Outbound Call Centers: Sales and Marketing

2007-03-08 10:33:40

( Web Hosting-SEO-Web Design )



BUSINESS PROCESS OUTSOURCING

There are plenty of big companies that find it more cost-efficient to outsource some of their key services, particularly in the aspect of sales and marketing, customer service and technical support. The principle behind outsourcing is that by decentralizing or delegating the performance of some of your business operations to other companies, you can concentrate on developing your company’s core competencies such as product development.

The popularity of business process outsourcing or BPO’s has resulted in the growth of call centers. Call centers are outsourcing companies specializing in making and taking calls in behalf of their clients.

IN AND OUT

There are two main types of call centers; inbound call centers and outbound call centers. Inbound call centers focus on delivering round the clock customer service and technical support. If your customers need some product assistance, have some complaints or questions, the inbound call center agents will take their calls and address their issues.

Since inbound call centers represent a client company, the call center software used to deliver the services are designed and made by the mother company. It is just a matter of training the agents in the proper use of the proprietary call center software.

Outbound call centers on the other hand usually handle sales and marketing. Outbound call center agents are tasked to call households and businesses to offer products and services or conduct surveys. Moreover, they can also call your existing clients and offer them upgrades, renewals, or inform them of new products and promotions.

While the main thrust of inbound call centers is to deliver customer service and ensure customer satisfaction, outbound call centers must be able to generate a wider client base or increase sales.

Call centers act in behalf of their mother client. That is why call center monitoring is important to ensure that you are being represented in the best possible light. Outsourcing is not an excuse to be complacent, lest your reputation be ruined by it.


All rights Reserved © Tradenet Services srl
Do not duplicate or redistribute in any form.