A call center is a place where the tele service operators work via telephone for answering and handling product recalls. Any business processor service which can be done through the phone is outbound to the call center services.
Inbound call center software can be used as a marketing tool and customer support service. These call center services can be divided into two categories which are inbound call center services and outbound call center services.
In simple words, inbound call center services focus on incoming calls from the customers, and outbound call services focus on making calls to the customers. We will take a brief look into this later.
Call center services in India
In India call centers are the most used by online merchants, telemarketing companies, product helpdesks, charities, etc,. Most of the global organizations choose Indian call centers over other Asian country’s call centers for outbound call services.
This is because of the advantages Indian call center services provide which are not offered by other countries. India has a large qualified workforce that speaks fluent English and provides cost-effective call center services.
Due to this, many international companies set up their call center services in India. Outbound call center services are the most popular call center service in India because of the 12 hour time difference which enables global organizations to provide 24/7/365 service to their customers.
Types of call center services
There are three types of call center services which are:
- Inbound call center services
- Outbound call center services
- Virtual call center services
Inbound call center services
In this service, the agents receive incoming calls from the customers. It includes the following services:
- Order processing
- Hotline services
- Dispatch services
- Customer service
- Customer support
- Disaster management
- A data breach or scam report services
It mainly focuses on solving customer queries and problems and providing instructions. The customers who call are those who need to know more about the company’s products or who need instructions. Most of the calls may include complaints or concerns.
Apart from call services, it also provides services via email, chat, and video sharing if necessary. The main goal of the agent is to resolve and answer as many problems as possible.
This serviced center can be located inside the organization building which is an “In-house call center” or can be located centrally around the area where the same organization workers work called “Outsourced” call centers.
What is an In-house call center?
This type of call center is owned and operated by the organization itself who takes care of the agent sourcing, training, and maintenance of software and hardware.
What is an Outsourced call center?
The organization hires a third party to handle the calls on behalf of their organization. This method is mostly used to reduce the cost of hiring and to avoid investing in training call center agents.
This type of call center can be located domestically or internationally depending on the need of the organization. It can also be performed remotely from home.
Outbound call center services
In this service, the agents make calls to potential customers to market their organization’s products. This service mostly includes:
- Consultant services
- Data collections
- Insurance sales
- Shopping and
- Follow-ups on the previous inbound calls of customers.
Outbound call center services can also provide services via email, chat, and also video sharing if needed. The agents make welcome calls to potential customers to provide information about their products or policies to gain new customers. Outbound call centers can also be outsourced.
Virtual call center services
Virtual call centers are cloud-based call centers which is a combination of both Inbound and Outbound call services. This service can also be called “Cloud call center technology”. If you have a computer or phone with an internet connection then you can set up a Virtual call center anywhere.
Outbound call center services in India
India has the largest number of qualified tech graduates. Its well-educated workforce is one of the main reasons why global companies want to set up their call centers in India.
Another important reason is that the workforce in India is willing to work for a lesser price compared to the workforce in another country and it’s faster when it comes to learning and developing new technologies. This has made India a top technology hub in Asia.
Many American organizations approach India to set up their call centers because of the timezone difference. As India has a twelve hours time difference with America, Their US customers can get service even at midnight from India.
Overall, the main goal of call center services is to provide customer satisfaction and maintain the organization’s name.