Call centres have been in buzz for ages and it is a universal fact. Talks have been rife on call centres’ monotonous work environment, job security issues, salary package, negative impact on agents’ health, and type of services. A call centre is a workspace having numerous agents to take care of customer calls. Several companies have their in-house call centre, however, as it takes huge capital investment, therefore few companies outsource their call support to other fully functioning call centre companies. These call centre-outsourcing companies provide services in a limited budget, provide expertise, 24X7 agent availability and the best of all provide a reliable and trustworthy partner.
Type of call centres include:
Inbound call centres.
Outbound call centres.
Inbound call support services look after the incoming inquiries to the business made by customers. While outbound call centre agents make calls to the business prospect and loyal customer to inform/educate about the offerings. Outbound calls are for lead generation, sales, debt collection, etc.
You must have heard about the call centre perks that it brings to the partner organizations, however, are you fully aware of all the interesting facts? From customer support to telemarketing and from handling business accounts to lead generation, there is a lot that call centres’ look after. However, certain facts have been hidden for ages and we bring those for you.
Check out as we collect some interesting facts you must know about call centres:
Well, fewer people know that call centres are renamed as contact centres. Since call centres now handle customer requests not only through calls but through emails, texts, social media messages, business websites, using bots, etc. which is why they are the new contact centres.
Virtual call centres
Call centres have always been about a centralized office environment where thousands of agents handle multiple calls every second. However, has anybody ever thought of virtual call centres? Well, it is possible today.
Call centres at present have moved on from the traditional call-handling tasks to answering customers through emails, texts, using bots, etc., which is why they are now termed as contact centres. Virtual contact centres have taken over, which are not the same as agents sitting in cubicles working monotonously.
Virtual contact centres have agents managing outbound and inbound call centres sitting at different locations. Virtual contact centres do not require the agent to be physically present at one defined physical location.
Home-based call centre
Small companies are now shifting to home-based agents rather than approaching call centres. It is hard to believe, but yes, it is the 21st century!
Today customer support functions are not just about working enclosed in a cubicle, but it is about efficient service, which is why companies now do not hesitate in taking services from home-based call support agents.
Many people do not know the real problem of queues in call centres. You must be waiting for 10 minutes in the hope to get an agent to answer your query, however, the wait does not seems to end.
Well, even if reputed inbound call centres have proficient agents at work, dealing with anxious customers at times is hard. Customer temper is something that requires the agents to be on call for a longer time to gain satisfaction. Several users do not get along the tech issue easily and handling emotional customers becomes a nightmare for even the experts.
This is the reason call routing and increased wait timings take place bringing negative impact on the business image ultimately.
Advisors are the secret weapon
Advisors are the ones who directly reach the customers and deal with their queries. The way call centres optimize service to customers has been altered with advisors becoming the business key.
Live chat (Chatbots)
Customers love when they get instant replies without any wait. AI-driven chatbots are therefore in buzz, as they interpret people’s interactions and try to give an adequate answer to the customer in case a live agent is unavailable for the time.
Most of the call centres today have AI chatbots and live agents available at help for customers to augment business sales and strengthen brand image.
The ultimate decision
Call centres work to attain customer satisfaction for their partners’ business and in-between the same, the deciding factor plays a crucial role.
If you are the inbound call centres’ agent who takes customer calls, you have to be encouraging and influencing enough to persuade the customer/prospect to take the business service. However, if you fail to persuade the customer, the call centre task somewhere fails.
It is the agents’ responsibility to learn from customer information and make the business offerings user-friendly to augment business sales. The ultimate decision is therefore of the call centre that can make or break a business!
Thanks for reading!