Contact Center Solutions Featured Article

Sound Telecom Offers Advice on Developing Successful Inbound Customer Support Campaigns

May 02, 2014

The contact center market is undergoing dramatic changes -- including not just decisions as to whether to go from a premises-based solution to the cloud, and how to deal with the need to be multi-channel/omni-channel to expand the scope of how customers can interact with your organization -- but also whether to go with a business process outsourced (BPO) solution.


In this regard, it is always a good idea to find out what the subject matter experts are advising as the industry continues its multi-faceted transformation. Hence, you may wish to check out what Sound Telecom, a leading BPO of call center services that features U.S.-based agents, has to say in a recent posting, How to Develop an Inbound Customer Support Campaign.

The reason this is worth a read is that author Brian Gabriel, Sound Telecom COO, takes readers  through the critical planning considerations necessary to build an inbound contact center campaign that provides positive results. 

Gabriel starts with a warning that the most successful inbound customer support programs require a solid investment of upfront time and thought, and also entail ongoing attention to maximize results. He details the areas that require intensive consideration including:

  • Customer profiles
  • Advertising approaches
  • The decision to outsource versus keeping it all in-house
  • Planning the process
  • Training
  • Reporting
  • Contingency plans.

The article does not just describe the above but also explains how each one ties into the contact center side of the discussion. It also details some of the different functions or points of contact a contact center should provide, starting with such basics as live Web chat and rapid email response, as well as efficient and effective phone support.

Brian Gabriel also explains that while some people would like to “simply throw money at an outsourcer and turn their back while they let the call center work their magic,” successful campaigns “don’t work that way.” According to Gabriel, the best way to craft a strong customer service image through lasting support is for businesses to do their homework and then work closely with a good contact center that facilitates a healthy partnership.

When asked how businesses could know if they were choosing the right BPO partner, Gabriel recommended, “Don’t be afraid to ask for references. You need to talk to other businesses that have successfully used your service provider’s support. Speaking with references will give you the additional perspective you need to make a final decision when selecting your outsource partner for a successful inbound customer support program.”

Pardon the pun, but while obviously Gabriel is not a disinterested party in terms of recommending which direction you may wish to entertain as you enhance your customer interactions, there is “sound advice” that is worth a read. 


Edited by Rory J. Thompson



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