Post on 21-Mar-2017
transcript
How to Enhance Outbound Call Center
Service Provision
Significance of Quality Service Provision
Organizations strive to offer quality services to their customers to earn an impressive reputation in the global commercial domain. It is significant that customers feel satisfied for having invested their time and/or finances in a certain organization. Effective service provision
enhances customer satisfaction and experience.
Call Center Classifications
Depending on the services offered – inbound or outbound call center services – call centers are categorized as either inbound or outbound call
centers. Certain call centers also provide a combination of services.
Inbound call centers
As the name suggests, inbound call centers provide inbound call center services. Customers call with their queries and/or concerns regarding a product they have
either bought or are looking to buy, which is then directed to the particular agent who offers them the
appropriate support to resolve the query. The services that inbound call centers provide include help desk, technical troubleshooting, and order taking, among
others.
Outbound Call Centers
Outbound call centers, on the other hand, are wherein agents and/or executives call customers to either inform
or update them regarding any new product or service that has been launched in the market. The workforce
offering outbound call center services are responsible for pitching a particular product to the customer and asking
whether they would be interested in availing the particular service.
Eloquence: An Empirical Asset
As the interaction between the customer and the call center agent/executive largely occurs over a verbal
medium, it is important that the agent/executive speak with eloquence to make the customer feel comfortable
and at home. Inefficient service provision can have adverse effects on the reputation of an organization. Customers should not be given any reason to seek
services elsewhere.
Kinds of Outbound Call Center Services
Outbound call centers provide services in terms of telemarketing, lead generation, marketing research and survey, appointment booking, debt collection, and fundraising. Notifying customers about any changes in shipping arrangements or delivery
schedules constitutes part of outbound call center services as well.
Telemarketing
The most deployed service in outbound call centers is telemarketing. Through this practice, organizations make certain that customers are updated and familiarized with
the products being sold. The workforce tasked with providing telemarketing services needs to be
knowledgeable and informed about the products and services, so as to not lower the levels of customer
experience and satisfaction. Furthermore, they need to be adequately trained to provide quality and effective
support.
Lead Generation
Creating leads based on customers’ interests is an effective way to group customers so that contacting them regarding a specific service in the future becomes hassle-free; thereby, saving an organization’s time, money and
resources that can be utilized in other core business tasks. Leads can be generated through telephone, email or chat.
Marketing Research and Survey
Collecting feedback from customers regarding the services and products being offered by an organization is an important tool in understanding the commercial popularity. Every organization strives to design services that cater to the needs of the customers and, at the same time, help in the enhancement of business revenue and profit margins.
By conducting surveys, an organization can identify the required changes to better support and service provision and, subsequently, implement them. This practice also helps in advertising and promoting a service or product.
How Effective Service Provision Benefits Organizations
Service provision also influences the overall success and growth of an organization. Providing efficient services allows an organization save valuable time and money that it can direct into the execution of
other important business operations. Subsequently, this leads to a higher generation of business revenue
and profits.
Attributes of a Successful Outbound Call Center
Organizations adopt several strategies to improve their service and support provision. Cutting edge technology, state-of-the-art facilities and backup systems ensure that the conduction of business operations is not disturbed by
unforeseen situations like power outages. Having a qualified, skillful and able workforce capable of
handling customer calls with ease also goes a long way in enhancing an organization’s reputation in the
commercial market.
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