Call centre is one of the Outsourcing services which act as a hub to receive the calls from the customers (Inbound) and to call the customers for various promotional motives of the business (Outbound). Inbound call centre facilitates inbound calls that are made by the customers to acquire information, report a malfunction, or ask for help which are commonly called as Customer service or Customer Support. Similarly, outbound Call centre is where the agents call the customers to service them with updated facilities and information and with the purpose of selling their client's products.
The call centre outsourcing service helps the client in several ways to progress and cherish their business among the competitors.
There are various types of Outbound and Inbound Call centre services provided based on their functions and operations. Some of the major outbound services mentioned below:
OUTBOUND CALL CENTRE SERVICES:
Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales, promote new products and update the customers with current available services. And in some cases, recorded sales pitches are used over the phone by automatic dialers which are known as automated telemarketing. Thus, the outbound telemarketing services can increase the profits of the business by using the best of personnel, process and development technologies.
Lead Generation is not a new form of gaining new business, but it now has a new approach of generating business. Lead Generation is gathering information of the customers (customer profile) and to create an interest into the business products or services. Lead Generations are through various means which includes Online Lead Generation, Telemarketing, Direct mail, etc. Lead generation could work for any business, but most industries using this type of marketing include insurance agencies, education institutions, office suppliers, and furniture stores, etc. Trends show that lead generation will become even more popular in the future, especially for service oriented businesses. Lead generations are performed for sales and marketing purposes, to create customer's list and other various purposes based on the objectives of the business.
Survey process over telephone has great significance in outbound call centre outsourcing services as they performed to know the percentage customer satisfaction about the process or products. These surveys benefit the companies so as to improve their business by obtaining the customer's feedback, to research the demands and enhance their offerings such that they satisfy the customer's needs and ultimately profit their business. They also carry out survey process to analyze the customer needs and for advertising / marketing purposes.
This is one of the outbound outsourcing processes performed to follow and ensure the payments on debts owed by individuals or businesses. This collection processes are commonly found in the mortgage, insurance and financial markets. Thus, it saves the money and time of the companies in debt collection when it is outsourced. The agents should convince the debtors to pay their debts in a right manner and not through unfair practices.
INBOUND CALL CENTRE SERVICES:
Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customers satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business (repeated customers). Thus, the agents in the inbound call centers are trained well to service the customers to deal with their complaints and mal functions of the product and to take immediate actions to solve their problems. Good Customer Service will bring good customers and ultimately profits the business.
Help Desk is a service provided by the agents who assists, guides, trouble shoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centres not only provide the technical answers but also evaluate the problem. Help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways. Keeping customers happy is one of the most important objectives of the company. Having an excellent help desk service can resolve any inquiries are the first step to keep them loyal to the company.
Technical Trouble shooting:
Technical trouble shooting is the repair or advice service provided to the customers over phone for their IT related issues. The role of tech support has expanded to include telesales - pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. The goal of tech support call centers is to provide product information and technical assistance that are accessible 24 hours a day. Thus, the technical support is significant in delivering greater value to the business.
Order taking service will help the customers to place their orders directly via telephone to the Order Taking agents. The agents will process the order and answer the customers to their doubts that may have about the products. Order taking service has become a major part of the inbound call centre services as they have too many advantages and the most important is increasing the sales of the product. The offshore order taking service includes taking the order and shipping information. This makes the process much easier and thereby increases the sales and profits the business.