Why Choose a Call Center with Live Call Monitoring?

Did you know that live call monitoring can effectively train agents, improve best practices and increase the overall efficiency of a call center? If you plan on outsourcing call center services, you will need to choose a call center that offers live call monitoring. Find out why.

When global enterprises outsource call center services, they expect quality customer support services. What better way to ensure quality customer support, than live call monitoring? Live call monitoring refers to the process of listening to an agent and caller in real-time, to ensure that quality standards are being met. When outsourcing, be sure to choose a service provider that offers this feature.

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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