A Brief Overview On BPO's Call Centers And Their Services

Taking advantage of BPO service providers ensures you a leg up on the competition and liberates you from maintaining a costly in-house service. Outsourcing doesn't mean you have to gamble with the quality of service of the call center agents because BPO service providers guarantees they only employ highly proficient, competent and well-trained agents.

BPO's deliver the following:

I. Call Center Services

Call Center services can be categorized into:

*Voice Services

*Non-Voice services

Voice services can be subdivided into two components:

a) Inbound Services: Simply put, these are calls coming in from customers regarding inquiries, complaints or order placement. This includes, but is not limited to, the following areas of work:

Customer Service: A customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time with a thousand small demonstrations of incompetence. Customer service is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customers' expectation. Customers have memories. They will remember you, whether you remember them or not.

Answering Services: For service-oriented businesses like hotels and flower shops, you can manage your calls concerning your products or services through phone answering service in cost effective solutions regardless of time and geographic locations.

Order Taking: Agents process all the formalities required to place an order for your product.

b) Outbound Services: Nowadays, the term outbound is synonymous with telemarketing. A trained agent calls-out a prospective customer to inform and offer them of your products or services. Sales and leads are increased significantly. Demand market research, loyalty and satisfaction surveys or appointment setting on your behalf is part of outbound services..

Verification calls: This includes the checking of authenticity, or veracity of data provided by the company from the company's database.

Collections: The proverbial "dirty job but someone's got to do it." Customers are reminded of their debts or pending dues by call center agents.

Lead generation: Increase your prospect database and boost your company's sales up a notch with this BPO service.

Non Voice services. These services can be categorized into three components:

Chat Support Services: Customer support, technical or otherwise, using Instant Messengers or applets provided on the company website.

Email Management and Support Services: Sending strategically designed e-mails containing well detailed product or services information to large number of prospects. Could also mean answering customers concerns and inquiries using this method.

SMS Support Services: Utilizes the mobile phone to reinforce your brand with enhanced text editions of your services.

II. Technical Help desk Support: This type of service can be supported either thru voice or non-voice. Its 24X 7 services and can be availed through email, chat or telephone. These services are available under these categories:

Product Support: Troubleshooting, assistance, inquiries, concerns or replacement of defective products for prospects or existing buyers.

III. Back Office Support - Services relating to the inner workings of a business or institution. This customer centered and cost-effective service is among one of the very popular offshore services. Human Resources, IT, Data Entry and Accounts Receivables, Database Management, Document Management, Data entry, IT and Human Resources are major operations of back office support.

Outsourcing would be cost-effective solution for your business since labor costs are reduced likes manpower and training. It's efficient since training for all aspects of the program will be handled by people especially trained to train others. Risk reduction is also a plus factor in choosing to outsource since the BPO outsourcing providers will handle those risks for you as it is supposed to be part of their expertise, allowing you to focus on your core business and on mission-critical projects.

Belinda Summers works as a professional consultant. She helps businesses increase their revenue by lead generation and appointment setting services through telemarketing. To know more about this visit: http://www.callboxinc.com/.

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Value of Non-Voice Services at Call Centers

In today's times, many of the businesses borrow the help of BPO vendors to earn a competitive edge and also for the alteration of the heightened cost of In-house services. Choosing outsourcing would offer you to gain benefit of the services that these professional call center agents are offering to us or to any business firms. The agents at the call center strive hard to provide the best quality services to the customers, allowing them to share a breath of relaxation.

Call center services can be differentiated into two parts: Voice services and Non-Voice services. To discuss the ins and outs of the non-voice services, the call center services offer a very extended range of services to the customers during, before and after the purchase of the products. These non-voice services can be classified as: Chat Support, Email Support, SMS Support, Technical Support, Back-Office Support services.

Chat Support: This is the most popular and well-known support services, including live talk or chat facility on the websites' home page. With this services you can deal with the customers who browse through the website and have some query or need some help related to the products and services. Having a offshore chat based support service ensures to have lower call volumes and this actually helps in reducing the cost.

SMS Chat Support: In this growing technology era, this service can bring in good and surprising results in favor of the organization. With this, you'll be able to reach your targeted and existing customers. For the consolidation of brand positioning and for the increase in ROI, some of the modern call centers offers non voice services of improved text edition.

Email Support service: This is one of the most business boosting service which deals in the use of detailed, very well designed and nicely crafted e-mail to upgrade your product to a next level. It helps you to enhance your business graph by sending products and services' e-mails to a large number of prospective customers. The skilled and experienced team comes forward to work for the e-mail campaign and make it successful in all ways.

Technical Help Desk: With the help of this time tested service, you are able to reduce the cost if any issues related to cost or any anomalies takes place. It is a 24/7 service which is easy to get availed by phone, chat or e-mail.

These non-voice support services also provides assistance whenever there arises a technical issue, related to hardware, software, computer applications and networking.

The most popular of all these are the cost-effective and quality services of the offshore call centers. These are generally customer focused and provide effective and quick solutions as, database, building accounts, data entry and document management.

Outsourcing call center services non-voice services is very valuable,in giving edge over the competitors and can get you a place of a better position in the market.

John Daniel is associated with callcenterindia and providing his expert consultation on call center outsourcing and offshore call center services. He is an authority over the subjects and aspects concerning help desk support services and back office services information.

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