Most Common Services Provided by an Outsourced Call Center

In some organization in USA, Australia, Canada and Europe outsourcing has become the most modern trend. This is now a popular trend simply because of the cost efficiency that outsourcing offers. Upon getting the service of an outsourced call center you will not anymore spend money the recruitment and training of your employees, office setup, licenses and many more. All you have to pay is the service that an outsourcing company offers. That is why there are many small and medium sized businesses opted to choose outsourcing. 

If you happen to look at what division most businesses outsource, in most cases it is their customer support division. Those companies who are outsourcing their customer support re-direct their company number to a call centers in Philippines. Every time a customer calls, their call will be directed to a representative from Philippines. They will be the one to answer the call in behalf of the company.  

Services provided by any virtual call centers outsourcing company are classified into two, voice services and non-voice services. Below are list of voice and non-voice service: 

Voice Services:

Phone services (Inbound and Outbound) – Handling a call is the main function of a call center. They establish and receive and call on behalf of their clientele. Currently, representatives at call centers not just serve as only agents who address phone calls, but also help out in making revenue decisions. They supply tips to prospects customer thus aid in building purchase decision. They also help in getting more business to their customers. Because of that it takes the operations of a contact center to another level.

Non Voice Services:
   
Live chat assistance - Live chat assistance is one of the most in-demand instant methods of conversation. In cases where people are checking your website and they have a query, live chat assistance would certainly prompt them to inquire the inquiry right then. Answering that question instantly would certainly possibly result in a conversion. If there were no live chat support, the potential customer might not make an attempt to inquire that at any other occasion or any other means of transmission. He might just leave the website. You don't want that do you? Mainly, if your organization offers product and services, live chat assistance is a remarkable tool to increase sales.

E-mail help and support - Although there are numerous instant types of correspondence such as chat and SMS, electronic mail  or email remains to be the most formal and common type of communication. It is not necessarily considered official only if something is claimed in an e-mail. Handling a costumers’ e-mail can be quite intoxicating chore - so this is certainly mainly outsourced. Representatives from off-site areas send and receive email on behalf of a firm. As a result this is essentially one of the most popular call center services.

Ticketing service – In case that you are expecting a countless in-flow of e-mails, it may not be easy to anyone to answer all those email quickly. As a result the concept of ticketing was created. Customers can send out an inquiry though an email to a company about the product or services that they have purchase, then they will automatically be handed a "ticket". This signifies that the mail has reached them and will be replied in a short time. The reps from the call center will address concerns based on the order of tickets. This ticketing program works well for companies that offer goods and services - if clientele have concerns or require help, they can forward a mail and this will be addressed as tickets.