Basic Knowledge Of Call Center Services
The Term call center refers to a centralized office that is specifically meant for receiving as well as transmitting a huge volume of phone calls for the purpose of business transactions. Outsourced call centers are largely used by the companies such as telemarketing, mail order catalogue retailers, utility companies and the other companies that are in need of support services for their customers.
There are a wide range of services that outbound and inbound call centers provide. Some of them include customer support service, inbound call service, order taking services, phone answering service, medical answering services, inquiry handling services as well as the other web enabled services. In addition to this, the outbound services include appointment scheduling, information gathering services, lead generating services, market research services and debt collection services. By outsourcing your call center requirements the large volumes of calls that you receive are screened and forwarded to agents who are well-versed in your business and services.
In a contact center, the CSRs have their personal work stations that are well equipped with all the required resources including a telephone line with a head set that is connected to the main telecom switch. Both the voice as well as data pathways are interconnected via a set of technology that is known as integrated computer telephony. Different types of contact centers in India make use of different technologies for serving their clients in the best possible manner.
Inbound services make use of automatic call distribution where all the incoming calls are allocated to the agents in the order of their receiving. Most of the call centres follow call monitoring practices in which the senior staff randomly monitor the calls of the CSRs to ensure that they are following the guidelines. Many contact centers use IVR (Interactive Voice Response) technology. It helps to route the calls to the appropriate agent, this system is entirely computer programmed. With the help of IVR, voice and dual-tone multi-frequency signaling keypad inputs can be easily detected.
Outbound calls are usually to make sales calls. Call center agents make phone calls to the prospective customers for sales leads as well as market research. The best way to measure your call centers performance is to use call centre benchmarking which compares your call center KPIs to the KPIs of other call centers in your industry.
In the present era of cut throat competition, outsourcing services are very crucial for the large business houses. Through outsourcing you get best technologies and services to help you to earn maximum revenue for minimal cost. Contact centers not only help you to manage the core business processes, but also take care of the non-core functions such as IT-help desk, up selling, cross selling, telemarketing and other customer centric services. Most of the contact centers in India have world class infrastructure and the most advanced technology for serving clients. That makes India a good choice for outsourcing.
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