Call centers have become part and parcel of modern-day business operations. Call centers have been so successful for companies that nowadays we are seeing different call centers for different processes. There is a clear demarcation between processes, which is based on a number of different factors. Every call center operation requires certain skill for its rightful execution. Therefore, it is only logical that you choose a call center outsourcing company based on the kind of talent it possesses and not solely because of its reputation in the market.
Classification of Call Centers
There are many ways in which call centers can be categorized.
Based on incoming or outgoing calls
Call centers that deal with only customers calling in are labeled as inbound call centers whereas call centers that make calls to buyers/clients/subscribers are called as outbound call centers.
Based on work done
Depending on the kind of work a call center does, it can be divided into the following categories: technical support, customer care, telemarketing, lead generation, appointment setting etc.
Based on where it is run
Of late, call centers are frequently outsourced by companies to shores far away. This is primarily done to take advantage of currency exchange rate and getting access to different types of skills that are hard to find indigenously. Based on where a call center is run, it can be divided into two categories: in-house and outsourced call center.
Which Call Center Is the Best for Your Business?
The answer to this question is not always the same for all companies. Regardless of the reputation of a call center outsourcing company, the quality of work it can do for you is based on the level of expertise it has in your line of work. So, if you are in the market looking for a call center vendor, it is important that you select a call center outsourcing company that ticks all the checkboxes.
- Line of work – A call center may solely start as an inbound call center but later branch into many different fields. In such scenarios, it is very much likely that its expertise in inbound call center work remains far superior to its competency in outbound work. Therefore, it is important to check the capability of a call center outsourcing in your line of work. Although experience is a good indicator of its skills, it should never be the sole parameter against which you test the capability of a company. Have a look at the case studies on the website of companies and organic revenues found on the social media platforms to make up your mind.
- Quality of technology used – Technology has a huge bearing on the kind of work performed by a call center outsourcing company. Always review the quality of CRM and call center software used by your vendor before signing a contract with them.
- Costing – As said before, the costing of a call center is a very important part of outsourcing. It is always best to partner with a competent vendor located in a developing country to reap the highest returns. Case in point being, a call center located in the US will charge you 2-3 times more than a call center located in India.
When you end up with the right vendor and have a consistent partnership for many years, it has a positive impact on your business. Not only are you able to focus more on your competencies (as call center work is in the right hands), you are also able to derive tremendous cost savings. The money that you have saved in your call center venture can be later used to bolster other aspects of your business. For example, you can utilize the savings for outsourcing back office support services and strengthen your administrative and data-related operations.