Our centralized facility receives and makes high volumes of calls, from B2B lead generation to appointment setting. Our services provide support where and when needed.
For companies and individual managers who are not experienced with outsourced call center services we offer the following basic definitions of the wide variety of services available to companies across virtually any business sector.
A call center is a centralized facility or function used for receiving high volumes of customer service phone calls or making high volumes of outbound B2B lead generation or appointment setting phone calls to identify potential new customers. Generally speaking, call centers services providers deliver support via telephone, whereas contact centers use the telephone.
Inbound call centers perform the functions of: customer service, order processing / order taking, Tier 1 help desk support. Inbound representatives answer customers’ questions about products and services, assist them in placing a product order and deliver technical assistance. The customer service call center should be staffed by friendly, helpful and knowledgeable call center customer service representatives who are trained to deliver inbound customer service and, ideally, are not distracted by other tasks.
Inbound customer service call center programs generally are of two types, dedicated and shared. A dedicated call center customer service program usually is one with high volumes of daily calls. A team of representatives, or agents, is assigned solely to that program – they are dedicated to it, and it is the only program they work on. A shared team program, on the other, usually has low to moderate call volume and the agents that support a shared program also work on other shared services programs simultaneously.
Our Outbound call center performs B2B lead generation, appointment setting, customer win-back, inside sales and customer and market surveys. When engaged in a lead generation or appointment setting cold call, it is our responsibility to quickly engage with potential customers, generate interest in a product or service and secure approval to schedule an appointment for the sales team or other next step in the sales cycle. From cold calling lists of known buyers within a given market or industry to discuss their upcoming buying plans we generate interest and prepare the next steps in the purchasing process.
Most call centers record and capture the outcome of every call either received or made within their inbound call center and outbound call center capability. Typically, all calls are recorded for future review. And the call center typically uses software that tabulates each call, which is used to generate detailed call center program reports that are instrumental management tools. For call center outsourcing, it is critically important that the call center service provider is held accountable for its performance and results. Detailed reports should be available on a monthly, weekly or daily basis, based on the client’s preference.
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