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Call Centers: the New Form of Customer Relationship Management

By Sonia Roody Subscribe to RSS | April 21st 2012 | Views:

Customer Relationship Management (CRM) tools are hailed as the most efficient innovations that enable businesses to establish and maintain successful ties with their customers. They revolve around gathering information to resolve typical customer issues or concerns. A good example of a CRM solution many businesses use today is the call center.

Call centers are centralized offices designed to process large volumes of requests by telephone. It can be operated or hired by a company to manage incoming product support or information inquiries from their customers and clients. Some industries that rely heavily on call centers for CRM are utility companies, mail order catalogue retailers, and the tech support teams of computer and hardware software businesses. For huge companies, call center services are almost an operational requirement.

The umbrella term “call center” may also refer to a variety of operations. Basically, there are two types of call centers: those that accept incoming calls (incoming) and those that make outgoing (outbound) calls. Larger call centers don't have that many problems as to division of tasks since they often have separate groups that handle both inbound and outbound calls.

When hiring call center services, it is wise to determine first why you need their services. Outbound call centers are typically designed for the purpose of selling products or services, collecting payments, taking surveys, and other customer contact-related tasks. On the other hand, inbound call centers are geared toward responding to consumer demands or inquiries and for troubleshooting technical issues.

Outsourcing call center services provides plenty of business benefits. First, it enhances the company's efficiency and allows better flexibility. Call center services eliminate the need to create a customer service staff, which could increase overhead. By outsourcing, you can rest assured customer inquiries are properly and efficiently managed by qualified agents, thus reducing advertising, recruitment, and training costs.

Another benefit to hiring call center services is the massive boost to your company's customer satisfaction rate. Call center agents are trained to efficiently communicate with customers the same way lawyers train their minds to organize their thoughts and arguments. Their skills and expertise enable them to respond to customer concerns with a view to improving customer satisfaction.

Profit may be the fuel that keeps a business running, but beyond that, customers are the lifeblood of any business. call center services can help you maintain loyal customers and gain new ones. For in-depth guide on choosing the right call center, visit

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