Outsourcing Inbound Call Center Services
Your phone. Your chat support button. Your email and social media interactions. All critical touch points where your customer experiences your brand.
Your website, catalog and marketing campaigns sell your products and services while establishing and promoting your brand personality. When consumers respond, they expect to engage with a representative of your company and have an experience that reinforces your relationship with their brand. At Global Response, that’s exactly the experience our Brand Specialists deliver.
Whatever industry you’re in — luxury brands, automotive, omni-channel retailing, healthcare, education – we offer the full range of inbound call center services. We can help you increase sales, delight customers and reinforce brand loyalty. We strive to reduce customer effort and consistently deliver on your brand promise in every interaction with your customers.
HOW IT WORKS
Global Response is The Experience Center for many of the world’s exceptional brands. Our inbound call centers specialize in providing solutions that are highly customizable, responsive to change and are infused with our Brand Centric culture. How does inbound call center outsourcing work?
Our dedicated teams of Brand Specialists, recruited by Global Response specifically for our partners’ accounts, create the customer experience tailored to your Brand’s requirements.
In-house and client-site training, quality assurance and Brand passion empower our specialists to engage customers and provide exceptional customer service, sales, order management and tech support. We provide our inbound call center services on your customers’ preferred channels, including phone, email, chat or social media.
Technology, such as Cisco Unified Contact Center Enterprise and Calabrio workforce management software, power Global Response operations. We integrate effectively with your platforms and we customize our workflows to support your business. Real-time reporting and analytics paint a clear picture of your account operations and offer business insights.
Our Business Intelligence methods measure customer satisfaction in terms such as Net Promoter Score.
We align with third-party rating services, including StellaService, to ensure our inbound call center services provide a high level of customer engagement.
Global Response believes in low customer effort, high quality engagements with an emphasis on first contact resolution.
WHY OUTSOURCE?
The benefits of outsourcing to Global Response give you the freedom to focus on your enterprise’s core competencies while relying on the expertise of a proven domestic inbound call center to create brand loyalty and increase lifetime value. Your contact center should allow you to:
- Engage the expertise of a call center that has proven itself and its processes in the industry.
- Leverage our experience in establishing an in-house call center: Our contact center already has technology, the tech team and implementation specialists in place and can integrate your preferred systems.
- Tailor your hours of operations for up to 24/7 customer service.
- Capitalize on established recruitment processes and our veteran human resources department to populate your team initially and during ramp up.
- Consider that the organization can navigate multiple seasons to retain skilled associates.
- Take advantage of secure facilities and redundant systems that offer proven protection, as well as our investments in compliance certifications such as PCI1, SOC2 or HIPAA.
INBOUND CALL CENTER SERVICES
Global Response believes in low customer effort, high quality engagements with an emphasis on first contact resolution. You have complete authority to engineer each engagement to your specific brand requirements.
Subcomponents of the engagement can include:
Order Management
Global Response understands the importance of a seamless order management process as part of an inbound call center services offering. We collaboratively design a system of best practices that builds on your order process.
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Cross-sell, Upsell
We use our proven experience to effectively cross-sell and upsell products and services, incorporating our client’s sales strategy and enhancing it for the contact center. We understand the goal is to convert from a call center to a profit center.
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Email Response
Email support is still an important touchpoint in the customer life cycle. Cost effective and versatile.
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