About Call Centers and BPO (Business Process Outsourcing Companies)

Very often, there is a confusion between a Business Process Outsourcing (BPO) and a Call Center. When it comes to a BPO, it’s an organization that performs a process or a part of it for another business organization. This type of outsourcing helps to save on costs and gain in productivity. On the other hand, a call center performs that activity of a business that involves only handling telephone calls – exclusively. To put it in simple words, call centers are centralized departments that handle phone calls to or from current customers and prospects. A call center may either be located within a business or outsourced to another company that specializes in handling calls.

A call center can be categorized into three types –

• Inbound call center: The inbound call center, as the name suggests, receive calls from customers
• Outbound call center: the outbound call center, makes a call to prospects or existing customers
• Virtual call center: the virtual call center, combines the services of inbound and outbound call centers. They can be operated from anywhere, and it is quite easy and quick to set them up. The biggest advantage of virtual call centers lies in the possibility to integrate your CRM or other sales support systems.

Further, the above three types of call centers can be classified into domestic and international call centers. While domestic call centers make and receive calls from prospects or customers within the same country, international call centers receive and make calls to prospects or customers from all over the world.

Why Outsource Call Center Services?

Customers will want to talk to you if they believe you can solve their problems.

‘customer is the king’, and no business wants to lose their customer. There are many enterprises whose businesses are at stake due to insufficient customer support. Call Center services, as the name suggests, are primarily voice-based services; they help to bridge the gap between a business and its prospects leading to increased sales. In this article, we will try to understand the necessity of outsourcing call center services.

In-house Call Center Vs Outsourced Call Center

Whether you are a service-oriented company or a product-based one, customer satisfaction is always your top priority. Prompt and professional responses help to retain customers and convert prospects. Depending on whether your business is an established one, or a start-up, or in an expansion mode; you can accordingly opt as your call center option.

• In-house Call Center: Any business that owns and operates its call center by itself is referred to as an in-house call center. What it means is that the business has its in-house team that takes care of the software and hardware installation, configuration, and maintenance.
• Outsourced Call Center: Any business that utilizes the call center facilities of another company that specializes in offering its services, is referred to as an outsourced call center. Businesses that cannot afford or don’t want to spend on hiring employees to call or receive calls, and further spend time and money on training employees, and implement different technologies; outsourcing a call center works out to be the best and cheapest option.

Outsource Inbound Call Center Services

What is Inbound Call Center

A call center that exclusively takes care of incoming calls made by prospects or customers is referred to as an Inbound Call Center. Calls are usually made by customers to get product support, or inquire about a product, or even to complain about a product or service. We are in a highly digitized world where there is a cut-throat competition in the business world. In such a scenario, businesses just cannot afford to overlook customer satisfaction. And, its’s the inbound call centers that help to provide the focused approach required to improving customer support services. It’s often seen that inbound call center services are outsourced by businesses to manage incoming calls from their existing customers or prospects. It the inbound call center agents that handle these calls – they are trained to provide the needed information or resolve queries – telephonically.

It’s interesting to note how the performance of an inbound call center agent is measured. It involves several metrics, like First Call Resolution (FCR), Average Handle Time (AHT), and the time in queue. Further, these days, the interaction with customers or prospects is not restricted to telephone communications; the agents also need to use e-mails and web-chat to interact. And, the agents are trained to this effect. Inbound call centers typically consist of support teams since the calls are most likely to come from existing customers – either to get an issue solved or other inquiries. The inbound call center mainly administers incoming calls to give product or service support, or satisfy customer inquiries – telephonically.

Benefits of Outsourcing Inbound call center Services

The most important role of an organisation is to never miss out the client who comes forward to enquire the service or product. We provide a professionally dedicated service to keep your customers on track. The vendor who affords a quality product to his customers can maintain the same quality of service after purchase also. Either there may be customers looking for service help for a product or may appreciate the service provided, in that case Best call center. in comes into picture. We have well-versed infrastructure through which all your roles and responsibilities will be transferred to us. The calls can be routed through our medium and our agents are 24×7 ready to serve the best. We have a perfect analytics monitor to continuously look into the progress and meet the customer satisfaction Cent percent.

Outsource Outbound Call Center Services

What is an Outbound Call Center?

A call center where its agents make calls to customers or prospects on behalf of a business or client is referred to as Outbound Call Center. These calls can be related to telemarketing, sales, or fund-raising purposes. Further outbound calls can also be made for updating contact lists, surveys, or verification purposes.

Outbound call centers typically consist of sales teams that make cold calls to prospects informing about the products or services of a business. Also, outbound calls are made to survey shoppers and collect data by researching the market. Though rare, there also exist outbound call centers for solicitation of charitable donations, political donations, debt collection, emergency notifications, critical needs, etc. Just like the inbound call center, the inbound call center agents are also adept at handling communications that include letters, faxes, chats, social media, emails, etc.

Just like how the inbound call center uses different the FCR metric to monitor the performance of its agents, the outbound call center also has distinct metrics to measure the performances of its calling agents. It includes cost per call, revenue earned, total calls made, and tasks completed.

Outbound Call Solutions

It has been a great challenge for the companies to contact the right customer at the right time. They have to maintain the data of customers who asks for a call back or may be busy at the time of calling. Almost 90% of the valid customer’s interest will go outdated if proper outsourcing is not provided. Here arises the Bestcallcentre.in.

We have a culturally developed CRM and a platform to wholeheartedly serve and excel your business. The Calling Mechanism we have can be the best alternative to all your manual dialing processes. The proper and curated outbound services can help you make a stiff bonding between your customers. We cover all types of outbound call center services like some of the examples given below

• Lead Generation
• Customer Verification Services
• Tele Marketing
• Surveying and Analytics
• Customer feedback Analysis
• Lead Generation