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A type of call center that is designed to receive a large volume of requests -- or inbound calls -- from customers by telephone. Inbound call centers typically handle telephone requests for product or technical support, account assistance, sales, subscription management, billing and other inquiries from consumers.
A type of call center that is designed to send a large volume of requests -- or outbound calls -- to customers by telephone. Outbound call centers typically handle telephone communications for sales, account upgrades, subscription offers, telephone marketing and debt collection.
1. Reduced costs
Co-sourcing can be a more cost-effective solution to hiring and maintaining an entire call center workforce in-house. It reduces costs associated with staffing a segment of call center agents (as the external service provider handles their own agents). It also reduces infrastructure and overhead costs as external service providers utilize their own call center software, servers and telephony. Finally, it turns a significant fixed cost into a variable cost: skilled labor is there when you need it, and not costing you a pretty penny when you don’t. Taken together, these can add up to huge savings and significantly improve your bottom line.
2. Improves call quality during peak hours
Having a staff of excellently trained and knowledgeable off-premise call center agents that can handle calls within a moment’s notice can significantly improve service quality during peak hours. Overflow calls can be routed to them, reducing wait times and customer frustration. Additionally, both your in-house agents as well as your outsourced agents won’t feel rushed when talking with customers during peak hours as they know there are plenty of qualified agents to field all of the calls that come in. This will dramatically improve the quality of customer service and decrease wait times during peak hours.
3. Decrease call abandonment
When you contract out your overflow calls to an external service provider, long wait times and high caller abandonment rates will be a thing of the past. Every call will be answered in a timely fashion and your customers will love the expedited service. Never again let a customer slip through the cracks or lose them to long wait times.
4. Increase service levels
If service level is a metric you are looking to improve, co-sourcing your call center workforce may be the solution you need. When call volume increases and service level is declining, you can outsource the overflow calls to contracted agents. This will decrease wait time and increase service level.
5. 24/7/365 support for a fraction of the price
Hiring an external service provider to handle calls when your in-house agents aren’t working can be an excellent way to provide round the clock service, without having to maintain a 24/7 workforce of in-house agents. External service providers can answer calls after business hours, on the weekends and during holidays. Your staff will appreciate the standard schedule and your customers will love the dedicated service.
6. Ensure business continuity
Hiring an external service provider to handle calls when your call center software goes down, in the event of a disaster or emergency and your in-house agents can’t make it into the office, when there is a power outage or when your computers go down can be a cost-effective solution to ensure business continuity. Never again lose a call due to factors that are beyond your control or that you didn’t anticipate.
7. Increase customer satisfaction
When you co-source your call center workforce, your agents will be able to more effectively handle peak call volume and can spend more time meeting the customer’s needs. You will also lose fewer customers to call abandonment due to long waiting queues and declining service levels. Shorter wait times and better customer service translates into more satisfied customers.Type your paragraph here.
Service centre operations is an essential drive to business growth all over the world. We are focused on developing world class service center operations for our clients that would not only improve their brand but also increase company profit margin.
A call center is a centralized office or facility that is equipped to handle large amounts of customer telephone requests for an organization. A call center handles all telephone communications with new and existing customers. A call center facility provides ample workspace for a large number of employees, typically referred to as "call agents," to administer telephone-based communications with customers.
Call centers may also use a call center suite which includes tools for telephone switch functionality, intelligent routing, automatic call distribution, interactive voice response (IVR), outbound dialing, voice mail and other components.
Large organizations may choose to outsource its call center services, as a call center will be able to provide the systems and trained workforce to provide quality service to customers.
Innocrave solution can provide an End to End Call Center and Customer Service center solution for your organization.
We would be using one of the best Call center CRM software, also called call center CRM (customer relationship management), are software solutions that help call center agents access the right information and knowledge about a customer's history to improve the overall customer experience. Call center CRM is typically desktop software that integrate with existing telephony and back-office applications.
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