Top 10 inbound calling process providers in India

inbound process

Top 10 inbound calling process providers in India

Good brand image is vital to retain and attract customers. A call center is the backbone of a customer-facing business organization. By handling numerous calls and queries daily, a brand shows its excellence and convinces consumers to stay loyal and repeat their purchases. The inbound process is a great step towards customer retention.

Surveys revealed that 79% of customers expect to not wait more than 5 minutes if they are calling a customer care service. The short wait time can have a huge bearing on your brand loyalty. In this digital era, a business needs an inbound process service provider to leverage the benefits of heightened customer satisfaction levels. Let’s discuss the job of an inbound process call center and which are the top 10 service providers in India, creating a positive change throughout the call center vertical.


What do you understand about an inbound process?

As the name implies, the inbound process is based on handling incoming calls and queries in a customer-service based call center. While facilitating the incoming calls, the agents are expected to serve both existing and potential customers. To increase sales and profitability, the inbound call center handles customer queries in the form of phone, live chat, mail or social media.


What are the different types of inbound calling processes?

The primary objective of the inbound process call center is to improve customer experience and help businesses to attain the best value. Over the years, these call centers have helped thousands of businesses in India to strengthen their customer-centric business strategy and to become industry leaders by rendering the following services:

  • Product support
  • Technical support
  • Help desk
  • Order processing
  • Payment processing
  • Upgrades and renewals

  • If you want an inbound process which type suits you?

    No matter how small or new your business is, you need to set up a call center to respond to the customer queries. Offsite answering is cost-effective, and you get access to talented staff and the latest technology to conduct the inbound process with ease. By hiring a third-party call center to offer inbound call services, an organization can assure 24/7 accessibility to its customers. After analyzing the inbound calls, a firm can decide whether they need a general help desk or a more integrated communication channel for the existing and potential customers.


    Which one is suitable for you- inbound process or outbound process?

    As discussed earlier, the inbound process means handling incoming calls, whereas, in the outbound process, the service reps make outgoing calls to potential customers. The inbound service aims to retain customers, and in the outbound process, the objective is to attract more and more customers. Depending on the nature of your business, you can decide which one works best for you.

    If your main priority is to deliver customer experience, you need an inbound call center. If you want to attain publicity and pitch your product or service to more and more customers, you will have to invest in an outbound process service. As an alternative, you can opt for a hybrid call center service, where the agents can handle both incoming and outcoming calls.


    What are the inbound calling process services?

    Inbound calling is an answering service where the main objective is to reduce the hold time for customers. To attain optimum results, these days, service providers create multiple touchpoints to digitize the conversation.

    The result driven performance of dedicated agents at an inbound process call center is measured in the name of the following services.

  • Customer service: The talented representatives work to provide a true extension to an organization’s customer service department.
  • Tech support: Usually, a call center handles multiple clients. Therefore the agents possess greater technical knowledge and can cater to customers with tier 1 tech support.
  • Help desk services: Inbound calling process services are booming because of the assurance to attain immediate resolution. The reps can handle queries to quickly identify, assess and resolve a customer issue.
  • Lead generation: These reps don’t work as a mere help desk; they also offer genuine services to engage the prospects and track leads to generate sales and profits.
  • Order processing: These services are highly requisite for the e-commerce department, where a talented and dedicated staff will offer inbound process services to help customers quickly and effectively process the orders and make payments.
  • Media support: In this digital era, if a company is engaged in a social media campaign, the inbound call center can also aid by providing seamless channels to communicate.
  • After hours support: A business can handle inbound calls in-house, but during holidays and after working hours, they need a dedicated team to handle the customers. Thus, outsourcing the inbound calling process to a third party is beneficial as the business never closes and responds to customer calls 24/7.

  • How to handle the inbound calling process?

    There are two types of incoming calls at an inbound process, i.e. service and sales. With smart inbound marketing strategies, an organization can ensure that sales are boosting and a favourable brand image is being made. The channels that representatives might use to handle the inbound calls are traditional phone calls, web calls, live web chats, chatbots, messenger apps, social media, email, posts, and web forms.

