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 Outbound / Inbound Customer Service

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Answer 1st Answering Services ChecklistAnswering Call Center Service 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, sell products or services and schedule your appointments. Let Answer 1st Call Center Answering Service provide you with an Inbound / Outbound CSRs. The representative will have a pleasant phone voice, pleasing personality, and the desire to assist customers with their questions, concerns, or needs. Answer 1st Call Center Answering Service has been doing this since 1976. 

An inbound CSR waits for customers to call to process their requests. An outbound CSR contacts customers on behalf of a company for a variety of reasons.

Follow-UpAnswer 1st Answering Services Operator

Outbound CSRs follow up with a customer on the product or service the customer received. For example, the CSR may advise the customer that more products will be shipped shortly or that he is due a refund.

 Upsale

Outbound CSR 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

Call center CSR's will seel products or services that complement customers' previous purchases.  For instance, a computer company may have the CSR call current customer to sell them a printer.

Customer Satusfaction

Call center CSRs contact customer to gauge their satisfaction with a product or service. They may call to conduct survey about a recent purchase or interaction with the company.

Payment Reminder

Companies also use outbound customer service CSRS to call customer to remind them to make a payment.

What Is an Inbound Customer Service Representative

Inbound Customer Service 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 Call Center Answering Service 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 call center 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 insurance companies 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 call center inbound CSRs. 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 Call Center Inbound CSR's 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.

        

Payment Reminder

Companies also use outbound customer service CSRs to call customers to remind them to make a payment on their account

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