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Types of Third-Party Call Center Companies You Can Hire

By Sonia Roody Subscribe to RSS | April 21st 2012 | Views:
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Not a lot of companies today can spare the resources to house and train their own call center department as this can be a very expensive venture. This is unfortunate because a lot of companies today need call centers to better serve their customers’ needs. Actors in the business world have recognized this need, which is why third-party companies that offer specialized call center services have become a major niche in the BPO industry.

If you plan to set up your own in-house call center, you’ll need to spend substantially for space, hardware and software, as well as training and recruitment. But by outsourcing these to third-party companies, you can reallocate your resources to more income-generating activities. You can choose from four types of call center companies, depending on your needs:

Inbound Call Centers

An inbound call center would focus solely on calls initiated by your customers. These include inquiries about your company’s products, product orders, troubleshooting, etc. Sometimes, inbound call centers can function as sales centers, in which call center representatives can try to convince their callers to purchase other products, upgrades, or alternative services from your company that may or may not be directly related to their original concern.

Outbound Call Center

As opposed to an inbound call center, outbound call centers make calls directly to customers. Outbound call center agents are trained to engage in marketing strategies such as product promotion and telemarketing. Other services that an outbound call center might offer would be updating client lists, administering surveys, debt collection, etc.

Virtual Call Center

Because of globalization, call center agents working for a third-party company don’t need to be housed in a single building. Agents can be situated around the world and still be able to perform their duties. Call centers like this handle either inbound calls, outbound calls, or both.

Phone Call Center

If you’ve ever called a hotline number and you’ve heard automated responses like, “If you’re having product problems, press 1...” then that company is using this type of call center. Phone call centers have recorded voice prompts and other services for inbound and outbound calls. These are usually tapped by banks for billing inquiries, but nowadays more businesses are opting for this type of call center.

Third-party call centers can help take away a lot of the pressure that comes with running a business without sacrificing customer service quality. For more information, you can visit callcentersresource.com/call-center-types.html or ezinearticles.com/?Types-of-Call-Centers&id=302239.

Sonia Roody - About Author:
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