By availing any of these outbound call centre services, business owners can unlock several revenue-generating opportunities.
All in all, tying up with specialized outbound call centre service provider is the key to ensuring a continuous upward trend of the sales graph.
The factor that draws the attention of business owners towards Go4customer is that our call centers services provide both inbound and outbound support in an inimitable manner, and that too at a budget-friendly rate!
From SMBs to MNCs, everyone approaches Go4customers’ contact center services for potent service operations. After understanding business owners’ needs, Go4customer team of specialists offer call center services that aid in meeting our clients’ objectives like call center inbound service or outbound service as per need.
However, if you wish to know which amongst all these is Go4customer’s most availed service, it is ‘24/7 Call Answering Service.’
Majorly, our phone answering services are availed to fulfil the purpose of business expansion.
How can Call Answering Services Possibly Help to Expand the Business?
The growth of any business is purely dependent on the happiness of customers. To keep customers gratified, it is significant to be available for them, always.
Customers place a call whenever they want to communicate with your brand. To ensure instant response and phenomenal solutions for customers, having a presumed call answering service provider on board is fundamental for business owners.
Why Go4customer is the Best Choice for Call Center Services?
Well, there are many call call centers services in the market, which can offer you services at an extremely cheap price. But the factor that matters most is ‘Consistency.’ This is really important because if customers get both good and bad service interactions, they may switch to a competitor of yours. With high customer defection, you cannot take your business forward, obviously. We promise consistency.
Go4customer has been rendering call center services since 2001. We are proud to say that there was no single day when we failed to maintain consistency levels. This is laudable, considering a successful run of 19 years.
Plus, we have been pushing our limits to nurture enhanced contact center services so that we can set new standards in terms of service levels. Now, you may comprehend why business owners are hailing Go4customer as the best.
We have exactly what you need for realizing your vision, and share your unbridled passion for success!
Pre-Requisites to Check-On for Call Centre Services
Call Centre Services is the prime obligation for the organization, carrying a customer-centric approach. Generally, the Organizations in the US submit their resources to a topmost call center, in order to drive the best out of it.
Therefore, it falls as the prime responsibility of an organization to cross-check the criterion of service providers, who have circulated the interest in form of quotations with available market standards, in order to verify services with your needs of the project.
Following are the set of pre-requisites that needs to be check-on before availing call centre service:
Eligibility:
Check the rate card of the organization’s eligibility to handle the cores of your project. Study the term by monitoring the profitability and its relation to Average Call Handling Time (ACHT) and Average Handling Time (AHT), along with the significance of internet tools.
Age, Turnover and Market Reputation of Call Center Service Provider:
Check the responsible factor like age, turnover and market reputation of a provider through various mediums of resources.
Analyze the age of set-up with projects handled at that till the moment, along with the incurred turnover for the interval of a year or two ranging in the chart of dollars.
Study the provider’s websites and other social media handles in an informative manner, to overview the pan of its market reputation, along with the concerned reviews.
Software Installed:
Before finalizing for the ‘one’, understand their approach for performance delivery by gathering the information about the software installed in the infrastructure.
Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Predictive dialer are some famous software currently ruling terrace of the Call Centers.
Set-Up/Location Size:
Gather the details for the size of the organization, based on its geographical location and its infrastructure size.
Analyzing this factor enables you to anticipate the potential of call center, along with the ability to the carriage size of your project.
ISO Certifications:
International Standards Organization (ISO) is a reputed body that guarantees the level of services upto usable context, for the services offered by the organizations.
Check whether your call center services meets with the certification of ISO, for assuring the variety of business.
ISO 9001:2013, ISO 27001, ISO 22301, ISO/IEC 27001-2013, ISO 27001:2005, ISO 20000-1:2011, along with CMMI LEVEL III are some famous certifications that the call center service provider needs to carry, in order to promise advance and formative performance.
Leased Line/ P2P Connectivity:
Analyze the complete structure for available networks amid the two sets of ‘computer’. Study the detailed brochure regarding offered speed connectivity per second. Also, understand the set of network protocols to avoid connectivity ordeals in future.
Check the usage criterion for the private network in the US, as per your requirements.
