Although a large part of the call centers operates in the outbound area, this should not mean that there are no other types of call centers. Because, as we reveals, inbound, customer care, and virtual call centers are also modern call centers. In a call center that specializes in the area of inbound, customers contact the call center agents themselves. The inbound call center takes on a wide range of tasks, from providing information and taking orders to complain management.
However, when it comes to customer acquisition and telephone sales, the outbound call center is responsible. The employees are specially trained in the area of telemarketing to make an appointment with the customer by phone or to conclude a purchase contract. In part, the outbound employees work together with the field staff of the respective company. The collection of statistical data also falls within the remit of this call center. Questions about customer satisfaction are also dealt with and the address update is also responsible.
Call Center Outsourcing:
The Customer Care or Customer Service Center is a kind of inbound center, which not only supports the customer by phone. Other communication channels are also used to advise customers as extensively as possible. Communication by email is particularly popular. Virtual call centers have the additional advantage that, thanks to cloud computing technologies, the agents can even work from home. This is considered to be a particularly inexpensive solution. The last two forms of the call center, in particular, are becoming increasingly popular and represent further development in this industry.
Inbound Call Center Versus Outbound Call Center
Inbound Call Center Services:
In terms of their function, there is a significant difference between inbound and outbound call centers. As the experts at callpoint.ch know, the outbound call centers now predominate worldwide. This type of call center deals with calling potential new customers as well as existing customers of a company. Customer contact is therefore initiated by the call center itself. In this context, measures from the area of telemarketing are often carried out. The aim is to sell services and products. But the determination of requirements and data collection also fall within the scope of an outbound call center. In addition, surveys on customer satisfaction are often started.
Inbound Call Center Services:
The area of responsibility of an inbound call center, however, looks very different. In this case, the customers contact the call center themselves and are not called independently by the call center agents. So it’s about classic customer service and taking orders. In addition, customers can report malfunctions, since the call center also handles complaint management with this form of telephone service.
Customer Care Service at a High Level
Although many call centers have a rather bad reputation with most consumers, since unfortunately there are many black sheep in this industry, a call center can certainly be used to strengthen the loyalty to one’s own customers. Because customer cares service at a high level can be offered. Whether a consultation, complaint or order service is involved, these tasks can be performed cheaply by a call center. In order to ensure that the customer is really well looked after, it is important that the call center agents are trained extensively in the various communication technologies and also receive tailored training for each project. Regular quality controls are also essential to maintain a high level of service.
Only then will customers feel really well advised with an info line or hotline. If the customer care agents can identify with the product or service for which their client stands, this is, of course, an advantage. In order to be able to offer a high level of service, it is also important that the response time is not too long. If possible, the customer would like to be put through immediately when calling a hotline. The person opposite should be both motivated and personable, but at the same time also have the necessary specialist skills with regard to the basic information to be conveyed. It is precisely these factors that are important if the customer is to have a positive experience when calling the call center.