Best Outbound Call Center Cost
According to a survey of the most relevant statistics of the customer experience with the Outbound Call Center Cost, customer satisfaction is considered the most important metric of a call center by more than 60% of customer service managers.
The eDigitalResearch customer service benchmark study, published by tu-Voz, showed that the telephone ranks as the most used medium by customers (87%), preceded only by email (90%).
As for the rest of the channels:
- 63% expect postal mail to be active;
- 58% believe that one of the ways companies serve their customers is face-to-face;
- 56% expect to be able to get in touch through a contact form;
- 30% through chat;
- 20% through a mobile message;
- 16% through social networks;
- 11% through an app.
This allows you to see the importance of your company’s Outbound Call Center Cost having a well-structured call center to speak directly with consumers in a personalized way and guarantee the resolution of complex problems.
To understand what an Outbound Call Center Cost is, how it works and how it is better structured, join us in this content!
What is a call center?
The call center, also known by the term call center in English, is nothing more than the tool used for your company to make and receive calls and stay in contact with the customer to solve questions and problems about products and services. The call center is also a sales tool for businesses.
Therefore, the call center is composed of online platforms, as well as physical structures capable of receiving calls from consumers, distributing them to the service team of your company that will establish the relationship with the client, according to the most diverse demands of Outbound Call Center Cost. Either to provide technical support or user orientation services or even, as we said, to generate business opportunities.
What does the importance of an Outbound Call Center Cost?
The functions of a call center go far beyond answering the phone. They must be strategically related to the customer experience that your brand wants to offer to the consumer. Therefore, a quality service directly strengthens customer satisfaction and offers a positive experience with your company.
The volume of contacts that can be received through the call center created the need for software to assist in management; allowing companies to provide services in an organized, modern way and with total control of the demands that arise from customers.
A voice tool tends to make customer service more satisfactory since it allows the user to receive an agile, specialized, and efficient service. The voice service also tends to be more humanized, making the answers to customer questions and the solution to their needs more qualified.
For this, it is also necessary to reinforce here the difference between a call center and telemarketing. The main difference refers to the language and the way of treating the customer.
In telemarketing, a pre-structured and more robotic script is followed, while in the call center, it is possible to establish a language that is lighter, more personalized and closer to the reality of the client.
You may be interested in reading: 5 pillars of telephone etiquette for call centers.
What are the types of call centers?
The call center can be done in three ways: active, responsive or mixed. To learn about these three types and analyze what makes the most sense for your company, we will explain the differences here.
In the active call center, as the name implies, it is the business that makes calls to customers and not the other way around.
Therefore, it is a type of call center that makes the most sense for companies that need to have a call center that goes beyond meeting and supporting consumer demands; but to make sales and even collections.
It is a call center that goes beyond the need to be an open channel that maintains the relationship with the customer, but that needs it for effective sales and contracts. Therefore, the company must worry about maintaining a very specific customer database to manage the operation of this call center.
Another type of call center is the receptive one, in which the customer contacts the company with questions, complaints or even suggestions. In this case, the company must show the consumer that it has this phone available for contact and how important it is to receive their calls and maintain that relationship.
who need to offer technical support and customer service in a qualified and professional manner. Ideally, it should be integrated and aligned with other company service channels, such as email, SMS, chats, social networks, among others.
In the mixed operation call center, the telephone service is used for both answering and making calls. It is considered the most comprehensive type of customer service.
In this case, the telephone serves as a contact for the consumer to access the company to buy products or services, ask questions or for any other type of contact that makes the company improve its relationship with the customer.