Taking the help of BPO service providers not only gives you a competitive advantage but also liberates you from ever increasing cost of in-house services. You outsource and don't have to compromise on the quality of work as call centers employ highly skilled, proficient and trained staff only. These lay main emphasis on achieving 100 percent target and customer satisfaction. Let's identify the Ins and Outs of BPO services and take a deeper insight into their customer services and techniques they offer.
Mainly, BPO provides:
I. Call Center services
II. Back office services
III. Technical Help desk Support
The Call Center services of BPO can be differentiated into two major parts:
I. Call Center services
1. Voice Services
2. Non Voice services
Voice services of BPO, can be again divided into two that are:
a) Inbound Services: These services can be seen as a better and improved version of your phone's voice mail facility. You receive calls from your potential or current consumers regarding orders, queries, plans structure or complaints. These encompass following areas of work:
Customer Service: Bridging the gap between you and your customers, these services help you portray better image and strengthen your brand in the prospective buyers. You hit the gold mine by saving cost by not hiring live agents in-house. The off -shore agents work 24X7 and you don't miss your one call or single customer.
Phone Answering: You can manage your calls concerning your products or services though live phone answering facility in cost effective parameters irrespective of time and borders
Order Taking: The well trained staff process all the formalities required to place an order for your product
Product Technical Information: The most complex part of promoting your product is the technical know-how. The agents are trained according to your product's specifications and monitored by project manager for quality assurance in operations.
Along with these, Order hot lines, Support line, handling call overflow, Help desk & Technical Support, Emergency and Direct Response, Claims Processing and Consumer Response are also significant services being outsourced at a reduced rate under the Voice - Inbound Services category.
b) Outbound Services: Generally outbound is taken for telemarketing. A trained agent calls a potential consumer to consolidate his decision making ability about your product. You get increase in sales and more leads, at one time. Demand assessment, market surveys, loyalty and satisfaction surveys or scheduling appointment on your behalf is part of outbound services.
Verification calls: This includes the checking of consistency or similarity of data provided by the company from the company's database.
Debt Collections: A constant reminder to the defaulters of their pending dues by call center agents.
Telemarketing Services: Manage your customer relationships and market promotions with BPO's outbound telemarketing services.
Lead generation and sales support: Increase your prospects and kick sales up a notch with this BPO service.
2. Non Voice services - These services can be segregated in three parts:
Chat Support Services: Provide your customers a live talk facility on your website and transform your fog bank business goals into beacon!!
Email Management and Support Services: Turnaround the sales & success graphs by sending strategically designed and well detailed product e-mails to large number of prospects
SMS chat support Services: Increase your ROI and reinforce your brand with enhanced text editions services.
II. Technical Help desk Support - These technical support functions help you and your company to reduce the cost if anomalies or some technical issues arise. It's 24X 7 services and can be availed through email, chat or telephone. These services are available under these categories:
Network / Application Technical Support: Voice or non voice based technical assistance on for network or application like in case of Software problems or computer hardware issues.
Product Support: To aware your prospects or existing buyers about the technical side of your product.
Previous and Post-Sales Technical Support: This service helps your customers to handle any technical query before or after sales of a particular product or services.
III. Back Office Support- This customer - centric and cost-effective service is among one of the very popular offshore services. Data entry, Document management, Building database& Accounts receivables are major operations of back office support.
Call Centers Outsourcing BPO services are becoming integral part of every organization's working procedures. Their vast contribution in operational success, proper management or control of work, qualities, skills, reduced time and cost are factors, that can't be ignored.
Vcare Call Center India is leading outsourcing company in offering high-quality, cost-effective call center, technical help desk support and back office services to all sized businesses across the worldwide. The Company offers a complete range of call center services to help clients achieve higher customer satisfaction and increase revenue growth.
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