After zeroing in on the Philippines as the country to outsource your office functions to, you would naturally want to familiarize yourself with the different types of call center services available.
After all, with a staggering total of 851 registered BPO companies in the Philippines, you need to arm yourself with as much information as you can gather to arrive at the best decision.
A good starting point is to understand that call center services may be grouped into three types – inbound, outbound, and business process outsourcing.
Inbound call center services take care of incoming calls; while outbound call center services do the opposite – which is making call outs. BPO services, on the other hand, is the delegation of operations and responsibilities of specific business functions.
Different Types of Services
Common services available for each category may be enumerated as follows:
Inbound Call Center Services
a. Customer Service
As more companies are beginning to appreciate the importance of having customer service, the demand for customer service support has increased. Suffice to say that this is probably the number one office function being outsourced. As they say nowadays, a company’s success may very well be dependent on the kind of customer service provided.
Customer support services may be through phone, email or chat. Services can also range from after-hours support, call overflow, product inquiries, billing inquiries, order processing, customer management, and customer retention.
b. Technical Support
Technical support is providing callers assistance with technical problems such as troubleshooting, or setting up an online account, or website navigation. Service may also be through phone, email, and chat.
A helpdesk works as a central hub where problems and issues are reported.
Inbound sales calls come in different types. It can come as direct response marketing or sales lead qualification.
Outbound Call Center Services
a. Appointment Setting
A critical business development task wherein an agent acting in a company’s behalf reaches out to prospective clients to engage them with the end goal of getting them to agree to meet a salesperson hoping to turn them into leads.
b. Collection Reminders
Collection reminders are an effective way to recover debts. Service can be through an agent calling your customers and reminding them of overdue or late payments. It can also be an automated service which is set up as an Interactive Voice Response (IVR) that will send notifications.
A direct marketing strategy of selling goods or services to potential customers over the phone, internet or fax. In an outbound call center setting, an agent aims to engage potential customers in a strategic and targeted way through a personalized approach.
d. Lead Generation
A marketing strategy that works on identifying and cultivating consumer interest into a product or a service. It generates a list, a database or leads for e-newsletters or sales. A call center agent calls out clients identified with products and services that match their need, aiming to close a deal.
e. Market Research
It is the process of gathering, analyzing and interpreting information about a market, a product or a service to be put up for sale in that market. It also includes identifying the past, present and potential customers for the product or service; research into their characteristics, spending habits, location and needs of your business’ target market, the industry as a whole and the particular competitors you face.
In an outbound call center setting, agents do a follow-up call to inquire into a customer’s satisfaction following a recent sale, thus generating survey responses.
BPO services are helping organizations cut down on their operational expenses while increasing their efficiency which results in higher revenue generation. Among the time-consuming business tasks being outsourced to the Philippines are:
- Data Entry
- Content Writing
- Data Mining
- Claims FIling
- Contract Processing
- Claims Submission
Be confident and allow Select Voicecom to take care of your outsourcing needs. We offer call center services to help you streamline your business processes and help you grow. We are flexible, and we can work with you long term or on a project basis.
Contact us today to learn more!