A Brief Note on Voice Services in a Call Center

Call Center services as offered in a BPO company can well be differentiated into two main parts- Voice based services and the non-voice services. In this article, you will know what those voice services are. The voice based services of a BPO are further categorized into two inbound call center services and the outbound call center services. The inbound services are usually seen as an improved and better version of the voice-mail facility of the phone. You will be receiving calls from your existing as well as your potential customers concerning queries, complaints, orders, plan structure and others.

Inbound services as offered in a customer care center are found to encompass few of the following work areas. These include:

Phone answering:

Answering service or phone answering help you manage calls regarding your offered services and products. These services are carried out through the live phone support involving the most cost-effective parameters irrespective of the territorial borders and time.

Customer Service:

Bridging the major gap between you and all your targeted customers, the customer service will be helping out to portray a better image so as to strengthen your brand in the prospective market. Hiring customer service from a BPO will be the right way to save costs. Hiring offshore live agents working 24/7, you will not miss the opportunity to miss out a call of any single customer.

Technical Information on Product or service

One of the most crucial part of promoting your service or product is to gather some technical know-how. The call center representatives are given required trainings including specifications of any product or service. Moreover, the agents are strictly monitored by the respective project manager so as to ensure quality operations and assurance.

Order taking

It is through the well-trained workforce that processing of all kinds of formalities needed to be placed on an order for your service or product can be carried out.

Together with the above voice based services, there are other voice services offered by a customer care center. Some of these services include support line, order hotlines, technical and helpdesk support, direct and emergency response, handling the call overflow, consumer response, claims processing and others.

These are few of the additional customer care services that are being outsourced at reduced rates categorized under the inbound services.

Outbound call center services

The outbound services are primarily taken to be telemarketing. Well-trained executives are found calling the potential customer base in order to consolidate on to his or her decision. You will also get increased sales and also more leads at a time. Scheduling appointments, loyalty and the satisfaction surveys and the demand assessment on behalf a company happens to be an important part of the given outbound services.

Debt Collections

In this regard, a continuous reminder is set to defaulters of the pending dues by the customer care representatives.

Verification Calls

The calls on verification include checking out of the similarity and the consistency of the data offered by the company database.

Sales support and lead generation

Increasing your prospects and in the process improving sales with the essential BPO service.

Telemarketing services

Telemarketing services happen to be the way to manage market promotion and boost customer relationship with the BPO telemarketing processes and services.



Source by Jems Hug

Leave a Comment

Your email address will not be published. Required fields are marked *