We all have experience speaking with a person from a call centre. Whether selling us something or helping us with a problem, call centres provide an essential service for businesses and consumers alike. But this isn’t all they do. Companies implement their services for dispatch support, handling after-hours calls, and responding to emergency calls and direct emergency services.
Companies use call centres for various needs, and it is a cost-effective way to give better customer service. If you are looking for this enhanced support in your business, you will be interested in call centres and their services.
Here are seven different types of call centers and their uses:
Type #1: Inbound Call Centres
When a company wants a service to handle calls coming into their business, they use inbound call centre services. They are equipped to handle any call volume and have highly trained customer service experts.
Inbound call centres receive different types of calls. They inform or direct them as needed with common services, including:
- Customer Support: If a customer calls in with problems they are experiencing, a representative is there to provide answers, identify the source of problems and book in service requests.
- Call Answering: This is an everyday answering service to provide information and transfer calls within the business.
- Processing Orders: Customers call in to get purchasing options, place orders, provide payment information.
- Dispatch Services: Respond to calls and transfer information for shipments and delivery and remote sales staff and emergency services.
Type #2: Outbound Call Centres
You may know this as telemarketing, and it is a service where a call centre will contact potential customers to generate leads and make sales. They also contact existing customers to inform them of new features and resolve complaints.
Other services outbound call centres can handle event registration, appointment setting, customer surveys, product recalls and billing explanation. They exclusively make calls as either support or sales to third parties and provide your business with efficient and effective performance and excellent customer experience.
Type #3: Automated Call Centres
Integrating technology and automation is necessary for this digital landscape. A modern business needs to have electronic processes to communicate with customers around the clock. It is more efficient and saves money when computer-based systems are set up to handle many of the caller’s responsibilities.
Some uses implemented include:
- Voicemail Management: Having a voicemail system that is automated reduces the number of staff necessary and costs less.
- Location Assistance: Companies with multiple locations use an automated service to assist customers to their nearby store.
- Interactive Voice Responders: Technology understands words and phrases to navigate your company’s menu and transfer calls.
- Appointment Reminders: A quick auto-call to clients to remind them of upcoming appointments or bookings.
- Holiday Greetings: This is an extra outreach to customers to wish them well during the holidays and even birthdays through automation.
This type of digital tech makes your company more relevant and embraces the ever-changing business landscape of the future.
Type #4: Multichannel Call Centres
Sometimes you need more services outsourced to a call centre. A multichannel call centre has more capabilities and will provide inbound and outbound sales, marketing, and customer service. They can also work within your website with live customer chats and mobile app communication.
Plus, these types of call centres can handle all your fax and email communications. They have many agents specializing in their department to handle clients’ various needs.
Type #5: Omnichannel Call Centres
Similar to multichannel, omnichannel call centres handle all communications, but their agents are not specialized in one area. They do it all exceptionally well. Customers don’t need to be transferred to other agents while dealing with different issues because one agent within the same interaction handles everything.
Type #6 Domestic & International Call Centres
Depending on the reach of your business, your call centre needs to handle your customers. A domestic call centre functions within the country of your business and handles calls only within its borders. They do not make or receive calls outside of the country.
An international call centre is ideal for multi-national companies and can operate around the globe. They can interact with foreign clients, and their representatives are trained in local customs and multiple languages to better serve your business needs in these different countries.
Type #7: Virtual Call Centres
Hiring a virtual call centre will give you the same services but often at a reduced cost. Their customer representatives don’t work at a central facility but rather from home. This lower overhead is passed on to you.
Because workers live in various locations, they can effectively be available for different time zones and hours of operation. They are still connected with call centre software and only require a computer, internet access and a headset. As workers are becoming digital nomads, it makes sense for this type of call centre to operate.
Customer care is an essential part of your business. Using a professional call centre for your client interactions will better cater to their immediate needs while improving your sales funnel and lead generation. You want your business to be as efficient as possible, so pick the right call centre for your operation.