By determining the main objectives of your call center like Hit Rate Solutions for example, you can identify the type of center that will best fit your business plan. Different types of call centers to consider, each offering unique benefits depending on your needs.
Incoming Or Outgoing Calls
Do you solicit potential customers with tele-sales offers? Or are you more focused on solving customer problems? The answers to these questions will help you choose an inbound or outbound call center for your business. Inbound call centers receive incoming calls and are typically staffed by customer support teams. These teams help customers resolve issues they have with your product or service. Learn about Pros Of Hiring a Virtual Receptionist here.
The following are typical applications for this type of call center:
- upgrade and renewal requests, payment and order processing, and product and technical support.
- Customers are called by outbound call centers.
They are typically run by sales teams looking to sell a product or service or compile market data related to overall business ideas.
This type of call center is generally ideal for:
- making an appointment
- lead generation
- market studies
It is also possible to operate a hybrid call center to handle both inbound and outbound calls. Some companies prefer a hybrid model because it allows them to create a consistent customer experience from a single call center.
On-Site Or Virtual
Does your call center need an in-house team in a large office, or are you looking for a cost-effective remote solution? Both of these options are open to business owners, each offering its unique benefits. All team members and equipment are in one place.
Here are some of the advantages offered by an on-site call center:
quick face-to-face communication between management and staff. Everyone is in the same building, so it’s easy to contact colleagues and resolve employee or customer issues.
Technology updates and training are easier in real-time. It’s easier to explain the nuances of different technologies clearly and in person.
Making phone calls doesn’t require an internet connection. No risk of a call being abruptly dropped due to an unstable internet connection.
Ccaas (CCaaS, for “Call Center as a Service”) are cloud-based and do not require any physical installation. Team members work remotely and can be located anywhere worldwide as long as their internet connection is stable.
Here are some of the benefits offered by a virtual call center:
Access to the most qualified candidates from around the world. The best candidates do not always come from your own country. It may be useful to look for international candidates with a better experience.
Employees are working in different time zones for flexible call center hours. Your customers can rest easy knowing they won’t need to use their downtime to call for support; they can make their call at the time that suits them best.
Save money on installations and invest more in call center software and employee salaries. Keeping office supplies and equipment to a minimum can help keep your team happy by providing perks like company laptops and better pay.
Here too, you can opt for a hybrid call center, having both on-premises and virtual components. It can also be a good option for employees to work remotely or in an office, depending on their preference.