Call center services are a range of tele-calling services offered by call center companies. These services are voice and text based and include inbound and outbound services. In inbound, the customer makes a call to the call center to avail a service. The services commonly provided under inbound include inquiry handling, customer support, product information requests, reservation support, help desk services. In outbound, the call center contacts potential customers by making cold calls. The common services under outbound call center services include appointment setting, lead generation, tele-marketing, customer survey, information verification and third-party verification.
Sometimes, businesses find it difficult to render quality customer support services while maintaining complete focus on their core business processes such as product development, marketing, sales etc. In order to avoid losing control over the core business processes, firms choose to outsource their call center needs to a third-party vendor. In this way, the firms would be able to provide uncompromised customer support for their customers as well as improve their core processes. This process of outsourcing inbound and outbound call center needs is known as call center outsourcing. The third-party vendors to whom the call center process is outsourced are identified as BPO call center companies. The task of BPO in call center is to provide inbound and outbound tele calling services on behalf of the parent company.
Benefits of Outsourcing to A BPO In Call Center
The core processes enable businesses to grow and hence need to be given more importance than non-core processes. To prevent compromising on the secondary non-core processes while putting efforts on improving core business processes, outsourcing to a BPO call center provider would be ideal. The following benefits are availed by parent companies who decide to outsource:
- Cost-effectiveness
Costs on infrastructure, payroll, maintenance etc. can be saved since the necessity of investing on in-house staff for call center services can be obviated.
- Handling Enquiry Fluctuations
Renowned call center BPO companies are equipped with a large workforce who can be deployed according to client needs. This ensures that scalability demands are easily met.
- Accessing Global Workforce
Top BPO companies usually have their offices at various global locations. They recruit experienced professionals from available resources in that country. This helps businesses gain access to global talent through outsourcing.
- Round-The-Clock Services
As BPO call center companies operate from global locations they can span time zone differences and render services 24/7. This assists in cutting down on customer support delays and enhance customer satisfaction.
- Back Up for Emergency Situations
Premiere BPO call center service providers have the best infrastructure and employees. Therefore, they can render services on your behalf in emergency situations such as natural calamities, power outages etc.
Call center BPOs serve as an extension of any organization. They represent a business before their existing customers and prospects and in the process have a huge stake in the continued success of a business.