| Outbound and Inbound Call Center Services | | | | outsourcing processes performed to follow and |
| Call centre is one of the Outsourcing services which | | | | ensure the payments on debts owed by individuals or |
| act as a hub to receive the calls from the customers | | | | businesses. This collection processes are commonly |
| (Inbound) and to call the customers for various | | | | found in the mortgage, insurance and financial markets. |
| promotional motives of the business (Outbound). | | | | Thus, it saves the money and time of the companies in |
| Inbound call centre facilitates inbound calls that are | | | | debt collection when it is outsourced. The agents |
| made by the customers to acquire information, report | | | | should convince the debtors to pay their debts in a |
| a malfunction, or ask for help which are commonly | | | | right manner and not through unfair practices. |
| called as Customer service or Customer Support. | | | | INBOUND CALL CENTRE SERVICES: |
| Similarly, outbound Call centre is where the agents call | | | | Customer Service: Customer Service is defined as the |
| the customers to service them with updated facilities | | | | name depicts, servicing the customers to satisfy their |
| and information and with the purpose of selling their | | | | needs. This is the facility of servicing customers before |
| client's products. | | | | and after a purchase of the product or service to |
| The call centre outsourcing service helps the client in | | | | ensure the customers satisfaction. Customer service |
| several ways to progress and cherish their business | | | | has great significance in any business as they build a |
| among the competitors. | | | | good customer relationship through interaction and |
| There are various types of Outbound and Inbound Call | | | | bringing back the customers to the business (repeated |
| centre services provided based on their functions and | | | | customers). Thus, the agents in the inbound call centers |
| operations. Some of the major outbound services | | | | are trained well to service the customers to deal with |
| mentioned below: | | | | their complaints and mal functions of the product and |
| OUTBOUND CALL CENTRE SERVICES: | | | | to take immediate actions to solve their problems. |
| Telemarketing: Telemarketing refers to the business of | | | | Good Customer Service will bring good customers and |
| marketing goods or services via telephone. It is the act | | | | ultimately profits the business. |
| of selling, promoting a product or process to the | | | | Help Desk: Help Desk is a service provided by the |
| prospective customers over phone. Telemarketing | | | | agents who assists, guides, trouble shoots and offers |
| includes the use of persons trained in conversational | | | | solutions to computer problems and IT related |
| skills to enhance sales, promote new products and | | | | products. Help desks have quite a lot of responsibilities |
| update the customers with current available services. | | | | and functions. They supply the users with vital |
| And in some cases, recorded sales pitches are used | | | | information on computer issues and queries. The help |
| over the phone by automatic dialers which are known | | | | desk in call centres not only provide the technical |
| as automated telemarketing. Thus, the outbound | | | | answers but also evaluate the problem. Help desk is |
| telemarketing services can increase the profits of the | | | | indeed a very important part of each company as it is |
| business by using the best of personnel, process and | | | | essential to help and support the clients and customers |
| development technologies. | | | | in all possible ways. Keeping customers happy is one |
| Lead Generation: Lead Generation is not a new form | | | | of the most important objectives of the company. |
| of gaining new business, but it now has a new | | | | Having an excellent help desk service can resolve any |
| approach of generating business. Lead Generation is | | | | inquiries are the first step to keep them loyal to the |
| gathering information of the customers (customer | | | | company. |
| profile) and to create an interest into the business | | | | Technical Trouble shooting: Technical trouble shooting |
| products or services. Lead Generations are through | | | | is the repair or advice service provided to the |
| various means which includes Online Lead Generation, | | | | customers over phone for their IT related issues. The |
| Telemarketing, Direct mail, etc. Lead generation could | | | | role of tech support has expanded to include telesales |
| work for any business, but most industries using this | | | | – pre and post-sales technical support, product |
| type of marketing include insurance agencies, | | | | support, technical applications and support, network |
| education institutions, office suppliers, and furniture | | | | tech support, onsite tech support, remote support, |
| stores, etc. Trends show that lead generation will | | | | remote IT infrastructure management services. The |
| become even more popular in the future, especially for | | | | goal of tech support call centers is to provide product |
| service oriented businesses. Lead generations are | | | | information and technical assistance that are |
| performed for sales and marketing purposes, to | | | | accessible 24 hours a day. Thus, the technical support |
| create customer's list and other various purposes | | | | is significant in delivering greater value to the business. |
| based on the objectives of the business. | | | | Order Taking: Order taking service will help the |
| Surveys: Survey process over telephone has great | | | | customers to place their orders directly via telephone |
| significance in outbound call centre outsourcing | | | | to the Order Taking agents. The agents will process |
| services as they performed to know the percentage | | | | the order and answer the customers to their doubts |
| customer satisfaction about the process or products. | | | | that may have about the products. Order taking |
| These surveys benefit the companies so as to | | | | service has become a major part of the inbound call |
| improve their business by obtaining the customer's | | | | centre services as they have too many advantages |
| feedback, to research the demands and enhance their | | | | and the most important is increasing the sales of the |
| offerings such that they satisfy the customer's needs | | | | product. The offshore order taking service includes |
| and ultimately profit their business. They also carry out | | | | taking the order and shipping information. This makes |
| survey process to analyze the customer needs and | | | | the process much easier and thereby increases the |
| for advertising / marketing purposes. | | | | sales and profits the business. |
| Debt Collection: This is one of the outbound | | | | |