The Call Center services offered by a BPO company can be differentiated into two main parts: the voice-based services and the non-voice services. In this article you will know what these voice services are. The voice based services of a BPO are further categorized into two incoming call center services and outgoing call center services. Incoming services are generally seen as a better and improved version of the phone’s voicemail feature. You will receive calls from your existing and potential customers regarding inquiries, complaints, orders, plan structure and others.
It is found that the inbound services offered in a customer service center cover some of the following areas of work. These include:
Telephone answering:
Telephone answering or answering service helps you manage calls regarding the services and products you offer. These services are carried out through live telephone support involving the most profitable parameters, regardless of territorial borders and time.
Customer service:
By bridging the major gap between you and all your target customers, customer service will help present a better image to strengthen your brand in the potential market. Hiring the customer service of a BPO will be the appropriate way to save costs. By hiring live agents abroad who work 24/7, you won’t miss out on a call from a single client.
Technical Information about Product or service
One of the most crucial parts of promoting your service or product is gathering some technical knowledge. Call center representatives receive required training, including specifications for any products or services. Furthermore, the agents are strictly monitored by the respective project manager to ensure operations and quality assurance.
taking orders
It is through the well-trained workforce that you can carry out the processing of all kinds of procedures necessary to place an order for your service or product.
Along with the above voice services, there are other voice services offered by a customer service center. Some of these services include helpline, order hotlines, technical and help desk support, direct and emergency response, call overflow handling, consumer response, claims processing, and others.
These are some of the additional customer support services that are outsourced at reduced rates categorized under inbound services.
Outbound call center services
Outbound services are mainly taken as telemarketing. Well-trained executives find themselves calling the potential customer base to cement their decision. You will also get higher sales and also more leads at the same time. Appointment scheduling, loyalty and satisfaction surveys, and demand assessment on behalf of a company become an important part of the outbound services provided.
debt collections
In this sense, a continuous reminder is established to defaulters of what is pending payment by customer service representatives.
verification calls
Verification calls include checking the similarity and consistency of the data provided by the company’s database.
Sales support and lead generation.
Increasing your prospects and in the process improving sales with the essential service of BPO.
telemarketing services
Telemarketing services happen to be the way to manage market promotion and boost customer relationship with BPO telemarketing processes and services.