Is it difficult for your business to handle inbound and outbound calls? If yes, it is time for you to outsource your call services to a BPO call center. Increase your customer satisfaction with the remarkable services a call center delivers.
In addition, it is not possible for every organization to hire an entire customer support team to manage their queries. First of all, it is very costly, and secondly, it takes a lot of time. Because first, you have to recruit new members and then train them to deliver efficient customer support services.
However, different tools and techniques are required to meet consumers’ requirements. For example, sometimes, a call needs 15-20 minutes to manage the customers’ requests. On the other hand, 2 minutes is all you need to answer customers’ questions.
It depends on the nature of the call and how much time it will take. The customer representatives of a call center perform this job effectively.
What is a BPO Call Center?
It is a third party consisting of trained agents that manage your business’s outbound and inbound calls. As a result, they work to enhance your customer retention by delivering excellent client assistance.
So, if you want your company to take its place in the market, outsourcing your call services to a third party is the best thing to achieve your goal. As a result, you get one step ahead of your competitors.
Differences between Inbound and Outbound Call Centers:
There are many aspects based on which we can differentiate between the two call centers.
On the Basis of Calls:
First, the types of calls a call center manages are different. We have explained the two as follows:
1. Inbound Calls:
Whenever a client has a question, they reach out to you. So, the call center receives from clients to solve their issues are inbound calls.
2. Outbound Calls:
These are the calls that the customer reps make to their clients to generate more leads and increase sales are outbound calls.
On the Basis of Services:
Because of the nature of calls they deal with, the services a BPO call center offers are different. They both serve a different purpose, but the goal they work for is the same: your business’ success. Following are the services both call centers provide:
Inbound Call Center Services:
The team members of an inbound center are trained to handle the customers’ calls and messages they receive. They ensure customer satisfaction by efficiently providing them with instant solutions. In addition, they are available for your clients round-the-clock so that no call ever goes unnoticed.
We have outlined some of the services of an inbound center:
- Efficiently Handling Clients’ Questions
- Remarkable Order Processing
- Managing Dispatch Calls
: Efficiently Handling Clients’ Questions:
Any company that sells products gets a lot of calls from customers. The reason is that sometimes they do not understand the product in detail and get confused about whether the products have the required features or not.
As a result, they make a call to your company to get the answers. For example, a healthcare company has to deal with a large number of calls because its clients are curious about the benefits they get from its products.
Similarly, any large corporation receives many calls per day, and they have to hire a call center service provider to manage their clients. So, an inbound center takes over the organizations’ call support to retain their customers and increase sales.
: Remarkable Order Processing:
In this eCommerce world where the majority prefers to buy online, some people place their orders on call. However, processing these orders is tiring and time-consuming. Why?
You have to put the details of the customers into the CRM, take the billing and payment information, and send the details to the order development department. So, it takes a lot of time from taking orders to its processing to its shipping.
Thus, if your company has to deal with every detail of the procedure, they will not be able to deliver it in time. That is where an inbound call center comes in. It shares your workload and takes orders from the clients. So, you can focus on the developments of the product and other core operations.
Managing Dispatch Calls:
Another service that an inbound center provides is handling dispatch calls. To understand it better, let us look at this example. If you run a cab company, you will receive a lot of calls from different passengers to book a ride for you.
As a result, you notify the drivers to carry out the service. The calls you receive from the clients are dispatch calls. So, an inbound center manages these sorts of phones on your behalf so that you can concentrate on other higher-level tasks of your company.
Outbound Call Center Services:
As an inbound agent receives calls, the outbound rep is the one who makes calls to the clients. However, most companies prefer to outsource their outbound calls because they are tiresome. So, an outbound call center for small businesses takes the responsibility to do it for them.
Moreover, there are various services that an outbound center offers. Some of them are as follows:
- Exceptional Telemarketing
- Dynamic Telesales
- Efficient Market Research
Exceptional Telemarketing:
If your agents are not appropriately trained, bad telemarketing results in decreased ROI for your business. That is why marketing your products are vital to making your business successful.
Outbound center agents make calls to the clients to carry out this job effectively. They charm the customers in a way that the customers are compelled by your products to be what they were looking for. As a result, your company generates more leads and increases revenues.
Dynamic Telesales:
In telesales, you close the deals on calls. It is different from telemarketing as you make cold calls in the latter. However, it is not easy to connect with potential clients. That is where the services of an outbound center come in handy.
Suppose you have 1200 leads in your reach but only seven agents on your team. Even if you want, you cannot contact every lead. Instead, you can outsource your telesales to an outbound center. It has trained workers who contact these leads in a shorter period and help you generate revenues.
Efficient Market Research:
Many companies make calls to different businesses to gain information about the market trends. In this way, they learn the customers’ demands these days and how different businesses handle such requests.
So, with the help of an outbound call center, you can focus on the core tasks of your business while the agents of the center do the research. It saves you time and benefits you as you get the information without making the calls yourself.
| Main Differences | |
| Inbound Call Center | Outbound Call Center |
| Inbound calls | Outbound calls |
| Handling Clients’ Questions | Exceptional Telemarketing |
| Remarkable Order Processing | Dynamic Telesales |
| Managing Dispatch Calls | Efficient Market Research |
Wrapping Up:
A BPO call center serves both as an inbound and outbound call center. But there are specific differences in the services it provides depending upon the type of center it is working as. A call center generates leads for you to maximize your business’s profits.
Moreover, customer satisfaction increases when you outsource your call support to an efficient call center. DOS provides both inbound and outbound call services at low prices. If you are looking to outsource your call support, DOS is your choice.
For more information, you can visit their website.
