More About Inbound and Outbound Call Centers

More About Inbound and Outbound Call Centers

To win in the marketplace you must first win in the workplace. - Doug Conant

In a fast-paced digital world, it’s quite natural for anyone to believe that chatbots and emails rule the roost, especially when it comes to the digital marketing campaigns of any business. However, that’s not entirely true! The phone is still the most common medium for businesses to reach prospects, or for customers to reach a company to get their issues resolved. Therefore, it’s essential for businesses – big or small, to set apart a department, usually referred to as a call center, for handling incoming and outgoing calls. To put it straight, businesses need to invest wisely in inbound and outbound call centers.

A Brief About Call Centers

Defining call center, is a centralized department, within or outside a business, that receives or transmits a huge volume of inquiries using a telephone which is the sole medium of communication. When the call center is a part of any business, it’s referred to as an In-House Call Center. However, when call center services are handed over to an external source or company, it’s referred to as Outsourced Call Center. A call center is usually an open workspace from where call center personnel carry out their calling duties. A call center work station for each calling agent includes a computer and display, and a telephone set that’s connected to a telecom switch. The telephone set can also be connected to an inbound or outbound call management system if it exists. Further, the call center also has one or more supervisor stations to monitor the calling agents.

A call center can be independently operated, or it can also be networked with additional centers. The additional center could be a corporate computer network that includes mainframes, microcomputers, servers, and LANs. Latest technologies called Computer Telephony Integration help to link the voice and data pathways into the center. You may consider the call center as the central contact point for any business from where all contacts to customers and prospects are managed. It enables valuable business information to be routed to appropriate people, helps to track contacts, and gathers data. It forms a part of the company's Customer Relationship Management (CRM) infrastructure.

What is an Inbound Call Center and an Outbound Call Center?

Call centers are broadly categorized into two types - Inbound Call Centers and Outbound Call Centers. To explain in simple words, and logically speaking, an inbound call center receives calls from customers, whereas an outbound call center makes calls to prospects. Those that handle only inbound calls are known as inbound call centers, and those that handle outbound calls are known as outbound call centers. An inbound call center employs call agents for receiving calls from customers and prospects while an outbound call center employs call agents to call prospects or existing customers. Let’s discuss and study both these types in more detail.

Looking to Outsource a Call Center? It Need Not Necessarily be Near You!

As the competition keeps soaring due to the availability of several similar products and services, the need for promoting and visibility for business growth is ever-growing. One is aware of how consumers are confused when they have an abundance of options to choose from, and many times they just go for any option that comes their way! That’s why smart businesses reach out to prospects as early as possible to gain their trust. Further, they also take measures to ensure that after customer acquisition, they also retain them through effective means. Though it may look to be a herculean task, call center operations can take care of it all.

Calls are made to convince; calls are made to win a customer! Are you looking to outsource a call center to grow your business or offer your support services? In that case, you are most likely to survey the call centers that exist immediately near and around you! However, this should never be the case. It should be noted, as discussed above that, a call center can operate from anywhere – yes anywhere in the world, and yet make your customer or prospect feel as if it’s you, and near them! Over the years, we have seen how many prominent international companies have migrated their call center services to India, the Philippines, and other companies. Similarly, if you are a business located in Delhi, you can easily outsource a call center service in Bengaluru. It is the quality of the call center that should be your primary concern when shortlisting your call center partner, the location of the call center is immaterial.

Call center services that have skilled, polite, and assertive agents can help to improve your sales and generate qualified leads. They can help you conduct surveys, and reach out to your customers or prospects to market your products or services. It does not matter how far the call center is located from your business premises, but what matters is the quality of the call services offered by the center. Are you a start-up, SME, MSME, or a large enterprise that is looking to outsource call center services to increase reach and visibility, and grow your business? Look no further. BestCallCenter.in is a leading call center in Bengaluru-India that can help you go places.

Teknovector.com – Helping Businesses Deliver Best Customer Services

Teknovector.com offers inbound call services, outbound call services, web support services, document verification services, data entry services, and form processing. Our Automatic Call Distribution (ACD) inbound call services allow us to play the welcome message, answer calls instantly, and intelligently route them to available agents. Our outbound call services utilize multiple predictive, preview, progressive, and manual dialing options that manage to pace and comply with regulations. Our outbound services operate a variety of campaign and list management strategies – it accurately detects voice, fax, or answering machine. Apart from that, our outbound call services also provide Do Not Call List Management, Time Zone Management, and Scheduled Call Back.

With a mission to be the best support, and a vision to provide the best call center experience to its clients, BestCallCenter.in delivers solutions as promised. Our inbound call services will help you to solve your service or product inquiries satisfactorily, and our outbound call services will enable you to contact the right customers at the right time. For further details, reach us at info@teknovector.com