Most of the time, as laymen, we are under the illusion that call center services include a type of customer service dependent on phone calls from customers. It might have been true before. But now, call centers have changed considerably, from a single front-end desk manager attending to calls to a full-blown team of professionals handling customer care.
Today's businesses practices are more customer-centric, where, for the success of the enterprise, it is vital to satisfy a customer.
And in sync with this customer-oriented approach, call centers have also evolved. With newer technologies and requirements of businesses, different call centers are needed. Thus call center outsourcing companies offer customer services according to the enterprise, customized to deliver the best. The customer-centric approach not only enhances customer experiences but also increases business profits. It is a win-win situation from all sides- the customer, the enterprise, and the outsourcing company.
Thus when businesses outsource call center services, there is not just one type of a call center. Here we will discuss the most common types catering to businesses.
1) Inbound Call Center Services: An inbound call center is the most basic type of center offering customer care. It is a conventional call center service where agents offer customer care through phone calls. The agents cater to customers calling for product complaints, service issues, technical problems, order-related inquiries, refunds, replacements or product deliveries, etc. The technology used in such a type of center is IVR (Interactive Voice Response) and VoIP (Voice over Internet Protocol) for smooth call management.
2) Outbound Call Center Services: As opposed to an inbound center, call center services with an outbound strategy caters to outgoing calls to prospective customers for sales and marketing purposes. Companies use this call center service to facilitate their growth and expansion. It involves telemarketing calls, sales calls, follow-up calls, feedback and survey calls, billing reminders, upselling, and cross-selling calls for companies. An outbound call center is also dependent on the phone-based communication channel. But, also includes email, SMS and, social media platforms for aggressive sales and marketing efforts.
3) Multichannel Contact Center Services: With time, the changes in communication efforts by call center outsourcing companies are swift. Both inbound and outbound call centers seem straightforward and dedicated options. But there is another type of call center or appropriately termed contact center called Multichannel Contact Center. This type of call center service caters to both inbound and outbound services. The difference lies in its approach towards the delivery of services. It uses a variety of communication platforms like messengers, webchat, voice assistants, social media channels, email, SMS, Apps, along with traditional phone calls to communicate with the customers. It is thus more versatile in its approachability than traditional phone call methods, enhancing both inbound and outbound services. It is a convenient and cost-efficient method to offer customer support.
4) Omnichannel Contact Center Services: The omnichannel contact center is an extension of the already multi-dimensional multichannel contact center services. It is also a dynamic form of contact center offering communication on all platforms like the multichannel. But what moves it a notch up is the unification of all these platforms into a single channel. In simple terms, if a customer contacts through a social media platform like Twitter, an agent can further the communication through email, phone, a messenger, or even an SMS according to the customers' convenience. All these channels are unified for customer engagement and contextual history thus, making it easier to offer solutions with a more custom and personalized approach. Therefore, this type of call center service streamlines and smoothens the customer care journey.
When you outsource call center services for your enterprise, the crucial step is to decide the type of services you want. It can be inbound, outbound, multichannel, or omnichannel services. The next part is to choose a call center outsourcing company that aligns with your business goals and requirements. Whether you have a small or a big business, outsourcing call center services will enhance customer services and deliver higher business growth.
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