What is a Call Center?A Call Center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls.
Call Centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are virtual call center and contact center
Call Center services can include inbound call center services, outbound call center services, and blended call center services.
Inbound Call Center Services support organizations by providing their customers support via a incoming call. Generally, customers will call into these call centers when they need assistance, have questions, and concerns.
Outbound Call Center Services support organizations by providing outgoing calls for either lead generation, cold calling, telemarketing. Generally, these agents are targeting customers to make a targeted sale.
Call Center Solutions typically are contracted out to a provider or in other instances operated in-house.
In house Call Centers are generally used when organizations are looking to take full control of their brand, insights to customer conversations, and full integration of in-house resources.
Outsourced Call Centers are generally used when an organization wants to contract out their product support and customer service to a third party vendor. In this approach organizations usually consider the following:
Cost & Time savings in hiring and training staff.
No need to invest in high end infrastructure and technology.
The provider has trained its workforce to handle all experiences.
All of the talent you will find at Advancio has passed a rigorous screening process that tests for technical expertise, communication skills, professionalism, problem solving abilities, and more.
Our teams speak many languages including Spanish, Arabic, French, and English. We will custom match you with hand-picked talent.
Scale your team with us and discover the difference.
Focus on your project and enjoy support from your dedicated account executive and customer service directors.
Our talent are seasoned experts who ramp up quickly, will contribute as core team members, and will work with you to minimise on boarding time.
We handle all aspects of billing, payments, and NDAs. Let us take care of the overhead while you focus on building great products.
In this digital age, companies have to do more to keep their customers happy. As a business owner, VP, or Director of Customer Service/Support, nothing is more important than the customer experience. Fortunately, there are world class Call Centers that can support your customer experience vision and support you with other pain points.
Before you dive into Call Center Services or outsourcing your customer service, it is best to do your own research and get familiar with the foundations of Call Centers. Below we have prepared a simple guide of what you need to know before taking the dive to scaling your business to the next level.READ FULL ARTICLE