If your business is having difficulty maintaining an in-house call center, it may be time to outsource. This isn’t a bad thing. A business process outsourcing company can take over your customer touchpoint and make things much easier for you. This also increases the quality of your customer experience. However, call center support services provide more than one solution. They can handle both outbound and inbound service for your business. The distinction between the two is important because you may only need one of these services. Let’s go over the primary differences between the two.
Outbound Service
Call centers aren’t always associated with outbound initiatives. This refers to direct outreach to your current or potential customers. It turns out a big part of call center support services involves outbound functions designed to promote business growth, convert new customers and aid in the order fulfillment process. Other outbound services include:
- Lead generation
- Promotions
- Follow-ups after the point of sale
- Service renewals
Entrusting these services to a BPO company means you have a team of experts fully dedicated to each initiative.
Inbound Service
Customer support is the most common form of inbound service. A team of agents field calls from customers regarding product issues, order tracking and other support requests. This is a critical job for any business and directly impacts your reputation. This is why many businesses opt to outsource their call center support services. This provides peace of mind their customers are getting high-quality assistance for issues, including:
- Order processing
- Tech support
- Product information
- Upgrades
Inbound support agents can even work to upsell new and existing products and provide chat support if necessary. Handing these operations over to the experts provides a number of benefits, including a boost to your productivity and cost savings.
Outsourcing call center support services can help with multiple business functions. Visit the website to learn how they can help your business.
