Call centers are currently booming ever since it was first introduced over ten years ago. Their fast growth and success have given a lot of people jobs and opportunities to make a career that pays rather well. Of course, having an erratic schedule wherein you sometimes need to come in during the wee hours of the morning is a small price to pay over a job that is promising and profitable to say the least. So if you are planning to pursue a career in a call center, it would be wise if you know the different types of call center services so you can easily choose which one would best suit you.
There are two most common types of services that a call center usually offers. These are inbound call services and outbound telemarketing. With inbound call services, you are on the receiving end of the line. You take calls from customers that have dialed toll free hotlines. This service is usually available 24 hours a day, 7 days per week. The bulk of customers that you will be receiving are mostly complaining, need help with the product, or ranting due to a dissatisfied feeling over something that they have spent. You need to be patient and you need to stay calm at all times so you can successfully pacify your customer.
Outbound telemarketing, on the other hand, is where you call someone so you can offer him a product, a subscription, or a renewal. Operational hours are usually on a regular time so if you want to have a normal schedule, then you can easily opt for this one. However, there is a much needed quota that you need to meet every end of the week. If you have completed more than the required numbers, you will have more money on your wallet through incentive packages.
Today, many multinational companies from all over the world are opting for business outsourcing. This means that they would rather hire people outside the country just so they can be able to provide better customer satisfaction for their clients. It has also been known that these global conglomerates find the BPO industry cost effective and extremely efficient since everything is done in the Internet. This allows them to become mobile and explore other cultures that are surprisingly good in customer service.
This is where inbound call services come in. One of the most common and quite famous services that the BPO industry offers is inbound services. The process is pretty simple. A customer will call a particular hotline. He will then be redirected to a call center from which a call center agent will answer. This is what you call as an “inbound call.” More often than not, almost all individuals who call are frazzled at one way or another. They may be extremely unsatisfied with the company’s services or products or they simply need someone to help them in making their new gadget work.
The job of an inbound call center agent can be very taxing and demanding to say the least and you need a big dose of patience and excellent product knowledge so you can immediately pacify the already disgruntled customer. Rigorous training is needed for anyone who wants to have a career in a call center and you must pass all tests and practical exams so you can be able to make your way through the hearts of your clients.
Understanding inbound call services is rather easy. From receiving deliveries to accepting complaints, it is all about achieving customer satisfaction in the best way possible. That is why this service plays an extremely important role in a company because it makes sure that their clients are always happy.