subject: Various Call Center Services That Are Currently Very Popular [print this page] Today, call centers form a very important and prominent part of every business organization as they are providing assistance and services to most of them. It is almost impossible for organizations to survive and perform without outsourcing their various tasks and processes to other vendors. Such a methodology has lot of advantages that make it more effective and attractive for businesses.
There are many processes that are outsourced by businesses. Further, different businesses require different technologies and services. Listed below are some of the most popular and effective call center services.
E-mail Support Services: Email is one of the oldest communication medium used over internet. However, its use in the support services has been a little low due to the long response time that it takes. However, it is still used by many organizations due to certain benefits that it offers. You can send documents, scanned copies, photographs etc through emails which are required by many organizations for delivering support services. This also allows you to have a well documented and dated proof of what the customer sent and how you replied to him. Email Support services are heavily used by financial institutions and various other industry segments.
Phone Call Center Services: These are the most popular and common services that are provided by contact centers. Telephone call center services allow customers to get a very quick solution for their queries. Further, it is much easier to just pick up your cell and talk to an agent for your queries rather than sending an email or using any other services for the same. The process is much less time consuming and highly effective. These services are usually categorized under inbound and outbound services. In inbound services, customers call the company regarding their issues and requests which are then solved by customer care officers. Outbound services can be used for a number of functions such as telemarketing, survey, physical mail follow up etc.
Web Based Call Center Services:Web based call center services are relatively new as compared to email and phone call center services. This segment mainly includes chat support which allows customers to get help from a live agent through web chat. This methodology is mainly used by businesses that are into e commerce segment or provide online services to their customers. The chat support agents are trained to deal with such customers and guide them to the right place on their website. Most of the times, customers are not able to find a particular product or section on the merchant website and may require assistance in this matter. Chat agents are available for such customers and help them in navigating to the desired product. Further, they can also be used for providing other support services too.
Back Office Services :Back office tasks are usually very tiresome and fall under non-core activities of a company. This has given rise to global outsourcing back office services which allows organizations to outsource their various back office tasks to offshore service providers. Back office Services include various activities which includes data mining, data entry, data processing, online web research service providers and many more.
