Outsourcing is contracting a third-party company instead of having an in-house workforce to perform them—usually in a foreign country—to provide services required by the client for business concentration or cost-efficiency. Since it is a widely accepted method and practice in the business sector to improve quality and competencies, dedicated contact centers have emerged to provide specific services for them.
These services are wide-ranged and tackle various tasks, which cover voice and non-voice support. So with these given, what are the most commonly outsourced contact center services? We have categorized those services into four:
1. Customer Care
Customer calls are routed to contact centers to handle inquiries, complaints, requests, etc. and provide solutions and services. The contact center agents are equipped with proper skills training and reliable technology applications to be able to provide excellent customer service.
2. Technical Support
As with customer care, this contact center service provides mainly technical assistance such as running software programs, navigating websites, resolving program bugs, and other IT-related problems. Basically any product or service support needed by customers that involves technology is directed to a contact center with skills and expertise on the matter.
3. Back Office
This is another common contact center service which handles business operations such as accounting, data and research, human resources, among others. They contract people who does the payroll, research analysis, head hunting, virtual assistance, data entry, and others, so that the company can focus on its business activities and cut down on these operational costs. This includes non-voice support services.
4. Sales and Telemarketing
Companies take advantage of outsourcing to deal with their sales calls. These calls are answered by expert sales agents to help the company meet their targets by cross-selling, upselling, and introducing new products and services to potential clients. This service can be both done through inbound and outbound calling.
Regardless of what service your business needs, you can certainly find an outsourcing company, like Infinit Contact, that can cater to your particular requests. Through these outsourced contact center services, your company can rest assured that these aspects are handled with dedication and utmost priority.