Multi-channel Call Center Services

Multi-channel Call Center Services

Multi-channel Call Center Services

A couple of years back, call center services would mean voice calls and answering service agents. The non-voice segment had not developed then. But two-three years down the line, the non-voice section, led by online lead generation, is now a force to reckon with. BPO units cannot no longer rest by using only single dimension BPO services through telemarketing calls. It's true that even now voice calls manage to hold their sway over other media. But it's also true that this department is being amply challenged by the rise of non-voice methods. The emerging faction is now contributing in a more active way towards the earnings of the call center. And that is another reason why they are growing in stature. Only those processes dominate that produce results. Non-voice processes do that.

Non-voice processes are the true expressions of call center services over multiple channels. Those channels could be through social media, email marketing or even direct media marketing. BPO units are traditionally wary about social media methods. The primary reason is that they don't often instant, tangible results. Social media is all about waiting and promoting your brands. If the call center units have the green signal from the clients and the budget to pursue social media marketing for months with little to show in the profit chart, then they should go ahead. Otherwise social media refuses to tick for a brand that is not popular offline. It may take a long while to create brand awareness about something new on the social media networks like Facebook or Twitter. Users on social media are very fickle. They have no time for lead generation.

Email marketing works best for B2B lead generation. Business heads prefer emails and newsletters as opposed to telemarketing calls. When you write to them, it stays on in their email inbox and they can read it at a leisure time. You cannot have this advantage for phone calls. Your outbound call center agents can never guess what kind of a time would be ideal for the business contact. Not being able to pick the right time would mean lesser chances of sales lead generation. Business heads and influencers don't appreciate phone calls during peak business hours. And there is nothing fixed as business hour. It could be just about any time.

If we move on to direct marketing, the client needs a heftier budget and the call center needs quality customer service. Direct marketing will see ads running on TV and in radio. That would mean curiosity towards the brand and products. It would mean more prospective customers calling up to find out more or just buy. You need the express services of an inbound call center team that delivers. Direct marketing methods are expensive. You will have to tap all the customers that come in so that you can validate the expenditure borne by the clients. Working in these multiple channels will make call center services more versatile, appealing and wider in reach. It's the way of the future, that's for sure!

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