Have you ever been contacted by a call center? Call centers handle a huge variety of services, meaning you’ve probably spoken to a call center without even knowing it. For businesses, it’s one of the most important considerations to make. Here are some of the various services call centers offer to help you determine if your company could use this kind of assistance.
Customer Service Call Centers
Customer service and care is a huge task that many companies choose to outsource. When a customer needs information regarding bills, would like to cancel a service, or receive support, a customer service representative can help them through the process.
In fact, most customers purchase products through a call center when they’re contacting a large company like Comcast or Verizon. Because a call center can be a business’s first and last impression, it’s important that the service is the best possible and fully supports the client.
One of the most common functions of customer service call centers is to call those who have recently received services or products to ensure that the quality was up to expectations. Customer support through a call center allows a business to reach several customers without impeding other core company processes.
Customer Acquisition Call Centers
Customer acquisition is a highly popular service outsourced to call centers. Generating customers can take many resources and requires several associates to contact people over the phone, which can take a lot of time. Many of these call centers also allow representatives to accept orders for customers for products online, in magazines, or on television.
Some customer acquisition call centers will “cold call” customers—meaning they’ll call a person in hopes that they’ll turn into a prospective client. Other call centers gather data for companies to discover whether a customer may be interested in their services. Then later, the company will call the person to attempt to sell goods or services.
Direct Response Call Centers
Have you ever seen something on TV or in a catalog that you wanted to purchase? Direct response call centers handle these types of calls. Customers may find the products through a catalog, TV, or radio commercial. Once ordered, the call center will direct the information to the company that hired them (which is when the item will be shipped).
These representatives are usually highly trained in the products, soft-selling, cross-selling, and upselling of items. This type of business reflects customer acquisition, but direct response usually refers to sales that are generated by clients who contact the company directly rather than a business reaching out to a potential customer.
Business to Business Call Centers
Call centers don’t only call individual people. Businesses even receive phone calls from people selling goods or services. Generally, business to business call centers speak to other companies for subscriptions or when assistance is needed with human resources, insurance services, business technology support, health care, office supplies, and other types of purchases. Business to business call centers are a huge market and continue to grow as companies are looking to cut costs.
