Inbound Call Center/Customer Service
Are Your Customers Truly Satisfied? Guarantee an Exceptional Customer Experience Any Time of Day or Night
VSA’s Customized Inbound Call Center Solutions and Highly Trained Team of Agents Will Enhance Customer Engagement
VSA’s Cost-Effective Inbound Contact Center Services Save Your Business Time and Money
Our streamlined processes and highly trained agents ensure maximum efficiency, allowing us to handle a high volume of interactions while producing financial benefits for our clients, with cost savings of potentially 50% for answering incoming calls.
Does your company lack the in-house resources to adequately handle incoming calls from customers and provide the exceptional customer service your clients deserve?
Is it a challenge to quickly staff up during spikes in call volume or handle customer interactions after hours?
Are you not getting the data and insights you need to justify your current call center investment? Are you having trouble finding the type of call center that fits your needs?
VSA’s inbound contact center solutions have you covered.
VSA is a U.S.-based BPO Call Center with 2+ decades of call-handling experience and Customer Service expertise. We are committed to representing your brand and elevating each customer’s experience — becoming an extension of your in-house team.
VSA’s customized inbound call center services guarantee you have a highly qualified team of agents available during business hours or 24/7 to handle all customer interactions or overflow call center management. Your clients receive the support and stability they need any time of day or night, ensuring customer satisfaction.
Our powerful omni-channel Contact Center software and advanced telephony technology allows us to accommodate inbound programs of any size and call volume—no matter how much customer support your clients require.
VSA’s list of inbound call center clients includes government agencies, healthcare organizations, retail businesses, and others who prioritize data privacy and protection. We are compliant with HIPAA, PCI, SOC 2, and other regulatory standards, ensuring your customers’ data is secure.
We offer competitively priced inbound contact center options without the stress and aggravation of using offshore call centers. Our empathetic and trained call center agents are U.S.-based, accent-neutral, native English speakers who provide exceptional customer service.
VSA’s inbound contact center services include both dedicated and shared agent options. We work closely with your in-house team to develop customized inbound call center solutions that ensure customer satisfaction and superior agent performance.
We are not an answering service. Our team of high-quality Customer Service Representatives is skilled at handling a broad range of incoming calls and support services, including customer service, inside sales, order processing, call routing, and technical support.
If you’re searching for the right inbound call center to provide exceptional customer service and call resolution around the clock while professionally representing your brand, there is simply no substitute for VSA!
Benefits of Inbound Contact Center Outsourcing with VSA:
- Shared and dedicated agent options allow for pricing models that fit your budget and ensure we are available to receive calls from your customers during business hours or 24/7
- Best-in-class technology, including powerful omnichannel call center software and platform integration for seamless operations and outstanding customer support
- Strategically designed contact center solutions to reduce abandon rates and minimize wait times during incoming customer calls
- Accent-neutral, native English, U.S.-based Customer Service Representatives drawn from a national pool of call center agents
- Customized, cost-effective inbound call center solutions without having to outsource offshore
- Expansive reporting, call monitoring, and data analytics for detailed call center metrics
- More than two decades of telephony, contact center, and exceptional customer service experience
VSA’s powerful omnichannel Contact Center Solution provides:
- Sophisticated Interactive Voice Response (IVR) capabilities
- Real-time chat, email correspondence, and chatbot functionality to enhance customer engagement
- Messages on hold, customer surveys, and effective call distribution strategies for an improved caller experience
- The ability to distinguish phone calls by severity and provide for escalation of higher-priority calls, ensuring prompt resolution
- Enhanced reporting, including tracking of system uptime/downtime, enabling better insights and decision-making
Customers’ Experience
Clients love us! Please check what our Customers are saying about us.
Off and on over 14 years, I have provided sales coaching to members of the VSA Client Associate Team. I know that Valerie is very committed to giving VSA team members the skills they need to deliver results for their clients.
Cathy Edwards Ovington
Owner Digital Marketing Co.
It’s more than we could’ve ever imagined in terms of transparency, clarity, and precision.They have been very self-sufficient in their operation. Overall, they’re a great partner.It’s easy to work with them.
