Call center is a misnomer as far as todays business operations are concerned. These days, companies reach out to customers through different modes with voice calling being the most prominent. But when it comes to inbound call center services, there has been a consistent rise in demand for chat and email support.
Lesser Known Facts about Inbound Call Center Services
Inbound call center services can form the basis for a strong business operation. But there are certain things that stop businesses from fully-exploiting their benefits. Lack of knowledge is one of the biggest reasons, and below are some facts that can help you gain some:
Call centers have become more about machines and software than humans
As new modes of support proliferate, the focus has shifted from humans to automation. AI integration has captured the imagination of call center operators, and we are seeing CRM, IVR, ACD and networking software become part and parcel of voice-based operations. Even the contact centers with email and chat support departments are becoming better and better with AI integration. For example, a chat support software with AI capabilities can help you discover if the agents are keeping busy or wasting their time. Accomplished organizations like Noida Exim Pvt. Ltd. can help you with cutting-edge tools to take your inbound call center services – be it voice, chat or email – to new heights.
Data generated by call centers is as important as their purpose
Not so long ago, contact centers were only about serving the needs of customers. But nowadays, they have transformed into mines filled with huge troves of data. All the traffic that reaches your contact center via calls, emails or chats generates large amount of data. This data can be utilized by employing AI-powered software for understanding customer trends and future prospects.
Access to an unknown market
When you outsource offshore or to new regions for inbound call center services, you start learning about new markets. You also build new relationships, grow your network and discover fresh business ventures. So indirectly, a call center outsourcing venture lets you access an undiscovered market.
One-stop call centers are convenient
Most companies do not outsource all their side operations because they cannot find a vendor with necessary skills. But, if you can find a one-stop services provider like Back Office Centers, you get the option to not only outsource your inbound call center services but also back office support and outbound services. It gives you the option to place a permanent liaison manager who can keep an eye on each and every one of your outsourced operation. This might not have been possible if you had several vendors recruited for different operations because the cost of hiring a full-time employee would not be justified.
Shared liability and responsibility
When you take the pledge of running all operations in-house, you are encumbered with additional responsibilities of multiple side operations. Every mistake in each one of these processes is directly traced back to you, which puts tremendous burden on your shoulders. But with inbound call center outsourcing, you can conceptualize a Service Level Agreement (SLA) that can work to your advantage. For example, you can specify a call abandonment rate and if the vendor does not deliver work accordingly, you can penalize him for the mistake.
Noida Exim Pvt. Ltd. is a reputed 24x7 inbound call center services provider with great expertise in back office work as well. It has all the right resources, both human and software, to take on a project of any scale and deliver work exactly as per pre-defined SLA.