The call center service provision is an important determinant of the growth and success of an organization in the commercial and industrial sectors. It is empirical that customers are provided effective services, as they are substantially influential in affecting the reputation of the organization. While the quality of service provision should not be compromised, it should also be ensured that they cover several grounds to attract and service a larger and broader customer base. This will allow generation of higher revenue and profit, through which organizations will look to expand their operability and enhance their productivity. Furthermore, a quality service provision will also allow organizations to achieve customer experience, satisfaction and retention – attributes that every organization strives to attain the highest levels of. It is unfortunate if an organization loses customers or business because of ineffective service provision. Customers could be encouraged to seek support elsewhere if they are not provided appropriate services.
One of the practices that allow organizations to enhance their operability and attain success and growth in the world of commerce is outsourcing. Outsourcing is the transferring of certain business operations and tasks to third party external vendors in order to cater better to the needs and requirements of customers, and to provide them better support. Outsourcing also enables organizations to improve their productivity. Through outsourcing, organizations can save time and money – two resources of empirical value in any business – that can be utilized in the conduction of other important business tasks. These tasks include production and manufacturing of goods, and identification of changes to be implemented in the business model with an aim to provide better support and achieve customer experience and satisfaction. Risk sharing is another front that benefits organizations that adopt outsourcing. In addition to transferring part of the services to a specialized third party external vendor, the accountability associated with the tasks can also be shared between the two. This allows them to focus more on core business activities.
Call center services provided to customers are of several types; however, these can be classified into two main categories – inbound and outbound service provision.
Inbound services are provided when customers call with their queries and concerns, and are seeking support regarding a product they have either purchased or are looking to purchase. Call centers that provide inbound services are called inbound call centers. A few examples of inbound services include technical troubleshooting, helpdesk and inbound sales. When customers call with their complaints and issues, they are first offered generic and basic information regarding the product or service they are seeking support for. Their calls are then transferred to the appropriate call center agent and/or executive who provide the support being sought. The effectiveness of call center service provision is supplemented by facilities like twenty four hour answering services and data verification services.
Twenty four hour answering service provision allows a round-the-clock provision of support, ensuring that customers are serviced as and when they require. Customers are also given the freedom to call with their queries and concerns as per their convenience, which helps achieve customer experience and satisfaction. Twenty four hour answering services also ensure that an uninterrupted stream of business operations is maintained, generating more revenue and profit and uplifting the reputation of the organization. Data verification services are made use of when customers who are seeking authorization for a particular transaction are living at a distance and therefore are not able to provide the required customer data. Through data verification, organizations can maintain accuracy, completeness and consistency in the data, something that has emerged as pivotally important in the world of commerce. This facility is made use of by companies and organizations that ask their customers to make payments through electronic checks.
Outbound services are provided when call center agents and/or executives call customers to inform them about the launch of a product in the market, or one that has been upgraded to include and incorporate more features and facilities in order to cater better to the needs and requirements of the customers. Some examples of outbound services are appointment scheduling, lead generation, market research and survey, and telemarketing. Through outbound services, advertising, marketing and promotion of products – which are of boundless importance in the field of commerce – are achievable.
Of the different constituents that form outbound service provision, telemarketing has emerged as the most sought after facility. It helps organizations eliminate the task of hiring sales personnel, which further allows them to save money to be used in other business operations. Moreover, outbound telemarketing companies provide a wealth of services to their clients and customers. These include, but are not limited to, research surveys and polling, debt collection and direct mail follow up services. Market research and survey allows organizations to collect and gather feedback from their customers regarding their services and products. This feedback allows them to identify changes that they can incorporate in their business model and allow a better provision of call center services and support.