John Roberson
Sales Director
We have been working with VSA for over 2 years and everyone is extremely pleased with the results. The entire team has been great to work with and they’ve become an integral part of our ongoing business development strategy.
Paul Jurgaitis
Reginal Manager
The team at VSA was great to work with and they were totally committed to reaching the goals that we set. I also liked their level of detail in the weekly reporting.
Laura P
Owner Digital Marketing Co.
My company has had the opportunity to work with VSA for over 15 years. We find them professional and relevant with all matters regarding customer engagement and sales.
Jack Zoblin
Owner, Ecommerce company
Our company has been working with VSA for about 5 years. They are such a great time and an extension to our sales and customer service team.
Chris Santarpio
Owner Valley Tec.
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Case Studies
Metropolitan Health Services and System
How does a large metropolitan city’s Health Service System handle an increase in call volume despite decreases in staff levels? Hire VSA!
Executive Summary
A large municipal health services system offers health, dental, vision, and other benefits to hundreds of thousands of City and County employees and retirees. Prior to partnering with VSA, our client had handled 100% of inbound calls regarding health insurance coverage internally and had never outsourced this service.
Due to increases in call volume during COVID and decreases in staffing levels in 2021 and 2022, there was insufficient staff to handle calls and also to support administrative, transactional consultations and appointments.
The city health system issued an RFP in May 2023 and selected VSA to handle Level 1 services.
Challenge
The city health system experiences its highest call volume in October each year. VSA had to be ready to handle open enrollment calls within two months of being awarded the contract to support October-level calls.
The city had no scripts or training materials. Additionally, VSA had to learn multiple new technologies.
This was a high-visibility program, with little to no margin for error. Errors or issues would impact employees across the consolidated region and reflect poorly on the City’s Health Services System.
Performance
- VSA onboarded the program within the required two months, using our best practices.
- VSA documented processes, scripting, and training materials.
- VSA then hired agents and supervisors to ensure 10 agents every shift from 8 a.m. to 5 p.m. Monday to Friday.
- Through high collaboration with the City Health System team, we systematically addressed all tasks to ensure an on-time launch that minimized issues.
VSA accepted over 12,000 calls in the first three months. Starting with the month of November, VSA has met 100% of our Service Level Agreements, which include abandon rates, average speed answer, and quality.
The launch produced no negative publicity, and in fact resulted in an extremely strong relationship between our client and VSA.
City-Wide Transit System
How does a large metropolitan public transportation system provide adequate customer service for hundreds of thousands of daily passengers regarding its new Keycard technology? Hire VSA!
Executive Summary
A public transportation company serving a large U.S. City and the surrounding metropolitan area was introducing new Keycard technology to replace its tokens. This change would affect well over a half-million rides per day and create a significant demand for customer service. The company sought an outside vendor to run the call center and handle the customer service needs.
Challenge
Prior to January 2017, all customer calls regarding the Keycard were handled out of state by a third party that developed the technology. At the time, VSA had a single office and we primarily handled outbound calls. We now needed to hire and train staff to handle inbound calls at a second call center to perform what was essentially a brand-new service for us. We also needed to learn new technology, since using the technology company’s software and VOIP was a requirement of the contract.
This contract had high visibility because it represented significant change to a decades’ long payment approach. Other cities had recently made a similar change with much negative publicity that harmed the reputation of the City and the public transportation authority.
Performance
-
- VSA trained and hired a manager, supervisor, and agents—ensuring we were ready to begin accepting calls in January 2017.
- We developed shifts to cover a 7-day week operation.
- Because there was no historic data to project call flow by day of week and time of day, VSA developed an anticipated call flow.
- Calls that had been handled 100% by the technology company’s office shifted to VSA’s new office. VSA quickly mitigated potential damages resulting from the migration of technology to our office and of unexpected call surges with pro-active management, strong communication and significant training.
- VSA handled 8,000 calls the first month. There was no negative press resulting from call center activity or any other services during the transition.
