Transformation in Call Center Services

Transformation in Call Center Services

Transformation in Call Center Services

The best part and also the most challenging part of call center services is that it changes and transforms itself regularly enough. It's up to the BPO units to keep pace or find themselves with two left feet. Some time back, the paradigm of interest was in the optimization of the telemarketing services. The agents and the team leaders were aware that they had to make the most of what they have. Clients insisted on the same, too. But with time and competition, the drive has gone beyond optimization. It's about innovation and changing the way things are done. Telemarketing experts know that you cannot optimize after a certain ceiling. However, they couldn't possibly limit the work to that ceiling. They had to break open the shackles and get more customers in the bag. That's what gave birth to transforming the traditional practices and doing something drastically different.

Let me take the discussion forward with an example. Lead generation departments generally depended on telemarketing calls made by the outbound call center agents for their leads. They optimized the process by various processes like voice broadcasting and text messages to prospective customers. Things continued to roll and get fine-tuned till the cracks began to show up. The call center agents go overzealous with the calling. They may end up calling too many people. The BPO gets reported and they have to tone down their cold calling. That's when online sales lead generation stepped in. The call centers dedicated their resources to build and optimize websites. These websites were used as beds for generating leads. In these cases, the websites act as the online brochures for the clients as well as for customers. Anyone interested in your brands can easily come up and check out what's there on the platter.

The transformation has gone on to include emails in the process of telemarketing. Because prospective customers are particularly busy and are not always available on the phone, call centers are using emails to contact them. For B2B lead generation, emails play a vital role. You can send across an email listing all your offers and business ideas. If the contact is interested in your call center services, they will give you a call back. Otherwise, you can send email reminders after a week or so. The follow-up emails have to be dynamic and progressive. You can also get your outbound call center agents to call them up and find out what their response is. Use the email you sent as your reference point. It smacks of professionalism that way and you immediately make an impact.

Transformation in call center services expands to customer service. Tracking or monitoring the calls at inbound call center desks isn't the only way to make customer care a better experience for the callers. You have to take some other salient matters into consideration. Take stock of the hold time. Find out if the callers are getting their problems solved on the very first call. These aspects will make the department squeaky efficient.

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