Type of Outsourcing Call Center Services

 

1.     Inbound Call Center Services:

 

-         800 Call Answering services:

Nothing makes your business closer and more available to your clients than a complementary number to reach you. Giving you a 'nearby business' vibe, 800 numbers can build the level of clients attempting to connect with you. Many Product companies they outsource the service to a BPO and provide 800 numbers to their customer and provide them customer services:

Advantages:

-          All the calls are answered directly by the Live Customer Support Agent

-          Calls get transferred to the correct department.

-          IVR routes call to correct Team

-          Call Center Agents assist the customer in providing accurate, clear & concise information, advice, and guidance.

-         Reservation Booking services:

Some Outsourcing Call centers assist their clients’ customers in booking Reservations. This Reservation may be for doctor’s appointments, Reservation related to any Event Industry, booking tickets for their customers related to train & plane services, and booking appointments for real-estate clients.  All the Reservation are doing may be via Inbound Chat or Phone support.

-         Claim Settlement & Processing Services:

Regardless of whether it is medical care, protection or some other sort of money and bookkeeping administration, claims preparing manages the solicitations from clients for settling exceptional due sums. For claims handling, each organization will have different cases division to manage. Some time companies outsource their Claim settlement services to a third party, BPO and they handle the Claim settlement request via an Inbound Email service. So, the client’s customer they just need to send an email to a particular email address and that will be converted as an Email request and once they receive the request it goes to the process of settlement with a defined SLA to resolve a Claim ticket.

BPO companies might set a process to handle the claim as below:

-          Customer will register a claim request.

-          The claim will get register with Claim settlement Team.

-          Claim Settlement Agent will validate the claim.

-          Status of the Settlement is sent to the customers.

Advantage of Outsourcing this service to BPO:

-          Quick turnaround time to settle a claim.

-          100% compliance check with the help of Quality Assurance team in BPO as they validate the Claim executed by the Settlement Team.

-          100% adherence to service level agreement as there is a contract signed between the BPO and client.

 -         Product Support & Request fulfillment Services:

For any Product company, a detailed product information request service and product support service is of the essence, for complete customer satisfaction. Many Product companies they Outsource such service to a BPO to ensure that all this information is perfectly shared with their customers. These services are related to advice, guidance, and how to information of the product which basically gets resolved within 10 – 20 minutes using an Inbound Chat, Email or Phone Interactions.

  

-         Techsupport Services:

Many Product companies like online software companies, hardware companies they get a request from their customers to resolve complex issues which need more troubleshooting, and such interactions take on an average more than 20 minutes via Chat or Phone interaction. Product companies many a time Outsource their Techsupport services to a BPO, so that they can focus on the core competencies of the Product.

A Techsupport Agent handles questions related to troubleshooting and problem solving, installation support, warranty support, desktop support, application, and online software usage support. They provide services under Tier 1, Tier 2, and Tier 3 levels.  Support is normally provided by Chat, Phone & Email touchpoints. 

2.     Outbound Services:

Every Product company must have their Outbound services to increase their sales and retain their existing customers. Outbound Call center mainly calls to existing and potential clients to increase the sales, follow-up with the customer to confirm on an Inbound case resolution, to call a client to understand their feedback about the product, to know why the client is not using the product, to upsell a client to buy a new product etc. Product companies they outsource their Outbound services to a BPO for below services:

-          Billing Collection: Here the BPO vendor they email and call the client customers to collect the bills to increases the monthly recurring revenue of their client.

 

-          Onboarding New Client: In case of an online software company BPO might call their clients customers to understand their product requirement and accordingly guide them to use the service which will increase the sale and revenue.

 

-          Customer Retention: In case of an online software company BPO might call their clients customers to retain them in case if they are not using the software for a long time. If they convert the customer to use the system, it increases the monthly recurring revenue for the client.

 

-          Subscription renewal services: In case of an online software company or any subscription-based model service company where every Quarter or a Year the subscription needs to be renewed. In that case, BPO might call their client customers as an Account Manager for their customers and process the renewal. This again increases the monthly recurring revenue for the client.

 

-          New Product Launch update: In case of an online software company or any Product based company the BPO might send promotional email to their client’s customer to communicate them about the new product launch and trigger them to contact their Customer support team to understand the new product, so that they can use the new product and the monthly recurring revenue for the client can be increased.

               If you wish to outsource your Customer Support & Techsupport and reduce your Support cost 

             then contact Customer Support Vendor

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