social media when your internal team knows your business best? 

Before deciding, consider a few more questions. How do you handle inbound queries? Do you have processes to resolve every client’s concern or question efficiently? Do you have dedicated team members for specific types of inbound calls? 

Inbound call centers manage more than customer service. They can also provide:

These incoming inquiries could add up significantly, taking up your internal team’s precious time. Perhaps your business is growing, and your staff is struggling to deliver speedy round-the-clock service. You may have even lost some customers due to missed renewal opportunities.

Read on to learn how an outsourced call center can help you solve three critical challenges you may not have realized you have—or could easily solve!

Challenge #1: Lack of Employee Availability for On-Demand Customer Care

Your employees can’t work 24/7, so how can you offer high-quality, convenient customer support at all hours? And has your team ever been trained in customer service specifically? 

Maybe you’ve considered outsourcing sales and customer support, but you’re concerned about an outside company coming in to help your clients. But the reality is that a 24/7 inbound call center is equipped to understand the ins and outs of your business and the customer service world. With the right partner, your company could benefit from:

Customer Retention: An outsourced call center makes customers feel valued and keeps them coming back by delivering the support they need when they need it and ensuring every experience is positive. These inquiries are often prime opportunities to cross-sell and upsell existing customers.

24/7 inbound call centers

According to recent statistics, customers still value efficient, positive service, meaning companies that prioritize the customer experience will come out on top. Salesforce reports that 94% of customers say they’ll be more likely to purchase again after a positive experience. In comparison, 48% of consumers went elsewhere because they received better customer service from another company.

Hiring an inbound call center to provide additional hours of support is investing in your customer experience—always a smart business move!

Challenge #2: Extended Customer Hold Times Due to Excessive Inbound Calls

Consumers want their answers, and they want them now! Research shows that 44% of people get annoyed or angry when they have to wait on the line for 5 to 15 minutes. But if you have excessive incoming calls, your team will get overwhelmed. 

So how do you give each customer the attention they need and keep things moving? When you partner with a B2B lead generation service, they use live chat as part of their inbound call center process. This eases the burden of time-consuming phone calls. Agents will handle both calls and chats to take a significant amount of the customer experience off your employees’ shoulders.

Not to mention, 69% of customers prefer live chat! In addition to providing 24/7 service, inbound call centers that offer live chat help your business:

A man overwhelmed by b2b lead generation on his own

As you can see, there are many benefits to implementing live chat into your customer support strategy. It can even increase your customer retention and revenue. Statistics show customers who use live chat spend up to 60% more per transaction than those who don’t.

How does this apply to the B2B sector? Zoho found that 61% of live chat users are B2B clients! 

And if you’re considering artificial intelligence for your customer experience, note that these stats are specific to companies using live human chat.

Challenge #3: Customer Loss Due to Lack of Maintenance Renewal Sales

B2B lead generation agencies offer more services than you may realize, including maintenance renewal. Many businesses face insufficient time and employee training. They fail to maintain the client relationship and continue building value over time. In the end, maintenance renewals expire, and customers slip away. 

Renewals are a critical revenue stream for many companies. After all, it typically costs 6x to 7x more to acquire new customers than to retain existing ones! The renewal process should begin on Day 1 of the initial purchase.

Inbound call centers train their employees heavily on how to position and sell your support and maintenance contracts. They also use the latest technology, like CRM tools, to keep track of customer information for quick reference. This equips them to: 

Inbound call center employee helping customer sign maintenance renewal

Studies show that a mere 5% boost in customer retention can increase profits between 25% to 95%! Additionally, 80% of your future profits will come from just 20% of your current customers.

So, renewal sales are nothing to sleep on—and with a customer-centric inbound call center, you won’t have to worry about leaving all that money on the table.

Final Thoughts on Business Challenges That Inbound Call Centers Solve

Inbound call centers do more than answer the phone and answer quick questions (although that’s part of it!). They offer several significant customer experience solutions, including: 

They will also gather essential customer information to prepare your internal team for their customer interactions and help you make wise business decisions. In the end, the right call center service strengthens your relationships with existing clients, who will stick around and continue to tell their colleagues and friends about your company!
Interested in what this would look like for your business? Learn more about our inbound marketing services today!

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