5 Popularly Outsourced Call Center Services

Do you want to outsource call center services, but do know which ones to outsource? Here is list of the 5 popularly outsourced call center services to help you decide.

Customer support services can either be inbound (where a customer calls to resolve their issues, register complaints or avail more information) or it can be outbound (where call center agents call prospective customers to sell products/services to get feedback or to conduct a survey).

Call center services, being a niche field, requires skilled customer support executives, a large infrastructure and cutting-edge calling technology. All this can be very expensive, not to mention the huge amount of time and energy that has to be invested.  This is why companies prefer outsourcing call center services, so that they can focus more on their core business ventures.

When outsourcing call center services, you can choose to outsource either inbound or outbound services.  Here are the five customer support services that most companies opt to outsource.

1. Lead Generation Services

The process of making calls to a database of people and finding out how many are interested in a company’s products/services is known as lead generation. This service is pre-requisite for good sales and is one of the most popular call center services. If a person is interested, he/she would become a qualified lead and such leads would be handed over to the sales department of the company for a follow-up.

2. Appointment Setting

Appointment setting, another popular call center service revolves around calling up prospective candidates who are shortlisted through a lead generation process. Next, an appointment is set up with the customer’s company sales representative. Outsourcing this service can help you save both effort and time.

3. Third Party Collections

This is yet another call center service that several banks and financial institutions opt for. Through third party collections a financial institution can recover their money from their debtors. The call center provider is paid a commission based on the amount of money they are able to recover. Continue reading

5 Tips for Managing an Outsourced Call Center Team

Have you just outsourced call center services and have been worried about managing an outsourced customer support team? How do you make the most of outsourcing and make your outsourcing venture a sure success? Here are 5 great tips that you can use to effectively manage an offshore call center team and double your ROI at the same time:

1. Set out clear objectives

Be firm and specific while spelling out your customer support objectives and tell the vendor what you mean to accomplish by outsourcing. Set up a meeting with your internal team and chart out a plan defining your criteria for success, the systems required to measure the performance and how such metrics should be applied to optimize seamless call center operations. Insist on the vendor providing you with better customer care and social media engagement.

2. Search for the right operations manager

Ensure that the operations manager you hire has great organizational and time management skills. He/she must also possess a minimum amount of experience to efficiently handle call center operations. Here is why these skill sets are of utmost importance:

  • Organizational skills: Your manager has to be completely focussed, highly organized and an efficient multi-tasker as he/she will need to manage a long list of tasks, such as staffing the account, managing a team of agents, solving technology issues, working with the client, addressing the workflow and monitoring customer cases.
  • Experience: Experience is important as the manager should set the tone for the team and lead them. He/she must be conscious of the big picture view of program operations and should be able to accurately assess and improve the team’s performance. Such attributes can only be gained through experience.
  • Time management skills: In the customer support world, every second matters. Calls are measured in seconds and operators are paid by the hour. The manager whom you hire must ensure that all the agents confirm to the schedule, prioritize tasks, work productively and focus on accomplishing measurable goals.

3. Build up an effective team

In order for your customer support team to run efficiently, you will need brand care specialists who can align your program with your brand. Ensure that there is perfect alignment between the supervisors, representatives, senior management, operations manager and the stakeholders.

Form a team with a core of experienced customer support agents who know about call centres, the culture and who can help in mentoring new agents. Only hire agents with the right skill sets and attitude. Finally provide intensive training to your team that will enable them to impart product/service knowledge in a quick and efficient manner. If possible also include subject matter experts in your team, as they can guide the team in up-selling and cross-selling products. Continue reading

Top Five Trends in Call Center Services

Over the years, trends in the call center industry have always been changing. This is because of the constantly changing expectations of customers. Today’s customers are more demanding and they want vendors to be more accountable. For example, telemarketing which was immensely popular in the past is no longer an attractive option, as the customers of today prefer being contacted through an email or via an application on their Smartphone. Call centers have to come with new strategies if they want to attract new customers and retain existing ones. Read on to know more about the top five trends in call center services:

1. Cloud computing

The use of cloud computing in customer services is one of the newest trends in the field. Whether it is telemarketing or customer service, customers want their project to be handled with the latest in technology. With the aid of cloud computing, BPO companies can cut down on server costs, complete work efficiently and enjoy cost benefits. For call center companies, this trend is preferable, as they can provide high quality customer support, at a low cost.

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