    Handle customer calls in complex. The talented, polite and dedicated staff use the following methods to be available round the clock and solve customer queries:

  • Personalization to make the customers feel valued.
  • Positive tone to build customer relationships.
  • Politeness to handle customer objections
  • Be informative to handle customer queries

  • Pros and cons of the inbound calling process

    The inbound process is believed to enhance customer experience by offering round the clock availability. The credibility is built by providing the assurance of seamlessness. If customer retention is the focus of a business, the inbound calling process is the best bet to build a positive method. There are certain factors to keep in mind while deciding whether or not an inbound call center is a right choice. For instance, compare the pros and cons to calculate whether the process is beneficial or not.

    Advantages of the inbound calling process
    A business requires infrastructure and resources to run a call center. Outsourcing the inbound calling process reduces the overhead cost. Additionally, the business never closes as inbound calling is available 24/7. Small or new e-commerce businesses can also handle a large volume of calls without any hassle if they are partnering with the right service provider.

    Disadvantages of the inbound calling process
    Practically, there is no disadvantage to investing in the inbound calling process. The only limitation is the inability to choose the right company. If a business is partnering with an inefficient call center, then there are higher chances of decreased customer satisfaction, lack of knowledge, language barriers and hampered business operations.


    5 tips to strengthen your inbound calling process

    Handling calls and emails, while assuring improved customer experience is a complex process. To strengthen your inbound process, the top 5 strategies are:

    Right inbound calling technology: The right technology makes a big difference in the efficiency of the inbound process. For instance, a call routing tool makes it easy to quickly transfer the calls.

    Customer service training: The call handling team should be trained enough to deal with clients politely and with adequate knowledge that can be updated with timely customer service training.

    Multiple contact channels: Traditional phone calls are the preferred medium; however, to divert the traffic and lessen the load, inbound calling can be transferred to varied contact channels like live chat and social media.

    FAQs for self-service: Utilizing the self-service format helps ease the load of the call handling agents. Providing an FAQ section is quite helpful.

    Take extra help: Still, if a firm cannot handle the incoming queries, they can take extra help by outsourcing the after-work calls to a third party call center for inbound calls.


    What advantages does IO Digital offer in its inbound call center platform?

    IO Digital is a globally renowned company helping businesses from diverse industrial verticals fuel their growth. The unprecedented success can be attained by hiring IO Digital as your inbound call center partner. The company provides BPO and seamless digital integration services that combine technology and human intelligence to augment productivity and deliver more profitability.


    What are different pricing models?

    Pricing is the biggest factor to decide which company is best to handle the inbound calling process. The majority of the call centers in India follow two pricing models, i.e. per minute model and hourly model.

    If a firm has low volume calls, then the per minute model is best where the services are charged on a minute basis. On the other hand, call centers even staff agents for 24 hours and charge on an hourly basis to companies with enough inbound volume.


    How customers engagement becomes easy with IO Digital inbound process?

    IO Digital focuses on customer experience and keeps positive engagement as the first priority for every inbound process interaction. In simple words, IO Digital specializes in building advocacy and provide a seamless blend of innovative technology on varied digital channels to deliver a higher customer experience.


    Why choose IO Digital over other agencies?

    IO Digital claims to deliver one of a kind customer experience. Their specialists utilize innovative technology, business analytics and CX advisory to deliver a seamless customer experience. The company is adaptable to client’s needs which makes them the preferred choice to handle inbound process calling.


    Why is the Inbound Process important?

    Customer satisfaction is the key to success for any business. In the highly competitive marketplace keeping the customers happy and loyal to a brand becomes challenging. With inbound calling support, an organization ensures that all the queries are resolved and the customers are happy to repeat purchases with their favourite brand.


    Which are the top 10 Inbound Calling Process Providers in India

    The stark reality between survival and dramatic growth can be diminished by outsourcing the inbound process to experts. In India, there are thousands of call centers and BPOs rendering services. Choosing the right one that fits the bills and create a high-impact solution is difficult. Here are the top 10 companies that showcase their passion for service and gained wide recognition.

    Genpact: It is a widely renowned call center having fortune 500 companies as clients. The company is serving the hospitality, energy, chemicals and Hi-tech industries.

    Tech Mahindra: The company has gained domain expertise by rendering inbound calling process services for a variety of technical concerns. The company provides tier 1 and tier 2 tech support.

    Infosys BPM: A subsidiary of Infosys LTD, the call center utilizes a digital framework to deliver customer experience. The company uses both automation and analytics to help the clients.

    IO Digital: The company runs digitally enhanced contact centers where clients can drive growth with the assurance of redefined customer interaction. Technology augmentation and business analytics are streamlining the process of this globally acclaimed inbound process service provider.

