Inbound Telemarketing Remains a Critical Link between a Business and its Customers
Despite the rapid rise of the Internet as a means for consumers and businesses to purchase products and services; inbound telemarketing remains a critical link between companies and their customers. With inbound telemarketing, customers get to talk with a live person, as opposed to filling out an online form on a company’s website - and many people prefer using the telephone as a way of doing business.
In fact, due to security concerns, many people will dial the toll free number they find on a company’s website, even though the site provides them with the convenience of placing an order online.
Meanwhile, at the many call centers which offer inbound telemarketing services – including those which are outsourced - representatives are available 24/7 to answer questions, collect information, and process orders from customers who prefer conversing with humans rather than computers. In addition to taking orders, the representatives who work in inbound telemarketing centers are responsible for delivering various types of customer service that can successfully be outsourced, such as handling insurance claims; help desk support; filling out credit card and mortgage applications… the list goes on and on.
Considering that the “human element” is the main thing that distinguishes inbound telemarketing from other modes of doing business, it has become increasingly important that companies offering outsourced call center services train their representatives to handle calls as a seamless extension of their customer’s internal operations. As such, effective inbound telemarketing starts with recruiting and hiring the right people – highly capable individuals with the right attitude and work ethic – and then finding the right place for each individual within the organization.
As many call center outsourcing companies have learned, the representatives who handle inbound telemarketing calls must be trained in a way that mirrors the company’s core values and philosophies. Successful providers of outsourced call center services, such as Influent Inc., know all too well that in order to create a winning inbound telemarketing team, each representative needs to be trained on every facet of the business. This leading call center outsourcing company uses advanced training methods – including role-playing exercises, peer tutoring, nesting, on-the-job-training and other successful techniques - to deliver highly professional inbound telemarketing teams who are ready to start interacting with customers - and help a business start growing – usually in a very short time frame.
After Influent builds this team of highly qualified inbound telemarketing specialists, the client company can rest assured that all of its calls are being answered promptly, professionally and courteously. Furthermore, once this inbound telemarketing team is in place, the customer communication and sales process becomes incredibly efficient and effective. Best of all, with inbound telemarketing, customers have the convenience of being able to do business with your company 24 hours a day (just the same as they do online!).
Influent - which offers representatives who are fluent in English and Spanish - is a leader in call center outsourcing because of its ability to deliver flexible outsourcing solutions which are tailored to meet each individual clients’ needs rather than offer a one size fits all solution.. Thus, Influent works with businesses as if they are partners, not just clients. Furthermore the company fully recognizes that inbound telemarketing continues to be a vital link between a business and its customers – a fact which is becoming increasingly overlooked in today’s Internet driven world!
Influent has over a dozen years of experience developing Business-to-Business and Business-to-Consumer call center outsourcing solutions for Fortune 1000 companies. Whether your inbound telemarketing needs involve acquiring new customers, providing superior service to your current ones, or a combination of both, Influent stands ready to help from eleven call center locations around the globe.
______________________________________________
Patrick Barnard is Assignment Editor for TMCnet and a columnist covering the telecom industry. To see more of his articles, please visit Patrick Barnard’s columnist page.
