call center services
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Call Centre Services

Avail proficient call centre services for improved performance and better results

A business requires an unparalleled growth rate without the burden of high operational expense to succeed. Go4Customer is one of the prominent specialized service providers in Australia that is consistently offering an unparalleled range of call centre services to businesses of all sizes.

What are Call Centres?

In layman language, Call Centres are the premises where professionals address and make calls to existing customers and prospects respectively. These call centres generally handle the extraneous tasks of businesses with extreme professionalism and care. Business owners contact these call centres to attain cost-effectiveness, high efficiency, and flexibility.

What are Call Centre Services?

Call centre services are services performed by BPO firms where they handle secondary responsibilities on behalf of partners who lack in-house expertise for service performance. In past, customer service outsourcing was one of the basic call centre service offered. Today, however, the call centre functions range from lead generation, market research, technical support, order taking, customer support, chat support, appointment setting, call answering, etc.

There was a time when businesses were only inclined to outsource tasks such as back-office functions, support operations, etc. The bottom line was to keep the extraneous tasks running smoothly while the businesses continue to keep their entire focus on the core competencies.

As said, things have changed now. Outsourcing today has emerged as essentiality for businesses. The reason is technological advancements, which has triggered competitiveness. This is why outsourcing to a reliable partner is the market is considered effective and cost-efficient.

What Services are Offered by Call Centre Companies?

Typically, there are two sorts of services offered by a call centre company which are: Inbound and Outbound!

An inbound call centre is known to address incoming voice calls from existing customers. These calls are generally to enquire about the product/service related information, complain about the product/service quality, technical assistance, making bookings, etc.

On the other hand, an outbound call centre is a premise where human agents make outgoing telephonic calls to potential customers. These calls are made with an objective to develop interest amongst the prospects, sell a product/service, conduct surveys & research, collect debts, and generate closable leads.

How are Call Centers Categorised?

Call centers are categorised on the basis of ownership. For instance, if the call center is handling operations for its own business, it is called as in-house. Businesses usually develop in-house call center services to keep customer interactions intact within the organisation.

If the call center company is managing tasks of an external organisation, it is termed as a third-party or an outsourced call center. These call centers are quite viable for organisations that focus on saving operational costs and attaining a superior performance rate.

The utilisation of call centers by businesses is a practice that is followed for more than 60-70 years now. However, call center services have changed drastically because of swiftly transforming technology, telecommunication, and the increasing trend of globalization. Previously, the offshore and near-shore outsourcing strategies were mainly utilised by large organisations, but today, even the SMBs are leveraging the benefits of these impeccable business tactics. Also, the call center services have now evolved from the conventional image of being a transactional service provider to more of a value renderer influencing businesses in a different manner. Therefore, contact center services are now availed by the business sector.

Contact centers are an extension of call center companies where agents tend to offer services not just only on the voice channel (telephone) but through other mediums too. Various customer service outsourcing companies have emerged since then that ensure to cover all the channels available such as social media, website, chat, email, etc.

How Outsourcing Call Center Services Differs from In-House Service Operation?

Well, most companies do not find any perks of outsourcing to an external partner. To debunk this delusion, it is important to state that businesses today like outsourcing to a call center company. This is because of the robust infrastructure and advanced technologies that are maintained by the call center outsourcing companies.

In-house agents may lack the same level of experience as an outsourced agent. Since outsourced partners work with multiple clients in the market, thus, their firms remain a step ahead in the competition by keeping a check on the latest advancements that are happening in the technology market. Such technology would cost businesses a fortune and that’s why hiring capable call centers services provider is a much profitable alternative.

Along with this, outsourcing companies hire and regularly train their workforce so as to keep providing an unmatched service level to the customers. Hiring and training employees from time to time require a good amount of capital, efforts, and time, thus those who outsource, save a lot of capital expenditures. Outsourcing helps business owners with direct access to highly qualified and skilled team of agents. So, why avoid outsourcing and spend irrelevantly on in-house service management?

Why Should Businesses Outsource Call Centre Services?

Today, business owners have to face a number of challenges such as uncertain customer preferences, ever-changing technology, and the pressure to sustain a handsome growth rate, and so on. In addition to this, the burden of maintaining a solid profit margin always keeps businesses on their toes.

Hence, in order to streamline the business operations without spending much to earn a competitive edge in the market, company owners route their attention towards outsourced call centre services. With outsourcing, businesses are now able to gain benefits like raised performance, trimmed operational costs, hiked profitability, and superior flexibility.

Customers hold the whip today. They have the power and liberty to choose the business that offers a stupendous level of customer experience. Thus, organizations are taking no chance whatsoever to build and garner solid customer relationships, so as to assure an uninterrupted growth rate. Customer service outsourcing companies are hence becoming more popular amongst the businesses.

Why are Australian Companies Choosing Call Centre Services?

As per a study, around 80% of the Australian businesses outsource their operations and a majority utilizes offshore resources. So what compels business owners in Australia to choose outsourced call centre services?

Around 70% of the businesses that choose to outsource reportedly said that the main reason apart from the low operational cost is to manage scalability issue and make their in-house workforce more efficient and effective.

Australian companies are looking for call centres services providers who can offer an impeccable level of service along with the latest technological support. India is a tech-savvy nation. Presence of the biggest technology firms in India proves that call centres in this nation will be offering the best of service experience to the customers.

Last but not the least, companies in Australia route their outsourcing requirements to offshore nations because of more market opportunities. Business owners who are looking to expand their operations to new markets could not find better assistance than India as the best market research companies are present to smoothen the journey of Australian firms.

In a nutshell, whether Australian companies require a stupendous outbound call centre services or an unmatched inbound call centre service, outsourcing to offshore locations such as India and Malaysia is the most viable alternative.

Call Center Services Offered by Go4Customer

Holding a reputable name in offering quality and timely services to Australian organisations, Go4Customer offers a wide plethora of contact center services.

The offered services are segmented into 4 kinds:

1. Outbound Call Center Services

  • Appointment Scheduling
  • Information Verification
  • Soft Lead Generation
  • Customer Survey
  • Telemarketing Services
  • Third-party Verification Services

2. Inbound Call Center Services

  • Customer Support
  • Technical Help Desk
  • Inquiry Handling
  • Call Answering
  • Toll-Free Services
  • Product Information Request

3. Web Enabled Services

  • Order Taking
  • Billing Queries
  • Email Support
  • Chat Support

4. BPO Services

  • Market Research
  • Product and Service Promotion
  • Debt Collection

Amid a plethora of call center services, you can choose the one that best suits your business requirements.

Why Go4Customer?

There must be hundreds of call centre companies that might be ready to offer businesses in Australia the required set of solutions, so why choose us? We are a pioneer name in not only holding an unhampered reputation as a call centre service provider in Australia but also hold the eminence in taking good care of our clients.

Some of the highlights of our offerings are:

Secure Cloud Backup: We ensure to deliver call centre services over our secure cloud telephony to offer affordability to our clients.

Data Safety: Go4Customer is a CMM level 5 firm with several ISO certifications. We do follow the best data security standards and guidelines to ensure that our client’s data remains untouched by any adversities and mishaps.

Proficient Workforce: We hold a competent team of agents who leverage on their years of experience in the industry and possess skills to handle massive scale BPO projects without any hassle.

Tailor-made Solutions: Our experts will get an in-depth knowledge of your business and will analyse the requirements to present the best-suited call centre solutions.

Affordable Pricing: Companies can avail several pricing layouts from us as we do not offer any fixed plans, rather we provide nominal costs as per your business requirements.

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