subject: Understanding the Knowhow of Outsourcing [print this page] Understanding the Knowhow of Outsourcing Understanding the Knowhow of Outsourcing
The expansion of your business empowers your establishment. Along with this comes the great responsibility. The responsibility to handle more customers and their calls which could make your in-house times gasping for more time and more official space. If worsen, this could make all things out of control and customer satisfaction zero. To avoid this, you can consider two options:
1) Start recruiting process
2) Start looking for a right call center partner.
The first option can turn your profits into null and void. Chances are that you might end up spending more amount than you expected in recruiting, training and setting an infrastructure for them where as the second option can bring in favorable results for you in real time at affordable rates!
Generally the services of call center can be divided into two parts:
a) Inbound call center services
b) Outbound call center services
The services of inbound call center services include seminar registration, customer follow-up for closing a deal, IVR services, order processing services, up sell / cross selling additional selling, web chat, e- mail and IM response etc.
The comprehensive services of Outbound call center include Telemarketing services, Lead support and qualification, market promotions, credit cards processing, debt collections, market research and surveys, member verifications and others.
Call centers are also providing e-commerce solutions like online order tracking, website or application development, web chat support and web maintenance services.
The services of call centers are cost effective as they save your money two ways. One by avoiding the new recruitments and two by sparing time for your existing in-house team, which enables them to concentrate on other business specific issues. Also, you pay only for the project and on the actual operational costs.
Call center supervisors train their agents on timely basis to polish and update their market information as per the changes. Before handing out a project to call center agents, they are thoroughly trained to know the fundamentals of your services or product so that they could resolve any kind of query or issue a customer might ask.
Also, the agents are accent neutralized and possess good communication skills in order to cater diverse range of customers.
