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Outsourcing your inbound and outbound call center services can, apart from being highly cost-effective, help save your valuable time and productive resources.
Understanding Different Inbound and
Outbound Call Center Services
Outbound Call Center Services
A call center which is basically a centralised office used for handling large requests via
telephone plays a very important role in determining customer loyalty and the overall long-
term profitability of any business, though for some unknown reasons, it’s effectiveness is
still undermined by many. What they fail to understand is that their very reputation will be
on the line if the companies fail to serve their customers’ needs in a professional way and by
professional, I mean through reputed call center services.
Long gone are the days when call centers were simply viewed as rooms packed to the brim
with people sitting in small cubicles, handling calls. Today, call centers not only provide
landline and online communication with its legendary outbound and inbound call center
services, but also manage email, fax, real-time chat, call routing, IVR, automated callbacks,
mobile SMS etc. among many others.
But as I mentioned earlier, these are secondary. So, let’s talk a bit about its primary services
along with its different types based on their operations and functions.
What are Inbound and Outbound Call Center Services?
Inbound call center services is referred to one where a customer initiates to a call center to
get his queries resolved whereas Outbound services is where call center agents make calls
to prospective or existing customers. Below I will give brief descriptions on the most
common services provided by both.
Types of Inbound Call Center Services:
before, after and during the purchase to satisfy their needs through interaction.
Inbound call center agents handle everything from complaints to malfunction of
products to taking immediate action to resolve customer’s issue. It also plays a
significant role in bringing back customers.
Inbound Sales recently are becoming more profitable than their traditional
outbound counterparts since its focus is primarily based on becoming found by
desired customers. It is basically referred to services where the customer enquiring
the organisation for a product or service is further prompted into buying it or at the
very least, added into database for future sales.
Help Desk/Technical Troubleshoot is a very important part of call
centers that not only provide technical answers but also evaluate problems
regarding computer problems and IT related products such as pre and post-sale
technical support, on-site tech support, network tech support, application, desktop
and warranty support, maintenance services etc. Providing an excellent help desk
service is vital to keeping a loyal customer base.
Types of Outbound Call Center Services:
Lead Generation through outbound call center services has gained immense
popularity recently with various sectors such as education institutions, insurance
agencies, travel departments etc. It is basically the process of attracting interest to
your company’s product or services in order to cultivate an audience for your sales
via different means such as telemarketing, online lead generation, direct mail etc.
Customer Surveys via telephone has enormous significance in contact center
services. It is basically a form of research where call center agents make outbound
calls to customers regarding their views on issues as to how well or how badly its
client company is performing along with analysing customer’s need for
advertising/marketing purposes. The companies thus make improvements based on
the customers feedback.
Telemarketing Services is used by client companies to promote their
products and services to potential customers to build relationships and generate
leads over the telephone. It uses both persons trained in conversational skills and
sometimes recorded voices known as automated telemarketing to enhance sales,
promote products/services or update the customers with current available offers.
Appointment Scheduling is another one of the important services availed
through outbound calling. It involves using the list of profiled and targeted
information obtained through lead generation to set up appointments with the
prospect leads along with preparing reports containing crucial information
addressing the unique needs of the prospect to further help conversions.
Companies that avail inbound and outbound services, you must understand very well that
call centers have the potential to fuel the success of their business and by doing so, they not
only keep themselves up to date with the current communication methods but save money
and time and most importantly improves the relationship with their customers. What about
you? Are you still looking to outsource your call center services? If yes, then your search is
Octopus Tech is your one-stop destination which apart from being a well-established and
reputed outsourcing company, provides state-of-the-art inbound and outbound customer
support services across the globe. We provide efficient call center support and telephone
answering, round-the-clock services with the help of our skilled professionals, modern
infrastructure and latest software.