The phrase Call Center is referred to a place which is a centralized office and deals specifically in attending calls; as well as in the transmission of those calls, as per the customers’ needs. Whether an Organization possess its own call center or go forward to provide call center services by an outsourcing firm, what matters most is that it delivers quality service, which is the real need of all in today’s time Titan Call Center.
The evolution of call centers have made it so easy to meet customers’ needs effectively; as well as boosting your sales, thus resulting in ensuring great business success. It is, however, difficult to set up and run a company-owned customer service telephony center; as it is expensive. Therefore, most companies prefer to hire external companies with the best and the latest and the needful technology to match up to the customers’ requirement. This process of hiring some external call center company is called as Call Center Outsourcing.
The Call Center services are broadly divided into two categories:
Talking about Inbound Services, the calls are being taken by an agent mainly through a Toll Free number from the customer support help desk and then the agent takes the step forward in providing the essential information to the customer as per their needs and also solve their queries towards any product related issues.
In general terms, these Inbound Services are consists of data management, insurance claim issues and verifications. To an extent, most of these Outbound calls are sales oriented. The agent is supposed to call the client to do some market research. Some of the Outbound Services include welcome calls from the customers, marketing campaigns, product selling services, market research.
Call Center services could also be differentiated in two major parts:
Voice Services(comprising Inbound and Outbound services)
Non-Voice Services(comprising Chat Support Services, Help Desk Services and the Back Office support)
One should combine these services for a better product drive and results. If these services are used in an absolute strategic manner then these non-voice services could even change the face of business.
The Chat Support: This is the most popular and well-known non-voice service offered to the customer. This consists in it the live chat/talk facility on your website. On major notes, this helps you to deal with customers who surf and browse through the website and would want to have some information on the products or need to get their queries solved.
The Help Desk Support: This helps you cost lesser at the time when some issue occurs or anomalies arises. This support helps you get out if any technical problem arises. It is basically a 24/7 service that can easily be availed by telephone, chat or through e-mail.
The Back-Office Support: This is a greatly cost-effective and quality services which are widely popular. Within them, they include document management, data entry, building accounts and database.
These are mainly customer-focused and strives hard to provide effective solutions.
There would be nothing wrong in saying that, in today’s era of cut throat competition, outsourcing services are very crucial for large businesses and also that the outsourcing of the BPO services are gradually developing into an integral part of each and everyone’s working procedures. They work with their utmost strength to achieve the objectives of the organization.
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