July 8

Call Center Services – Identifying the needs of your Company

Tired of your team dropping the ball by simply not picking up the phone. Or missing those once in a lifetime opportunities when all you had to do was pick up the phone and dial the number. You’re one person. And although you must have systems in place to prevent those missed opportunities from happening – the bottom line is they still do. Be honest with yourself, with all the additional services which your business provides, how much time is actually dedicated to answering the phone? The correct answer is – not enough. This isn’t to say that, it doesn’t get answered eventually. But put yourself in that caller’s shoes for a minute. When you dial for customer support, a friendly voice offering assistance tends to bring an immense sigh of relief. All your anger or frustration dissipates. What exactly are call center services and how can they improve your business?

What are Call Center Services?

A call center is a special facility that serves as the go-between for customers, as well as prospective customers, and service providers. Call centers can offer a wide range of services from handling inbound and outbound calls to marketing and lead generation. Usually, when call center services are offered, they are packaged to suit the marketer’s needs. That’s awesome! It’s a wonderful thing to select a plan that’s just right for your agency. What are the most common call center services offered? What do you need to consider when decided to pick the call center services which best suit your business needs?

Call Center Solutions

The question of the hour –  How does contracting a call center benefit your business?. In a phrase – offer vital solutions. Wouldn’t you benefit significantly from having the publishing and media access for your business? How about help to design, print and distribute (electronically) newsletters, emails or programs informing customers of:

  • Events 
  • One-shot products
  • Paid/Free Subscriptions (print, electronic and online)
  • Controlled Circulation Publications (including audited titles)
  • Advertising Opportunities

Let’s take things a step even further with these call center solutions. How about hiring a call center service that provides useful outbound services. 

Examples of  outbound call center services:

  • Lead generation
  • Demand Generation
  • Appointment Setting
  • Event Building (Live Events, Seminars, Conferences, Webinars)
  • Subscription Renewals & Upselling
  • Web Lead Follow-Up
  • Market Research
  • Customer Success Outreach

Outbound Call Center Services

Outbound call center services are geared at doing the research and calling for your business. Such centers are especially helpful when you wish to grow your business or tread unfamiliar terrain business-wise. They provide you with the means or opportunities to:

  • Improve your customer satisfaction rating. Once the data from surveys are tallied, you have a clearer idea of the steps you should take to keep your present and future customers satisfied with your business. 
  • Assist your marketing department to move forward with confidence. The data collected from surveys can provide useful intel of what your customers really want. This will help guide your marketing team to project the best way forward. 
  • Boost your sales. Once the data is collected, you can quickly and effectively identify which products and services are doing the best and why. When the guesswork is replaced by the concrete research data, taking your business to the next level is a breeze.
  • Collect revenue for your business. You don’t have time to chase your debtors and grow your business all at the same time. An outbound call center is a perfect solution for those pesky calls to your customers reminding them that they have a payment due. 

Inbound Call Center Solutions

Things can get a bit busy in the office. This happens when your business has grown significantly. You create a plan to keep things organized by separating into departments. Inbound call centers offer ideal solutions. They help to keep the channels of communication running smoothly. Faster response rating to resolve issues and avoid escalations. Inbound call centers may operate manually or automated over an Interactive Voice Response system. Customers can call and listen to options to pick the department they should address their concerns to. Or an employee can operate a switchboard and connect customers directly to the department which can address their queries or concerns. 

Customer Service Call Centers

When you decide that your customers are way greater than you have the manpower to manage – it’s time. It’s time to consider outsourcing to customer service call centers. Outsourcing call center services can offer you further flexibility for:

  • Focus

Focusing on continually improving the quality of the product your business offers. If your product quality decreases, so will your customer base. With customer calls correctly handled by outsourcing to customer service call centers, your employees can focus on the tasks which grow your business. 

  • Round the Clock Customer Support

With customers connected online the reach of your business is boundless on the internet. As such customers come from different time zones. It would be a bit insensitive to expect a customer to wait until 3 in the morning to talk to an agent for your business or vice versa. Therefore a customer service call center makes that 24-hour service possible. 

  • A Rise in Customer Satisfaction  

Outsourcing call center services promote an increase in overall customer satisfaction. Once your scripts are in place and you select the right customer service call center for your business needs – customers are satisfied. After all, you would not trust the reputation of your business in anyone’s hands. You would be mindful to select experts 

Call Center Service Provider

The call center service provider you choose to use should be dedicated to your cause. If they don’t support you in the manner you require, what’s the point? Before you settle for any call center service provider, you must first have an idea of what it is you wish to use the call center services for. Here are a few things you may wish to consider when selecting a call center service provider:

  • A Script 

Before you decided to consider outsourcing call center services, We’re sure you thought of what you would have said to your customer. Therefore it would be a wise move to already have a script which can be built up or improved than none at all. 

  • Research

While surfing online, avoid selecting the first option available, after clicking search. Remember this call center service provider has to represent your institution and keep your customer-related issues addressed. They must also be reputable, as they may have to be given access to various files from your business.

  • Assess Revenue

Remember that you are also selecting the most cost-effective yet efficient call center service. Ensure the staff is well equipped and experienced to deliver a quality experience to your customers. The service, in light of the cost, should contribute toward boosting the progress of your business goals. If there aren’t improvements in customer relations, then your business will fail.

Which call center service would benefit your business BEST at this time? Let us know in your comments below.

Quality Customer Service & Sales

Call Center and Contact Solutions

Established in 1991, QCSS Inc. is a network of multi-channel BPO customer contact centers specializing in inbound and outbound communications. We handle millions of interactions on behalf of our clients annually in our U.S. based contact centers. QCSS is dedicated to providing best-in-class services, to your customers, members, donors, partners, and prospects.

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