The service provision is an important determinant of the growth and success of an organization in the commercial and industrial sectors. While it is empirical that quality of the service and support provision is not compromised, it is equally important that the services cover several grounds to attract and acquire a larger customer base. This helps organizations generate more revenue and profit, through which they are able to enhance their productivity and operability in the market.
Customers should not be offered services that are substandard, as that can have adverse effects – it may potentially affect the reputability of the organization, which will further impact customer retention. Customers lean towards the reputation of an organization before deciding to invest their time and money. Furthermore, not being able to maintain a healthy customer retention level and losing customers regularly may become a worrying sign for the organization.
Organizations that either outsource their inbound call center operations to external vendors or set up their call center establishments at offshore locations experience tremendous growth and success. Moreover, they also offer several facilities and services. These services can predominantly be classified as inbound and outbound services. Certain call centers offer a combination of inbound and outbound services to cater to a larger customer base.
An inbound call center, as the name suggests, offers inbound services. They are provided when customers call with their queries and concerns, and are seeking appropriate support regarding a product they have purchased or a service they have availed. Some of the types of services offered by an inbound call center include inbound sales, technical troubleshooting and helpdesk.
When a customer calls a call center with their complaints and issues, they are first offered generic and basic information before being directed to the appropriate call center agent and/or executive who provides them the required support. The efficiency of inbound service provision depends on a couple of other facilities – twenty four hour telephone answering service and data verification service provision.
A twenty four hour answering service enables a call center to provide round-the-clock services, which allows customers to call with their concerns as and when they want. Furthermore, this helps escalate customer experience and satisfaction as well.
Data verification services, on the other hand, are made use of when customers are living at a distance and, therefore, are not able to provide a hard copy of the required information. Data verification is helpful in situations where, for example, military personnel and next of kin are seeking authorization for a transaction.
Outbound services are provided when call center agents and/or executives call customers to inform them about the launch of a new product in the market. A few types of outbound services are lead generation, appointment scheduling, market research and survey, and telemarketing.
Advertising and promotion of products, two assets organizations depend on to enhance their operability in the commercial domain, are executable through outbound services. Telemarketing is the most sought after outbound service; it allows organizations to eliminate the overhead of hiring sales personnel, thus helping in saving money that can be utilized in the execution of core business activities like production and manufacturing of goods, or in identification of changes to be incorporated in the business model to enhance support provision and cater to the needs and requirements of the customers more effectively. Market research and survey allows organizations to gather and collect feedback regarding their services and products.
The efficiency of service provision offered by a call center also relies on its workforce. The agents and executives should be highly qualified and skilful, and should be able to tend to multiple customer calls with ease and effectiveness. Moreover, they should be knowledgeable and well informed about the products they are responsible for selling to the customers.
This makes the customer feel they are being serviced by a thoroughly trained workforce, helping improve customer experience. The workforce should also exhibit a certain degree of eloquence and politeness when speaking to customers, as the customers should be made to feel comfortable while conveying their concerns.
Utilizing cutting edge and latest technological tools supplements the effective handling of customer calls. Backup systems enable organizations and call centers to offer an uninterrupted flow of business operations, which guarantees generation of higher revenue and profit. Having state-of-the-art facilities is also an empirical factor influencing the success of an organization.
Several factors play a pivotal role in determining the success and growth of an organization. These include, but are not limited to, an effective support and service provision; employing a workforce that is qualified and skilful, and proficient in tending to several customer calls without compromising on the quality of service provision; and utilization of the latest technological tools to enhance customer experience and satisfaction. With these considerations, organizations can reach the pinnacle of glory and prosperity, and achieve their long term goals.