VSA currently meets service level requirements that focus on quality and abandon rates. The contract has been renewed twice, with VSA continuing to provide service to the transportation company’s customers into an 8th year. Monthly calls have increased from 8,000 to 20,000+ during that time, and VSA has been able to meet the increased demand, going from 4 agents per shift to 45 full-time equivalents. Our abandon rates meet the thresholds of 3%, and our quality scores meet thresholds of 90% or higher.
Case Studies
Metropolitan Health Services and System
How does a large metropolitan Health Service System handle an increase in call volume despite decreases in staff levels? Hire VSA!
Executive Summary
A large municipal health services system offers health, dental, vision, and other benefits to hundreds of thousands of City and County employees and retirees. Prior to partnering with VSA, our client had handled 100% of inbound calls regarding health insurance coverage internally and had never outsourced this service.
Due to increases in call volume during COVID and decreases in staffing levels in 2021 and 2022, there was insufficient staff to handle calls and also to support administrative, transactional consultations and appointments.
The city health system issued an RFP in May 2023 and selected VSA to handle Level 1 services.
Challenge
The city health system experiences its highest call volume in October each year. VSA had to be ready to handle open enrollment calls within two months of being awarded the contract to support October-level calls.
The city had no scripts or training materials. Additionally, VSA had to learn multiple new technologies.
This was a high-visibility program, with little to no margin for error. Errors or issues would impact employees across the consolidated region and reflect poorly on the City’s Health Services System.
Performance
- VSA onboarded the program within the required two months, using our best practices.
- VSA documented processes, scripting, and training materials.
- VSA then hired agents and supervisors to ensure 10 agents every shift from 8 a.m. to 5 p.m. Monday to Friday.
- Through high collaboration with the City Health System team, we systematically addressed all tasks to ensure an on-time launch that minimized issues.
VSA accepted over 12,000 calls in the first three months. Starting with the month of November, VSA has met 100% of our Service Level Agreements, which include abandon rates, average speed answer, and quality.
The launch produced no negative publicity, and in fact resulted in an extremely strong relationship between our client and VSA.
City-Wide Transit System
How does a large metropolitan public transportation system provide adequate customer service for hundreds of thousands of daily passengers regarding its new Keycard technology? Hire VSA!
Executive Summary
A public transportation company serving a large U.S. City and the surrounding metropolitan area was introducing new Keycard technology to replace its tokens. This change would affect well over a half-million rides per day and create a significant demand for customer service. The company sought an outside vendor to run the call center and handle the customer service needs.
Challenge
Prior to January 2017, all customer calls regarding the Keycard were handled out of state by a third party that developed the technology. At the time, VSA had a single office and we primarily handled outbound calls. We now needed to hire and train staff to handle inbound calls at a second call center to perform what was essentially a brand-new service for us. We also needed to learn new technology, since using the technology company’s software and VOIP was a requirement of the contract.
This contract had high visibility because it represented significant change to a decades’ long payment approach. Other cities had recently made a similar change with much negative publicity that harmed the reputation of the City and the public transportation authority.
Performance
- VSA trained and hired a manager, supervisor, and agents—ensuring we were ready to begin accepting calls in January 2017.
- We developed shifts to cover a 7-day week operation.
- Because there was no historic data to project call flow by day of week and time of day, VSA developed an anticipated call flow.
- Calls that had been handled 100% by the technology company’s office shifted to VSA’s new office. VSA quickly mitigated potential damages resulting from the migration of technology to our office and of unexpected call surges with pro-active management, strong communication and significant training.
- VSA handled 8,000 calls the first month. There was no negative press resulting from call center activity or any other services during the transition.
VSA currently meets service level requirements that focus on quality and abandon rates. The contract has been renewed twice, with VSA continuing to provide service to the transportation company’s customers into an 8th year. Monthly calls have increased from 8,000 to 20,000+ during that time, and VSA has been able to meet the increased demand, going from 4 agents per shift to 45 full-time equivalents. Our abandon rates meet the thresholds of 3%, and our quality scores meet thresholds of 90% or higher.
Top FAQ’s We Receive Regarding Inbound Sales:
Q: What are inbound call center services?
A: Inbound call center services refer to the services provided by call centers to handle incoming calls, inquiries, and customer queries on behalf of a business.
Q: Why should I outsource my call center services?
