Inbound Customer Service
Unlike the competition, First Global Response backs up what it says with Academic Journal research, studies and client references. Of course, this requires continuous employee education (training, coaching etc.) and auditing (voice files etc.). An example of an inbound call center service which provides multiple benefits and a competitive advantage for your organization is discussed below.
A growing business practice, with the promise of enhanced customer retention and revenue generation, for inbound call centers is cross/up-selling (Jasmand, Blazevic & Ruyter, 2012). “Cross-/up-selling leads to increased knowledge about products and their benefits, which enables CSRs to address service requests better or faster. Ambidextrous behavior also increases customer satisfaction and sales performance but decreases efficiency. Nevertheless, the overall performance effect is positive” (Jasmand, Blazevic & Ruyter, 2012, p.20). According to Evans, Arnold, and Grant (1999), customer service representatives (CSR’s) will listen more closely, deal more intensively and acquire a deeper understanding of the customer’s needs and experiences when attempting cross/up-selling. In turn, customers might perceive the CSR as more attentive, responsive, and authentic, enhancing their quality perceptions and satisfaction (Smith, Bolton, and Wagner 1999).
First Global Response (FGR) believes cross/up-selling contributes to the effectiveness of customer service in shaping customer satisfaction. “Blending sales with service can reap increased revenues and customer retention rates” (Jasmand, Blazevic & Ruyter, 2012, p.20). Finally, according to the scholarly article by Eichfeld, Morse and Scott (2006), a McKinsey & Co. report points out that from sales of new products and services, inbound call centers have the potential to generate at least 10% of a firm’s total revenues. Bottom-line, FGR has the resources and the capacity to handle a variety of inbound projects.