The phenomenon of outsourcing to a call center service has simultaneously increased in the past two decades. This has coincided with globalization and rapid development in the mediums of communication. With growing channels of communication, companies across the world took to availing these means for business purposes. And what better way is there than outsourcing to an Inbound call center.
For a successful business to operate with undivided attention, a combination of functions and factors are important. The same goes for industries, in a broader prospect. On the downside, any lacking of the functions can cause an adverse chain reaction. To avoid such an outcome, a safer choice has always been outsourcing, and lately, its importance is being acknowledged.
Outsourcing services is often considered as the last resort for business ventures. However, a call center service provides assistance nonetheless to any company in need. Companies and industries are supposed to find the right balance between their core business activities and maintaining a decent relationship with customers. An Inbound call center helps realize the goal.
How Call Center Services Work In Actuality?
Call center services are typically stated to be services that either call individuals to strike a business deal or receive calls from strangers and customers alike, asking for some sort of assistance. However, the entire functioning of a call center is just not restricted to phone calls and there have been other modes of communication as well as other strategies, that are equally important in making the business a household name.
To better understand, how call center services work in actuality, it is important to first understand the different classifications made by business heads. Popularly speaking, there are two types of classification made, based on their individual purposes and even the technique used to perform the tasks at hand.
However, to get all the technical and other financial benefits of outsourcing, hiring a service provider from a developed country will naturally provide these key things. Thus, an American call center might be a solution in most cases. Nonetheless, here are the classifications that have changed the dynamics between companies and industries with the idea of business process outsourcing.
Inbound And Outbound Call Center Services
The initial classification was based upon the sheer individual purpose of inbound and outbound call center services. Typically, an Inbound call center is thought to be about receiving calls from interested audiences as well as existing customers. However, there are other services that inbound call centers are capable of providing.
Some of the major services provided by Inbound call center services include free advertisement, indirect marketing, data collection and analysis, lead generation, and customer service. Each of the functions has its own important contribution to make and helps in creating a good image of the company.
On the other hand, outbound call center services use the same image to sell items or services registered under the company name. Contrary to inbound call centers, outbound agents are the ones calling individuals to strike a business deal. In this case, the company is the one with the necessity to make calls to individuals with an eye for sale.
The agents have to be tactful in dealing with the potential leads and be convincing enough to make the most out of it. Services such as paid advertisement, direct marketing, co-reg lead generation, and sales fall under outbound services. The company needs to increase its revenue, thus, it is bound to take drastic measures and spend a few ounces on outsourcing an outbound call center service. For example, in the case of Financial services outsourcing, the financial sector requires both inbound and services.
Voice And Non-Voice Process
Secondly, call center services are again classified into voice and non-voice processes. This classification is purely based on the technicality of call center services. The voice process is stated to be any audible mode of communication, such as Phone Answering Services. Whereas, the non-voice process other methods such as written communication instead of verbal interaction.
However, most major business functions use both the voice and the non-voice process, alternatively in getting the desired result. While phone calls and voice messages are part of the voice process and especially the Phone Answering Services have been prevalent in the growth of business ventures.
As the non-voice process caters to written and non-verbal or inaudible methods, there has to be a demand for it. 10 years ago, there was limited demand for the non-voice process, with a few exceptions of course. However, things have rapidly changed since the internet and social media platforms dissolved all borders in the virtual space. Lately, chat and email services have been one of the biggest players in the business outsourcing scenario.
Major Benefits Of Inbound Call Center Outsourcing
With all that being said, it is still somewhat unclear what are the definite advantages or benefits of call center outsourcing. There are surely a handful of universal benefits to count on, however, there are other factors, such as economical, technical, or regional factors to consider first. Like, outsourcing to an American call center will immediately solve the economical and technical crisis faced by the company or industry.
- Out of the various types of call center outsourcing, no matter which one you opt for, it is sure to alter the work dynamics. That is to say, the company will have better infrastructure, better technology and equipment, and even a reliable workforce.
- Globalization has surely dissolved all borders but, it has also allowed an overlap in the time zone of different countries. This has put emphasis on the need for 24*7 services, which can be acquired from outsourcing candidates from different parts of the world. The same is also true in the case of language. Thus, the multilingual workforce has been on the rise as of late.
- The most important that an Inbound call center is recognized for providing is customer service. Custom services have the ability to build or break company-client relationships.
Alicia Johnson is an outreach consultant for multiple technologies industries. With expertise in corporate communications and practical knowledge about different technologies, she has spent the past 7 years working in the technologies industry and she loves to share her experience with readers.