Response Rate:
Evaluate the service level or response rate of the providers of contact center services by measuring the rate of calls answered in the amount of time.
Let’s say, 70% of calls are answered in 30 seconds. I.e; how much time and employee effort, your organization requires to respond to the customer for offering efficient services.
Customer Relationship Management (CRM):
Analyze the capability of customer relationship management (CRM) and its associated software. Check the eligibility of CRM by analyzing its core section and adaptability in daily usage.
The following are the internal sections that must be comprised in CRM for gaining effective results and offers effortless services to the customer.
Segments of Customer Relationship Management (CRM)
| Email |
SMS |
IVR |
IVR Blast |
| Email integration allows creating a directory for emails of potential clients at a unique space automatically, distancing the data from one another. |
SMS integration bunch the details of the client by sending the set of information regarding product and services automatically to the customer, for creating the follow-ups or fulfilling the part of CRM Strategy. |
IVR offers an engaging solution to enlighten the prospect of the client.
IVR generally, is an automated and recorded call initiated for order confirmation through CRM. |
IVR Blast is a pre-recorded call carried out to assist the customer in a better way for pushing customer response to CRM, for future purposes. |
Reports:
Study the terms for report formulation and its associated categories for measuring customer experience practices.
Basically, Reports in the call center is categorized into three sections:
Types of Report for Monitoring Call Center Services
| MIS Report |
Agent Performance Report |
QA Report |
| MIS report generally gives formative context and detailed information for the call center’s inbound and outbound report. |
Agent Performance Report gives a detailed review of the executive’s performance and prolonged data for calling services. Such as the number of calls, connected calls, answered and dropped calls, etc. |
QA Report helps in analyzing the working of call center cores. The report helps in improving the quality of services, by pondering on the mentioned points. |
Dialer:
The affirmation of discussed pre-requisites should match with the final requirement for dialer. The dialer is the software used in the call centre services to automate outbound calls by increasing the ratio of connected calls and executive’s call time.
Therefore, before choosing scalable plans for contact center services, pondering over these points is a must in order to drive maximized output from call centre service providers.
Call Center Services FAQs
What are call center services?
Call center services are the centralized medium, responsible for connecting the customer and the organization via phone calls, messages, live chats and various other platforms for gaining the satisfactory resolution of a raised inquiry.
Today, the technology is moving at an agile pace with the constant practice of implementing advanced modes in the business cycle. The customer is the prime obligation for any organization aiming for a customer-centric approach.
Therefore, it lies as a foremost responsibility of a business to develop a harmonious relationship with its targeted audience as well as its existing customer. The constant implementation of technologies in call center escalates the graph of offerings for the swift movement of call center services.
Currently, there is a vast number of call center outsourcing companies in the US, India, UK and many more. These outsourcing entities are successfully resolving the queries through the practice of Inbound and Outbound Call Centers.
The Inbound Calls are made from the end of the customer to gain support services along with variable offers. The Outbound Calls are created from the end of call center executive for propagating telemarketing, lead generation and appointment scheduling.
The call centers are efficient enough to offer services at an average rate of 60-70 connected calls with approximately 120 dialled calls per day.
What are the New Call Center Technologies of 2022?
The call center services have gained a massive up-gradation during the pandemic and its intensified usage. As companies are struggling with remote working, outdated policies and financial dip, Call Center Services have emerged as a way of keeping business processes and operations afloat.
There are many trends that have continued in the past and are expected to continue in the future. Some new trends are emerging every day and will surface during and beyond 2022. Some of these trends and technologies are discussed below:
Artificial Intelligence is here to stay
AI powered conversation has revolutionised the call center industry and has improved agent’s efficiency. Implementation of call routines, and provision of multi-channel support are among many benefits of AI call centers.
Analysis is and will be the driving force
Skills and managerial expertise are vital for the success of the call centers. However, with emerging data analytics and strategies based in it have surpassed the individual driven planning and will keep on gaining more importance.
Advent of self-service tools
Self help options via FAQs and tutorials to virtual assistance and Chatbots will gain massive support in the future. Companies must invest in self-serving tools. Customers also prefer self-service tools rather than associated support for solving certain queries. Self-service tools will be an excellent extension of customer support services in the coming days.
