There are notable differences between inbound and outbound call center services. If you are a small business that is considering partnering with an inbound call center or an outbound call center, then it’s important to know which services each can provide.
INBOUND CALL CENTRE SERVICES
The simplest way of defining an inbound call center is to say that they wait for calls to come to them. They are not actively making calls on behalf of their clients. Instead, they react to situations initiated by customers and find ways to resolve those situations accordingly. So Some of the services are :
Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customer’s satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business.
Technical troubleshooting is the repair or advice service provided to the customers over the phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. So Technical troubleshooting is best in solving our issues and complaints.
This service provided by the agents who assists, guides, troubleshoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centers not only provide the technical answers but also evaluate the problem. The help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways. Hence help desk is an imprtant service in inbound call center.
OUTBOUND CALL CENTRE SERVICES
Outbound call centers are pretty much the opposite of inbound call centers. They don’t sit back and wait for customers to call with their questions. Instead, they are actively on the phone placing calls to potential or current customers, typically with the goal of persuading them to purchase a product. So Some of the services are :
Survey process over the telephone has great significance in outbound call center outsourcing services. As they performed to know the percentage customer satisfaction about the processor products. These surveys benefit the companies so as to improve their business. By obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. Hence It’s an important process in outbound call center services.
Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over the phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales. Promote new products and update the customers with currently available services. And in some cases, recorded sales pitches are used. Over the phone by automatic dialers which are known as automated telemarketing. Hence Telemarketing is an important business service in outbound call center.