A: Outsourcing call center services can provide several benefits, including cost savings, access to specialized expertise, scalability, and the ability to focus on core business activities.
Q: How can I choose the right inbound call center partner?
A: To choose the right inbound call center partner, consider factors such as experience and expertise, track record, technology capabilities, cost-effectiveness, scalability, and alignment with your business’s values and customer service goals.
Q: What is the difference between inbound and outbound call centers?
A: Inbound call centers primarily handle incoming calls from customers, while outbound call centers focus on making outgoing calls, such as sales calls or customer follow-ups.
Q: What types of calls does an inbound call center handle?
A: An inbound call center might handle various calls, including customer inquiries, product support, technical assistance, order placement, and customer service issues.
Q: How can my business benefit from an inbound call center?
A: An inbound call center can provide your business with efficient and professional handling of customer calls, improved customer satisfaction, increased sales and revenue, and the ability to focus on core business activities.
Q: What services are included in inbound call center services?
A: Inbound call center services typically include call handling, customer support, order processing, technical support services, helpdesk services, appointment scheduling, and customer relationship management.
Q: What should I look for in a potential inbound call center partner?
A: When considering a potential inbound call center partner, consider factors such as industry experience, technology capabilities, service quality, scalability, cost-effectiveness, and alignment with your business’s goals and values.
Q: How can a dedicated inbound call center benefit my business?
A: A dedicated inbound call center can provide your business with specialized expertise, a team of trained professionals, seamless call handling, improved customer experience, and the ability to handle a high volume of calls efficiently.
Q: How can an inbound call center handle calls from my customers?
A: An inbound call center can receive calls from your customers through a dedicated phone line or a toll-free number provided by the call center. The call center agents will answer and handle the calls according to your business’s instructions and requirements.
Q: What communication channels are available with call center services?
A: The best Contact Center Solutions partners take an omnichannel approach. In addition to advanced telephone technology, these services can include chat, text, and email.
Top FAQ’s We Receive Regarding Inbound Sales:
Q: What are inbound call center services?
A: Inbound call center services refer to the services provided by call centers to handle incoming calls, inquiries, and customer queries on behalf of a business.
Q: Why should I outsource my call center services?
A: Outsourcing call center services can provide several benefits, including cost savings, access to specialized expertise, scalability, and the ability to focus on core business activities.
Q: How can I choose the right inbound call center partner?
A: To choose the right inbound call center partner, consider factors such as experience and expertise, track record, technology capabilities, cost-effectiveness, scalability, and alignment with your business’s values and customer service goals.
Q: What is the difference between inbound and outbound call centers?
A: Inbound call centers primarily handle incoming calls from customers, while outbound call centers focus on making outgoing calls, such as sales calls or customer follow-ups.
Q: What types of calls does an inbound call center handle?
A: An inbound call center might handle various calls, including customer inquiries, product support, technical assistance, order placement, and customer service issues.
Q: How can my business benefit from an inbound call center?
A: An inbound call center can provide your business with efficient and professional handling of customer calls, improved customer satisfaction, increased sales and revenue, and the ability to focus on core business activities.
Q: What services are included in inbound call center services?
A: Inbound call center services typically include call handling, customer support, order processing, technical support services, helpdesk services, appointment scheduling, and customer relationship management.
Q: What should I look for in a potential inbound call center partner?
A: When considering a potential inbound call center partner, consider factors such as industry experience, technology capabilities, service quality, scalability, cost-effectiveness, and alignment with your business’s goals and values.
Q: How can a dedicated inbound call center benefit my business?
A: A dedicated inbound call center can provide your business with specialized expertise, a team of trained professionals, seamless call handling, improved customer experience, and the ability to handle a high volume of calls efficiently.
Q: How can an inbound call center handle calls from my customers?
A: An inbound call center can receive calls from your customers through a dedicated phone line or a toll-free number provided by the call center. The call center agents will answer and handle the calls according to your business’s instructions and requirements.
Q: What communication channels are available with call center services?
A: The best Contact Center Solutions partners take an omnichannel approach. In addition to advanced telephone technology, these services can include chat, text, and email.