    TCS BPO: It is a part of TATA Group and rendering consultancy services for tech related queries and end-to-end inbound calling.

    Wipro BPO: The company offers innovation-led business solutions to ensure higher customer satisfaction and improved success rates. The call center serves Fortune 500 companies and is also counted as one of the largest companies in India.

    Go4Customer: The company is providing business process solutions along with 360-degree customer interaction services. It is a tech-fueled call center serving diversified clientele.

    Aegis: They are providing customizable services to clients from 9 different countries. With decades of experience, they are known for rendering customer management services.

    Octopus Tech: The company provides voice and non-voice support to its diverse clientele ranging from manufacturing, technology and banking. They drive innovation and assist in inbound call processes.

    WNS: This call center attains domain expertise by utilizing robust communication technology. Serving more than 10 industrial verticals, the company is leveraging its analytics expertise to become a leader.


    Conclusion

    Customer service enables a firm to create brand differentiation. If a firm doesn’t have the capability to handle incoming calls or serve prospects to generate leads, outsourcing the task to experts is the best solution. The inbound process is a cost effective, robust, and efficient solution. It helps in strategizing the business models and retaining the customers to attain better business outcomes.


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    FAQ's

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    We are a UK based company established in 2016 and provide a fully outsourced Web Chat service dedicated to helping our clients win more business and build customer satisfaction from their website.

    The IO Chat service is quite unique in that it not only provides the website software but also the live “human” agents to handle all visitor website traffic. Capturing leads, converting sales and providing a customer service “wow” 24/7 a day everyday of the year at an extremely low cost.

    Our background of over 20 years in outsourced customer acquisition strategies and innovative lead capture software enables us to deliver this valuable service for any business who wishes to boost revenues from their existing web channel.

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    At a starting point of just £3.25 per day, IO Chat offers a cost effective Web Chat service 12 hours a day, 7 days per week. Our pricing model is based on shared cost by thousands of clients making chat accessible for any organisation, whatever their size, to boost their revenues from their website.

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    We have a highly trained team of lead generation and customer service experts in the IO Chat’s center.

    Our agents are all of graduate level education and are coached in the nuances of browsing behaviours allowing them to effectively deal with visitors to client sites across a range of global industries, organisations and services.

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    As this is a reception and lead generation service we don’t need to know your business in detail. As part of the set up process we ask you to provide some background details and typical FAQs this, coupled with the information on your website we will use when chatting with your visitors.

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    The short answer is, if you can gain commercial advantage from having a qualified agent greeting, capturing prospect information and validating enquiries from all your website visitors then the answer is yes

    We are so confident that Web Chat will work for your website that there is no contractual commitment to our service. In the unlikely event that it’s not the right service for your business you can end the agreement at anytime and simply remove the web chat code from your site.

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    Adding our web chat service to your site is very easy. Simply complete the on-line order form and we will send you some code which you need to add to your website which will then automatically connect to our agents.

    If you need help with this our tech team will assist you with this task that usually takes less than a minute.

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    In order to make Web Chat effective it has to be available at all times and has to be proactive which, to most organisations, is not cost effective. You need to have agents available to cover during breaks, holidays, sickness and out of hours and they need to be focussed on inviting visitors to chat in the critical seconds where the window of opportunity is there to engage.

    IO Chat can do this for you at a fraction of the cost and using dedicated agents to maximise the effectiveness of every engagement.

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    Web Chat is like having a sales assistant in your website showroom all day everyday ready to engage with all your website visitors. Greeting them, capturing prospect information and qualifying leads and passing this information to you via e-mail in real-time. This then allows you to respond while the visitor is in the market for your product or service.

    Web Chat is proven to:

    • Increase the likelihood of purchase: people who chat are 3 times more likely to buy.
    • Reduce visitor abandonment which without engagement is around 80% on most websites.
    • Provide a qualified resource to engage with visitors during the high value our of hours period.
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    No! Full support 24/7 is included within your monthly service fee. In fact you will also be allocated a dedicated account manager who will handle any enquiries you may have and ensure your business and your visitors gets the best service available

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    No, our solution is fully cloud hosted on secure servers. Other than adding some simple website code there are no internal IT requirements. We do everything for you!

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    Yes, we will add your branding, logo and personalised messaging at no additional cost.


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