In order to retain customers, the organizations need to respond to their queries regarding the functionalities or the complaints regarding the product or service. Inbound call centers play a major role in performing these tasks, thereby enhancing the brand image of the organization in customer’s mind, and consequently, increasing revenue.
Customer is considered to be the King in any business. If the customers are happy, the numbers grow automatically. If not, then one can understand what the consequences can be. There was a time, when customer acquisition was a major problem for the business houses. But with the graduation of time, situation has changed drastically. Now more than acquiring a customer, the major concern of the business houses is to retain a customer. The organizations have started to realize that products are nothing but the vehicles of services provided by them. Therefore, if the customers are not satisfied with the product, it signifies that the organization has not been able to provide the customer with a good service. That is the reason the organizations are trying out new strategies to retain the customers by ensuring customer delight, more than customer satisfaction.
In order to listen to the voice of the customers, the organizations have started to employ the inbound call center services. In this case, the call is initiated by the customers, and the calls can be of three types, namely; query about the product or service, complaint regarding the product or service, and information about new arrivals or offers. Apparently they may look like generic calls, but attending these calls properly and effective resolution of the issues raised by the customers can increase the revenue stream for the organizations, as a service of this kind always enhances the brand image in the mind of the customers.
The revenue stream can be increased by employing the inbound call center services in two ways. Following are those:
- A Delighted Customer is Counted as more than One: If any customer is delighted by the after sale services of any organization, then automatically the brand image is enhanced in the mind of the customer. It can lead to the most effective way of informal marketing, i.e. word-of-mouth marketing. Via this process, one delighted customer can bring more number of new customers, which means, increase in revenue.
- Returning Customer: If the customer is delighted by the services, then it is highly likely that the customer will return again and again for repeat purchase. This can also lead to increase in revenue.
These are the ways, in which an inbound call center service can add to the revenue stream of any organization.