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Inbound Call Center Services & Outbound Call Center Services
To maintain the cash flow in the company, call center outsourcing has been an important tool for quite a few years. As businesses look to increase profits by cutting costs, there is a bias towards the cheapest vendor when it comes to the selection of an outbound or inbound call center outsourcing vendor.
Inbound call center services are provided by agents after receiving a call from a customer. Generally, such calls are query- based or issue-based. In both the cases, an agent provides step-by-step instructions and resolves the issue on call or answers the relevant query.
Outbound call center services are the ones in which agents make calls to people for a variety of purposes. The most common uses of outbound services are telemarketing and lead generation. However, nowadays outbound services are also used for appointment setting, collection, customer feedback etc.
While both these services are call-based, the skills required for them are different. An inbound call center services agent needs to have a logical mindset to understand customer issues and provide resolutions. On the other hand, an outbound call center services agent should be articulate and persuasive. The challenge of meeting targets in an outbound process can be particularly straining for an agent. Therefore, it is important for agents to be mentally strong and they should be able to handle pressure very well. When it comes to inbound calling, agents have certain specific KPIs that should be met at all times like FCR, AHT, QA score, CSAT etc.
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