Cloud based platforms
Many companies are installing cloud based platforms allowing agents to interact in the same way as they would have done at a traditional call center. This technology has simplified the recruiting of remote agents and deliver valuable services at lower cost.
There and many more technology trends are going to make their way in the future. I will be interested to see how call centers will make these changes and deliver services tomorrow.
What are the best call center technologies of 2020?
The technology expedition has successfully set the platform for gaining excellent call center services, followed with amazing offering to the respective customers.
The technologies like Cloud, Artificial Intelligence, Blockchain are altering the experience of call centers. According to the reports of Frost and Sullivan, the advancement in Digital Channels proceeds at an informative rate, along with the technologies like Predictive Engagement, Cloud, Call Conferencing, Artificial Intelligence and Voice Identification.
Reports quotes, that there is a range of visible hike in the ranking of technologies likely to occur in the year 2020.
- Digital Channels: The presence of call centers and organizations on the new digitalized channel is one of the major requirement to meet the expectations of the customer, by offering them the desired solution at their preferable platform.
- Predictive Engagement: The existing technologies have enabled organizations to gather collective information pertaining to the customer. The Data can be assimilated in favour of analyzing customer journey with the organization and can offer a resonant solution for the same.
- Cloud: Cloud is the familiar term nowadays when one is planning to inflate the graph of business. Cloud contact center services enable the organization to race in the completion with a mature firm, in order to fulfil the business and customer’s requirement in an advanced manner.
- Call Conferencing: Call Conferencing is the technological trend that will continue to grow in the year 2020. It allows the agent to add experts in the call, catering the customer, if they feel incapable in serving the appropriate solution.
- Artificial Intelligence (AI): The technology is considered as the latest move with advance solutions. The AI is capable enough to create decisions on behalf of a human. The subset of technology, Interactive Voice Response (IVR) and Predictive Dialer are colossal steps embarked under AI.
- Voice Identification: Voice Identification, also known as Voice Biometrics is used as a guard for adding the security to the experience of the customer by using their voice notes as the password.
What services does a call center provide?
Call Center is a well-known resource for providing an adequate solution to the inquiry raised by the customer on behalf of an organization.
Currently, the call center in the US and other countries are distinctly offering two distinct varieties of services i.e; Inbound call center services and outbound call center services.
Inbound Call Center Services: Inbound call center intent to offer solutions to the customers, approaching for gaining a relevant solution by creating the call to the call center of a respective organization.
Generally, the call centers carry a unique toll-free number to accommodate the speed of services occurring in the favour of a customer. Customer can contact the associated executive via phone calls, messages, live chat and many other AI-based resources.
The inbound call center offers a set of services like;
- Call Answering
- Inbound Sales
- Technical Support Services
- Help Desk Services
- Customer Support
Outbound Call Center Services: Outbound call center focusses on inflating the graph of sales and business rate in the favour of an organization.
Generally, the outbound call center hits the potential clients by creating an outbound call on the contact number of a customer, consolidated in the hours of marketing.
In outbound call centers, the call is created from the end of the executive to aware of the offering for one’s business, with the trail to convert the lead in the consumer.
Outbound call centers are responsible for handling;
- Telemarketing
- Lead Generation
- Third-Party Verification
- Customer Survey
- Appointment Scheduling
BPO vs call center?
The organizations tend to claim enhanced sales rate are actively adopting the practice of business process outsourcing (BPO) and call center.
Generally, the customer as well as the organization, often get confused between the terms by conferring them same.
To be precise, the BPO and Call center are two distinct operations carried out in the shell of an organization to facilitate and run the core competencies of a business.
BPO, Business Process Outsourcing carries out the complete set of activities, responsible for accelerating the process of business. it further includes back office solutions, human resource, payroll and various other processes.
Whereas, the Call Center is the subset of BPO services. The call centers, just deal with the process of offering customer support and call center services to the client or a potential customer over the phone call, messages and live chats.
Why outsource call center services?
When the organization plans to move on an interactive podium, installing call center services to its business structure add stars to its core competencies. The type of services call center is offering to its customer defines the structure of an organization and yields the scale of customer engagement.
Lack of in-house services and talent can lead to the fall of attempts. Therefore, the organizations take the crucial step for outsourcing the resources to the third-party vendor, efficient in carrying the functionality of the business.
