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Inbound & Outbound Call Centers
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What can companies expect by outsourcing their requirements to call centers? First, management must determine whether they need inbound or outbound call center services. Naturally, this will depend on the type of industry, budget, company mission and goals, and bandwidth or volume of information transmitted within a specific time.

Inbound or Outbound

As the term implies, inbound call center services focus on concerns such as dealing with customer complaints and issues as well as responding to inquiries on products or services. For some companies, the inbound call center is the main source of interaction with clients. In other words, it focuses on customer service among all tasks. It serves as a knowledge center, technical support and assistance, and consumer care concerns.

On other hand, outbound call center agents concentrate on sales and marketing. They make follow-ups with existing and potential clients as well as assist them in upgrading their commodities or services. These call centers use a variety of strategies in making sales calls.

The call center requirements will depend on the following factors:

  • Industry you belong to
  • Nature of your enterprise
  • Target audiences or consumers
  • Your business objectives and targets

It would be advisable to seek the guidance of a highly capable service provider regarding your call center needs.

Functions & Concerns of Call Centers

For both outbound call center services and inbound call center services, here are the functions and concerns to consider:

Outbound

  • Success – Customer Success refers to the aggressive approach in gathering feedback of customers on particular products or services.
  • Market Research – This refers to data gathering. For instance, you are about to launch a new product. Therefore, it becomes necessary to conduct validation of the merchandise to retrieve essential information about it.

Inbound

  • Service – Customer service teams rely on inbound calls to assist leads and clients. This usually comes in the form of technical and product support.
  • Sales – Inbound leads usually discover your product through their own research. Meanwhile, the sales team depends on the inflow of inbound calls from leads to complete deals.

Software Features

Outbound

  • Automatic Dialer – This dialer is an automated device for fast-tracking processes. It automatically dials the next number after the previous call ends. The power dialer allows multiple calls simultaneously. If the set of numbers is busy or not contacted, the system moves on to the next in queue.
  • Predictive Dialer – This dialer makes automated outgoing calls and screens unanswered calls. It stops or slows down calls if the call center has numerous calls until the agents are about to finish their calls.

Inbound

  • IVR or Interactive Voice Response – This refers to as telephony menu application allowing callers and enterprises to use dial pads for different purposes. It simplifies the communications procedures to avoid waste of time.
  • Call Tracking – This is the process wherein inbound calls are credited to your marketing initiatives. It provides marketing teams with understanding as to which campaign performs better among all efforts.

PCS Connect Capabilities

PCS Connect can assist you when it comes to inbound and outbound call center needs. As an experienced service provider in this specialized industry, PCS knows how crucial call center services are for many business organizations.

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