Customers are crucial to a company’s success. It is true that there would be no business if there were no customers. As a result, a critical question for practically any organization is: How do you balance costs while also providing a fantastic customer experience?
The answer for many businesses is to use a call center. Call center services are being outsourced by an increasing number of enterprises, ranging from small and mid-sized businesses to huge multinationals like Microsoft and Ford. They’ll use call centers for a variety of purposes that will benefit both the company and its customers.
Examine the different types of call centres and the services they provide to evaluate if call center outsourcing could help your company.
In-House vs Outsourced Call Centre
The two types of call centre services are In-house or outsourced call centers.
A business can own and manage its own call centre, which is referred to as in-house. The goal could be to provide service to current clients or to make calls in order to acquire new ones.
The advantage of in-house call center is being near to the company. Since the call center is just another component of the business, branding and processes may be more uniform, and issues may be resolved more quickly.
The investment required to discover, hire, and train people, as well as the office space and expenses required to manage the call centre, are all disadvantages.
If a company does not want to build or maintain its own call center, it can outsource call centre services to a third party. Many businesses choose this option to save money, which is a significant benefit.
A disconnect between the firm and the call center, as well as a potential gap between the required level of customer care and what the call center provides, are potential disadvantages of outsourcing call centre services for small businesses.
Call centre services: what services can a call center offer?
There are three types of call centers to consider when outsourcing call center services: inbound call centers, outbound call centers, and automated call centres.
1. Inbound Call Center Services
Inbound call centres, at their most basic level, take calls. Incoming calls for a company or organization are handled by their agents. Inbound call centre services can be an extremely useful tool for businesses.
Since it might be difficult for a business to have the workforce or infrastructure to handle a high volume of calls, many companies will outsource inbound call centers to provide customer service.
Call centres are typically better able to handle both low and large call volumes and are staffed with trained customer care representatives. Upselling techniques are frequently taught to agents.
There are numerous inbound call centre services available, but here are a few of the most popular:
- Answering service
- Order processing
- Chat support
- Email responses
- Tech support
- Loyalty programs
- Help desk services
2. Outbound Call Center Services
Outbound call centers, at their core, make phone calls. Agents from call centers will make phone calls on behalf of a company or organization. They can play an essential role in lead generation and sales funnel development. While this may include phoning leads to acquire new clients, other outbound call centre services include:
- Appointment setting
- Conducting customer surveys
- Welcome calls to new customers
- Market research
- Billing explanations
- Event registration
- Product recalls
3. Automated Call Centers
To stay in touch with clients these days, practically every company uses electronic methods. Automated call centers help businesses automate operations like:
- Appointment reminders
- Online scheduling
- Check-in reminders
- Email management
- Holiday greetings
- SMS texting
- Dealer/franchise locator
The size of a call center, which is often dependent on the number of agents available to make or receive calls, can be used to further categorize call center types. The average number of agents in a small call centre is 5 to 10. Large centers have more than 50 seats, whereas medium centers have roughly 30 to 50. Large call centers typically serve multiple clients and are open 24 hours a day, seven days a week.
General Benefits Of Call Centre
Call centers, despite their name, handle more than just phone calls. They frequently handle communication online, whether through real-time chats on the company’s website, email, or social media. The following are some of the benefits of outsourcing services to a call center:
- Reduced costs
- Increased flexibility
- Greater responsiveness
- More service coverage (including different languages)
- Access to the latest technology
- Freeing up business resources to invest elsewhere
Not every company should run a call centre. Investing in a contact center when you’re a small business just getting started in your field might be costly. Call centers enable your company to capitalize on sales chances that are otherwise unnoticed. Consumers today have access to a variety of technology and platforms that enable them to shop from their favorite companies at any time of day or night.