Reports suggest that in the year 2001 to 2013, more than 250,000 call center jobs are outsourced to outsourcing companies, leveraging the rate of cost input per hour from 20-25$ to 12-13$.
Following are the frequent reason, why organizations outsource their call center services:
- Balances the operating cost
- Offers 24*7 customer support
- Facilitates professional, expertise in the domain
- Scalable range of services
- Access to office infrastructure
- Multi-lingual support
- Flexibility
How much does a call center charge per call?
Call center acknowledges the factors responsible for charging the cost per cost. Commonly in the US, the charge to cater the customer falls for 1 Dollar per minute ($1/min). it signifies that if call center caters almost 30 calls per hour and per employee, which last around 5 minutes each, it may cost you approximately, around $150 per employee for an hour, which could be seen varying visibly with the change in numbers of call center executives.
The report suggests that traditional call center services cost $1,200 to $1,500 per agent, plus installation, integration, and training. If the call center is equipped with 50 call center agents, it may cost you over $140,000.
Also, now the organizations are using advance moves to mitigate the cost structure along with the associated risk factors. The established companies in the US are outsourcing its resources to different nations for demanding the measurable amount of $5 to $8 dollars per hour for non-technical support to $10 to $20 dollars per hour for technical support, based on the selected scale of services from call center service provider.
How to choose affordable call center services?
Customer is the prime obligation for a customer-centric organization. Therefore, it lies as an utmost priority to choose call center services that match up to the expectations of the business’s core competencies.
Choosing an affordable range of services enables the particular to ponder on its subsidiaries along with the call center services. The organization should gather the team of experts before contracting the ‘one’ for availing services.
Below are the listed to-do factors that help in choosing the range of affordable call center services;
- Consider the pricing model, available at the end of the call center service provider.
- Review the contract terms, to avoid future ordeals in the structure of a business.
- Negotiate the factors, policy and price pattern with the call center, by pondering over each minute details in the proposed quotation.
- Analyze the social presence of the call center by collecting the set of reviews from companies and allies. Also, review their previously- handled project and its rating.
- Understand the structure of services available according to the need of your call center.
- Study the levels of minimum monthly call volume.
- Understand the practices to fight with outrage.
- Cost-cutting can be incurred, with the support of multi-lingual services.
What to look for in a Call Center Service?
Adding the call center in the business structure, no doubt increases the productivity of inputs and resources. The call center adds speed in gripping the rate of customer engagement by increasing the span of the targeted audience to convert them in the valuable consumer.
When you are planning to install call center service in the business, one needs to make sure that offered call center service is up to the mark in all habitats.
Following are the responsible factors that the organization should keenly look for in call center services:
- Analyze the reach on global space.
- Distinguish the need for resource and seat of the call center in contrast with the size of the organization.
- Analyze your move in terms of future expansion along with the designed roadmap.
- Measure the range of productivity for a call center and call center agents.
- Gather the report of the experience of a call center executive, along with associated statistics.
- Prior to delivering call center services to the clients and customers, make sure that your agents have undergone adequate training sessions.
- Track the flow of cost in the structure of a call center service.
How Can Call Center Services Help Solve Business Problems?
The call center act as arm support for the organization, aiming to advocate customer engagement in the design of business. The major deal of astriction for call center falls for cost input along with various associated factors.
Therefore, the organization takes a strong move with their call center services to drive transformative changes along with commendable results.
According to the Deloitte 2016 Global Outsourcing Survey, the top two reasons for using call center services were cost-cutting (59%) and focusing on the organization’s core business (57%).
Following are the listed aid through which call center services can help in solving your business problems:
- Cutting the labour cost can act as a great help in structuring business problems with adequate resolutions.
- Outsourcing your call center rather than the in-house practice of call center may reduce your expenses for infrastructure.
- Call center strategies bolster in letting the organization stay focused with desired core competencies by managing out the set of odds.
- Adding call centers to your structure of business helps in mitigating the risk factors.
- Call center services help in exploring the market with its inbound and outbound call center services.
- Availing the services of call center helps in managing out the high volume of calls and further create a strong trust relationship with the prospective customer via the procedure of customer engagement.
