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Choosing the Right Call Center Service for Your Company

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

Catalog and mail order retail is one of the most cost-effective businesses around. It doesn't require a brick-and-mortar office space or warehouse because all you need is to develop reputable drop ship companies to fulfill customer's orders. However, catalog and mail order retailers are also required to get help from call centers.

A call center is an office designed to handle large volume of customer transactions through telephone. It can be operated or hired by companies to handle incoming product support or inquiries from clients and customers. There are several types of call centers namely inbound, outbound, web-enabled, telemarketing, and phone call centers. Each performs different functions, but all of them aim to improve customer relationship management.

Call centers are essential to catalog and mail order retailers because they bridge the gap between retailers and customers. Customers can reach retailers through call centers and tell them about their specific issues and concerns. Given this fact, businesses naturally want to partner with reputable call center companies.

Many companies prefer to outsource to call centers rather than create their own in-house call center. The reason is that technological upgrades are quite costly, especially for small businesses, whereas they can save time and money by investing on an established call center company that recruits and trains qualified agents. Outsourcing saves plenty of resources in terms of manpower and infrastructure, which can otherwise be allocated to other core functions.

Choosing the right call center partner requires thorough research and critical-thinking. The basic idea is to get the most of your money by ensuring consistent service quality. Get recommendations and perform intensive background checks beforehand. You may also want to ask their business partners how satisfied they are with the service quality of their call center providers.

Cost is always a major factor when choosing a call center, so it's best to determine what you can afford. Most call centers quote prices on a per-minute basis as clients are not aware of the time it will take to make a call. Make sure the sales representative can explain what the company offers and what exactly you have to pay for their services.

The call center of your choice can make or break your relationships with your customers. It's important to choose the most reputable provider to take your company to greater heights. If you would like to read more on call center services, log on to for in-depth information and professional advice.

Sonia Roody - About Author:
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