subject: Call Centers - New Trends In Call Center Industry [print this page] Call Centers - New Trends In Call Center Industry
Customer is the king according to most marketers. As a result, the customer support gets the priority in any marketing effort. The situation is the same in online marketing too. This is the reason for the establishment of call centers. When the companies found it difficult to have call centers in house, they decided to outsource them. The result was the springing up of many large scale call centers in Latin American and Asian countries where call centers could be maintained at low costs.
inbound call centers are the most important of the call centers. There importance is due to their exclusive job of providing customer support. When customers dial numbers to get details of products the calls end up in an inbound call centers. The well trained customer care representatives talk to them and answer any queries to keep the customer satisfied about the product. This is how theinbound call centers work. One inbound call center caters to several companies. As a result they have a huge work force. This is an advantage as there are many people who are able to do the same job. Under such circumstances, if one employee leaves the company the impact of his absence is less.
In case of out bound call centers, the situation is entirely different. They use telephony for marketing purposes such as for propaganda work and to give details of products etc.
Inbound call centers are now getting equipped to cater to live chat messages. In a new trend, the web masters have started to make provisions in web pages to contact support through 247 live chat. In this case the same way people who man the inbound call centers get telephone calls; live messages come as live chat. The reply also goes as live chat. This is a live support service maintained with chat. The customer support representative should be well versed on the subject to give the correct answer. In addition to that they should be able to write good grammatical language. Live chat is cheaper than the live telephone support. As a result, with 247 live chat the costs could be further reduced. It will be a consolation for the already ailing companies that ask for live support service.
Infra structure requirements for live chat and the inbound call centers are almost the same. The only difference is that the staff need to be trained on the writing skills as good language with correct grammar is a must for good live chat service. It appears that thecustomer support staff who manned the inbound call centers adopt themselves well to the 247 live chat support service.
As online marketing is going to improve in the coming years, there is a good future for the 247 chat support. With more and more call centers with chat support opening, the industry will get a boost in the next few years. Due to the stiff competition among the companies to sell their products, thecustomer support services are bound to get a better demand.
