Now-a-days, one of the basic and main factor that leads to a company's success is having a good customer service. A call center is an organized department to which phone calls from existing/current and potential customers are directed/made. Call centers can handle incoming and/or outgoing calls. It can be located either within the company which means that company has a specialized department for handling calls or the company has hired some other entity which specializes in handling calls such as www.getcallers.com.
· Types of Call Centers
The three main types of call centers according to the work are inbound, outbound and automated and companies use either one of them for various purposes according to their requirements.
Inbound call center: This type of call center is used for customers’ questions and transactions. Examples of main services provided can include:
· Chat support
· Call support
· Responding to emails
· Technical support
Inbound call center can be located either within the corporate center of the company or any other location owned by that company; or it can be a part of some other company hired to do the work. There are also an increasing number of representatives that do this type of work remotely from their own home.
Outbound call center: This type of call center is used mainly for sales, promotions, and market research. Examples of services provided can include:
· Call backs for price updates
· Following up on leads for product/service sales
· Doing the survey for evaluating company’s demand
The outbound call center can be located in-house, outsourced, or remote. This type of call center is typically located locally in the same country of the business, but can be international as well.
Automated call center: Call center automation means using software which do most of the work of a call center that is normally and previously done by the agents. It makes use of properly recorded audio and integrated system to guide the customer.
There are two other types of call centers based on the location of their agents:
Real call center: Agents are present within the premises of the call center and doing work in shifts. This type of call center requires a lot of money and management.
Virtual call center/Remote call center: Agents are working from a remote location i-e from anywhere other than the call center premises. Up-to-date and intelligent software route the calls to right agents. This type of call center has many benefits including less money, less effort, no need for a place and flexible working hours.
· How www.getcallers.com works?
Customers demand high standard of care from their brands/company and to provide that a good customer support center is mandatory. We promise three things:
Our agents are tested hard when hired and furthermore they are tested and evaluated quarterly. We keep them updated on a regular basis about the product/services. We monitor quality of service provided by our agents.
Our prime goal is you and your customer satisfaction. We do this with a motto that no customer should wait.
We make sure to provide the best call center services 24/7 at low cost.
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