It is a popular fact in the business world that the cost to acquire a new customer is five times more than retaining an existing customer. That’s where the role of call center comes into play for a small business. A call center is a department or a third-party organization that handles inbound and outbound calls from current and potential customers.
A team of customer service representatives works in a call center to deal with customers. A call center can be owned by the parent company or exist as an independent organization. Most small businesses outsource customer support to third-party organizations that specialize in handling calls. In this post, we will look at what a call center can do for your small business.
What does a call center do?
A call center can perform a variety of functions. There are two types of call centers: an outbound call center and an inbound call center. The functions of a call center can be divided into these two categories.
Inbound call center
An inbound call center handles incoming calls from existing customers and potential customers. It provides the following services:
- Customer Queries resolution
- Product/Tech Support
- Appointment Scheduling
- Order processing and billing
- Renewal services
Outbound call center
An outbound call center makes outgoing calls to existing customers and potential customers. It provides the following services:
- Lead generation and sales
Based on the type of call handling activity, the functions of a call center vary.
Customer queries resolution
Customer service representatives of an inbound call center resolve customer queries related to products, purchases, shipment, or any information they need. The purpose of a good call center is to provide the first time resolution to the customer to provide a good customer service experience.
If a business is selling technical products or services to the customers, it needs a dedicated support team that is trained in the product or services to provide users with a solution for their issues. Call centers provide the product or tech support in the form of product guidance, troubleshooting, online support, and scheduling a technician visit for repair.
An inbound call center can help a business with appointment scheduling services. There are many services-based businesses that need a dedicated team to handle incoming queries and schedule appointments. Call centers have the tools and software to schedule appointments in a structured manner for a small business to ensure quality customer management.
Order and billing processing
Many customers need help with placing orders and billing processing. An inbound call center can help customers place orders and make payments over a call. Nowadays, customers prefer to interact over live chat, text, and other modes of communication. Not just calls, call center representatives to help them over all the channels of communication.
An inbound call center can help customers with renewal or upgrade queries of the subscription plans. Subscription-based businesses need agents who are skilled in cross-selling and upselling. A call center can help a business provide resources for that.
Lead generation and sales
An outbound call center can make cold calls to potential customers to generate leads and increase sales. It helps in business expansion and fuels growth.
An outbound call center can help businesses run a marketing campaign with telemarketing efforts. The team of telemarketers calls customers to advertise business products, spread awareness of the brand, and pitch products to potential customers in a wider pool of locations and demographics.
Businesses can organize surveys and market research campaigns with the help of a team of outbound agents. It can help a business understand the customers’ needs better and make improvisation in the product or services.
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