Call Centers are present worldwide and with the trend of offshore site outsourcing, the said industry has definitely flourished. Many call centers from the West have turned to Asian and Latin Americans to be their partners in such a business venture but have you any idea what exactly a call center is?
As they say, it’s lots easier to comprehend if one explains what a call center does instead of defining it so here’s a certain situation that might be familiar.
You have both your business and clients growing to the point of having customers outside of your country. This is a very good development but the downside is receiving too many calls that phone lines get congested. As a result, your customers can’t reach you and in the end, it’s your transactions that suffer. All of a sudden, what good business progress has turned bad and as its owner, you just can’t have this happening.
So you have a meeting with your staff to come up with ways to remedy the problem… and you come up with the ideal solution.
The means to fix the predicament is through call center outsourcing to handle what tasks your staff can’t accommodate anymore just like those numerous phone calls. If you have customer representatives, they can focus on attending to all incoming calls anytime; thereby, having easy communication to the people who keep your business alive which are your customers. This results into happy and satisfied clients and you know what this means right? Yes, more sales!
How do these call centers look? They are often large offices with divided cubicles to serve as the working place for each agent. Depending on the company’s profile and size, they can accommodate inbound or outbound calls or both. Inbound calls would involve having the agents take in calls to answer questions or resolve issues while outbound would have them calling clients to introduce offered services or ask survey queries.
What are the advantages of outsourcing call center services? Quite many but here are just a few of them. With the phone-based services and support focused on one central location, matching the agent headcount to call volumes won’t be difficult. With the immediate connection of all calls, there is no more waiting time. Wasted calls are eliminated and clients can gain access to their needed or wanted information; hence, improving customer relationships.
Their location can be anywhere in the world which allows companies to utilize time zones as well as lesser cost of labor rates. With the centralization of technological needs of companies these days, it’s very possible to have installation of telecommunication setups in a few call center offices only which makes it easier to train agents and do required upgrades.
Maintenance of both staff and equipment cost quite a fortune; thus, many companies are now hiring call answering services where agents can be trained to attend to calls for more than just one account. Live calls are usually what agents are tasked to mainly focus on but they can also be delegated to other tasks like handling web-based concerns, instant messaging or processing of emails.
It’s a goal for every business to continually gain new customers but at the same time, retain the old. We understand that doing so can be quite a challenge. That’s why Compushooter is here help you attain this universal objective. With an array of call center services including specialty and customized types, you’ll be sure to find one that would suit the nature of your business. Give us a ring now at 480-464-0202!