Call centers are hubs of receiving and making calls, all related to the business customers. The Inbound center facilitates the inbound calls made by customers for reporting the malfunction, acquiring information, and ask for assistance, the customer support. In the outbound centers, agents call customers to provide services, updated information, or facilities.
Outbound Services
Telemarketing: This is marketing services or goods via telephone. This is about selling or promoting products to prospective customers. Agents have the skills to increase sales and provide updated services to customers.
Surveys: This is a great way to know the level of customer satisfaction regarding products and processes. Companies can obtain the customer feedback to improve business, enhance offering, and research demands for maximizing customer satisfaction.
Lead generation: This is generating new business by gathering customer information and profile creation based upon that. It is for marketing and sales purposes, create the customer list or to meet other business objectives.
Debt collection: This process ensures debt payment owed by businesses and individual. Such collection processes related to financial markets, insurance, and mortgage. Companies save both time and money by outsourcing debt collection as the agents successfully convince debtors to payback.
Inbound services
Customer service: Inbound call center service customers to ensure satisfaction. These are available for both the pre and the post-purchase scenarios. This helps to build good relationships via interaction and facilitate repeat sales. The agents deal with malfunctions and complaints.
Technical troubleshooting: Advice or repair service on phone is much in demand for IT related problems. These days tech support include product support, post and pre-sales support, tech application support, remote support, and infrastructure management solutions.
Helpdesk: The agents troubleshoot, assist, guide, and provide solutions for IT products and computer issues. They give vital information that helps the distraught customers in real time. Happy customers are loyal customers and the help desk facilitates this.
Order taking: Customers can now place direct orders on the telephone as agents are available for taking orders. They will process this and answer all the customer queries in a skilled and knowledgeable way. Customers might contact them for clarifying doubts regarding products and services as well.
Follow-ups: This helps to build strong customer relations and drives sales. This leads to an effectiveness of various marketing activities besides strengthening the brand value. Use of multi-channel approach increases the ROI for businesses.
Call center services are about real-time addressing of the issues as and when they occur while keeping an eye on the KPIs. This ensures effective feedback regarding the performance of the contact center. Agents can gain the required perspectives by seeing the complete picture such as the understanding of the weak points, areas for improvement, targets to achieve and presence of positive goals to meet.
