Most Popular Call Center Services - At A Glance

The latest trend among several companies in the USA and UK is outsourcing

. This is now a popular trend because of the cost benefits that outsourcing offers. You would no longer have to spend on overheads such as training and hiring staff, office space, installation of software and so on. All you pay for is the services that the outsourcing company offers. Thus outsourcing is a popular trend, and if you are running a small business, you can follow it too.

If you look at what division most companies outsource, it is almost always their customer support. The call center job was very popular and sought after job in places like India when it just started. Businesses forward their number to call centers in India - when a customer calls, their call would be forwarded here and a rep from India would answer on behalf of the company. They would also extend any support services that may be required.

Following are the most popular call center services that any outsourcing company would offer.

E-mail support

Though we have popular and more instant modes of communication like chat and SMS, E-mail is still one of the most formal and conventional forms of communication. It is not considered official unless something is stated in an e-mail. To handle clients' e-mails could be a heady task - so this is mostly outsourced. Reps from remote areas send and receive e-mails on behalf of a company. Thus this is one of the most popular call center services.

Live chat

As stated above, live chat is one of the most popular instant modes of communication. If people are browsing your website and they have a question, live chat would prompt them to ask the question right then. Answering that question promptly would perhaps result in a sale. If there were no live chat, the prospect might not take the efforts to ask that at any other time or any other mode of communication. He might just leave the website. You do not want that do you? Especially, if your business deals in the sale of products, live chat is a great tool to increase sales. This process of answering live chat is also usually outsourced and is one of the most popular call center services these days.

Phone services

Answering phone calls, as you know is one of the primary functions of a call center. They receive and make calls on behalf of their customers. Today, reps at call centers not only act as mere agents who answer calls, but also help in making sales decisions. They offer insights to prospects on making purchase decisions. They also bring in new business to their customers. Therefore this takes the functions of a call center to the next level - that of growing from answering calls to influencing important decisions.

Ticketing support

When you can expect a continuous in-flow of e-mails, it may not be practical for a few people to answer promptly to all of them right then and there. So the concept of ticketing was brought in. A person can send a query to a company via e-mail, then they will automatically receive a "ticket". This means that the mail has reached them and will be answered in a short while. The reps from the call center will answer queries based on the order of tickets. This ticketing support works great for businesses that sell products - if customers have complaints or need assistance, they can send a mail and this will be treated as tickets. This process also works best for many companies when outsourced.

These are the most popular call center services. Integra Global Solutions is a company that also offers them and more. You can check them out and find out if it will work for you.

by: Sarah

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