A call center or Inbound Call Center is a business that conducts telephone exchanges with other businesses. There are two types of calls in call centers. It depends on the missions that other companies entrust to them, but in most cases, call centers carry out exchanges related to customer service.
These companies are also called customer relationship centers or outsourcing centers. However, call center activities are different; some exclusively make calls, and others process messages. Without further ado, let’s see the definition of a call center or call center.
What Do Call Centers Do?
As we have already seen, call centers make calls. However, there are two types of calls which are outgoing and incoming. There is a difference between the two; that’s what we’ll see immediately.
Incoming call refers to calls received by call centers. The incoming call is mainly used for customer assistance, order processing or complaint, and refund management.
1— Customer Support
Customer support is among the most common tasks for inbound calls in call centers. Since the call center takes care of the customer service of other companies, then it receives calls regularly. The nature of the calls can be a request for information or help in using a product or service.
2— Appointment Booking And Order Processing
The processing of an order is also part of the incoming calls. Sometimes customers contact the company to order products or to request services. The same is true for making appointments. Clients contact the company in advance to schedule appointments.
3— Complaint And Reimbursement Management
When customers have a problem with a product or service, from time to time, they call the companies to file a complaint or a refund. The call center manages these requests and takes the steps for refunds or complaints.
Outgoing Calls In Call Centers
The outgoing call is simply the opposite of the incoming call. This time, it is the call center that contacts customers or prospects. The outgoing call is for a survey, prospecting, and marketing campaign.
1— Survey And Poll
Call centers often contact customers to conduct satisfaction surveys or polls. In general, satisfaction surveys are the most common. The results are then used for market research.
2— Prospecting And Selling
Some companies seek their new customers directly by calls. They contact people to offer them sales or services. Of course, it is the call center agents who take responsibility for calling these people.
3— Marketing Campaign And Loyalty Campaign
Call centers like Hit Rate Solutions for example can strengthen the relationship between a company and its customers. Customer relations agents can carry out a loyalty campaign; for example, sending a Gift or making a gesture of gratitude. Call centers also carry out marketing campaigns to promote a brand or a company. In any case, the call center calls the customers, so it’s an outgoing call.
Comments are closed.