Understanding Call Centers, Their Services, and Processes

There is a remarkable increase in the demand for business process outsourcing (BPO) services because many companies realize how cost-efficient it is to hire a BPO company. Further, a BPO has a complement of knowledgeable talents, tools, and services they use for the specific needs of their clients. If you are hiring a BPO, most of which offer call centers service, you should be aware that customer support and customer service are part of the success of your business. Many companies now use call centers to provide clients with an external support system.


Types of call centers and their responsibilities

You can find three key call center classifications depending on their service. One thing that is constant in modern call center operations is the auto dialer. The system automates the dialing process and increases the call center agents’ efficiency and productivity. Different types of auto dialer software are available. If you want to learn more, click here and find out how each type differs and which one will fit your requirements.

  • Inbound call center. This call center employs agents who handle calls coming from customers. They focus on customer assistance when they need instructions, or they want to solve their problems. Further, some call centers also provide chat support or email response.
  • Outbound call center. With this call center, the agents make the calls to existing or potential customers. Their service is often used for customer surveys, promotions, and sales. An outbound call center is sometimes used to welcome new clients, and the agents provide information on the company’s policies or products.
  • Virtual call center. Cloud-based or visual call center combines the services of outbound and inbound call centers and offer other advanced features. They can be operated from anywhere using a computer or phone connected to the internet. In addition, it is possible to integrate a virtual call center into a company’s existing tools, such as sales support or CRM systems.


Structure of calls in an inbound call center

You are right when you think an inbound call center receives a call from a client/customer through an agent who will process the call according to the issue they need to address.

The call structure is as follows:

  • Opening the call. The call arrives; an agent answers it, greets the clients, and introduces themselves.
  • The call body. The agent listens to the call, understands the customer’s need, and addresses it appropriately.
  • Closing the call. The agent thanks the caller and wraps up the call. The agent can add notes to the customer’s information on their database for future reference.

A call center operation requires a center manager, management information systems (MIS) team, call center agents, team leader, workforce management lead, and quality management team. Each unit has specific job descriptions to ensure that a call center’s operations remain smooth, on-point, efficient, and productive. If you are considering starting a call center, you must understand the enormous responsibilities the company will undertake to ensure that you are competitive and can provide high-quality services to your customers. Of course, on top of everything is finding the best talents to make things work.



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