Inbound Customer Service Representatives, or CSRs as they are more commonly known, are the people who staff call centers to answer questions about products or services, and sell products or services. Let Answer 1st provide you with an Inbound / Outbound CSR. The representative will have a pleasant phone voice, pleasing personality, and the desire to assist customers with their questions, concerns, or needs. Answer 1st has been doing this since 1976.
An inbound customer service representative waits for customers to call to process their requests. An outbound customer service rep contacts customers on behalf of a company for a variety of reasons.
Follow-Up
Outbound customer service reps follow up with a customer on the product or service the customer received. For example, she may advise the customer that more products will be shipped shortly or that he is due a refund.
Upsell
An outbound customer service rep also may call to ask the customer to spend more money with the company. She may ask the customer to upgrade a subscription or a piece of equipment.
Cross-Sell
Service reps sell products or services that complement customers' previous purchases. For instance, a computer company may have reps call current customers to sell them a printer.
Customer Satisfaction
Service reps contact customers to gauge their satisfaction with a product or service. He may call to conduct a survey about a recent purchase or interaction with the company.
Payment Reminder
Companies also use outbound customer service reps to call customers to remind them to make a payment on their account
What Is an Inbound Customer Service Representive
Inbound Customer Service Representatives, or CSRs as they are more commonly known, are the people who staff call centers to answer questions about products or services, and sell products or services. _
Who Can Do It?
Answer 1st CSRs have a pleasant phone voice, pleasing personality, and the desire to assist customers with their questions, concerns, or needs.
Function of an Inbound CSR
The CSRs are trained for a specific product or service, sometimes as long as five weeks or more, to ensure that they will be able to answer any question asked by a customer about the product. For example, some insurancecompanies have an 800 number for customers to call to ask questions about policies. The people answering the calls have been trained to know all about the policies and have been given tools not available to the customer to research and answer any questions that might arise.
Types of CSR
There are many different types of inbound CSRs. Customer service representatives, possibly the largest group of CSRs, are trained to provide a variety of services, from answering questions about turkeys on Thanksgiving Day to solving problems with cell phones for a variety of national providers.
Inbound CSR vs. Automated Systems
The biggest reason that Inbound Customer Service Representatives are so important is that customers prefer asking questions of a person instead of a machine. The CSR can ask the customer probing questions to get a better idea of the problem. An automated system can't do that, which leads to frustration for the customer.
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