The Types of Call Center Outsourcing Services

On September 24, 2012, in Outsourcing, by Business Development Group
There are many types of call center outsourcing services being offered by outsourcing service providers but they can all be classified work flow, whether inbound or outbound.

There are many types of call center outsourcing services being offered by outsourcing service providers but they can all be classified work flow, whether inbound or outbound.

The call center is probably the most popular outsourced business function. Many companies opt to outsource their call center to popular offshore outsourcing locations like the Philippines because it’s much cheaper to do so rather than set up and manage their own call center. There are many types of call center outsourcing services being offered by outsourcing service providers but they can all be classified work flow, whether inbound or outbound.

Inbound Services

Companies engaged in a B2C (Business-to-Customer) type of business have the most to gain through inbound call center outsourcing services. In this type of arrangement, the call center support team which is comprised of customer service representatives will field calls from the client’s customers, handling their queries and concerns. Under the inbound call center services category, there are also several types of customer interactions:

  • Customer Service – Customers call in with questions and concerns about their accounts or subscriptions with the company.
  • Sales – Customers call in with inquiries about acquiring or purchasing certain products and services offered by the company.
  • Technical Support – Customers call in with technical concerns (e.g. how to operate) about the company’s products or services.

Related Article: Inbound vs. Outbound Call Centers

Outbound Services

Outbound call center outsourcing services can benefit both the B2B (Business-to-Business) and B2C (Business-to-Customer) type of companies. This type of call center outsourcing services typically involves customer service representatives initiating the call and reaching out to the client’s customers. Under the outbound call center services category, there are also different subtypes of call center services:

  • Telemarketing – Telesales agents will call customers or prospects about the products or services the company is offering.
  • Collections – Call center agents will call the company’s customers regarding overdue bills.

Related Article: What Type of Call Center Support is Right for Your Business?

 Casey Answers to Outsourcing Questions!

 

Meet outsourcing Casey!

 

 

 

2 Responses to “The Types of Call Center Outsourcing Services”

  1. In Finland call center outsourcing is also popular and inbound and outbound call center is one of the most effective one.I am glad you share information about call center outsourcing many are saying that outsourcing is not a good way in a call center.

  2. Nice post! Growth and success ;)

Leave a Reply

Weboy



Free WordPress Themes