Inbound Call Center Outsourcing
An Inbound call center can also be defined as a call handling service unit. The main
objective of such a center is to provide quick and effective client support. Some of the
services they provide include:
Order Taking: This service is outsourced to ensure that all the sales oriented calls
care handled. These processes also help the client ensure that all the crucial
information regarding the products purchased by the clients is properly stored
on a secure server.
Technical Support: This service is extremely crucial for all manufacturing and
technological firms. The services offered here include providing relevant, on-
time and effective technical support to the callers. Broadly, the services can be
classified into the following categories – trouble shooting, product installation
and repair, etc.
Customer support is an integral part of all the services provided by inbound call center.
This is why these services require only seasoned or fully trained professionals, who will
be able to tackle calls on behalf of the business clients. This will help the inbound call
centers build a healthy and constant relationship between the clients and their
Call Center Outsourcing Trends:
In his report titled ‘2007 Trends to Watch: Contact Center Outsourcing and Services’,
Peter Ryan commented on the state of the call center outsourcing market at that time,
saying, “Not only will more industries be looking to adopt third-party customer care
services than ever before, their horizontal functions will be shifting to more profitable
requirements. Additionally, the need to satisfy demand from multiple contact channels
as opposed to strictly voice-based services will be crucial for success over the long term.
Those outsourcing vendors that properly target industries with realistic and tailored
programs and are able to accommodate cross-channel solutions are certain to
The truth of these words can be seen in the present market conditions as well. More
and more companies are opting to outsource their non-core services, leading to an
increase in the number of call center service providers.
This leads us to the all important question of what a call center can do to survive this
influx of competition. Listed below are three key areas that make a difference:
1. Price Levels: Providing cheaper service while maintaining good service quality.
2. Offshore Deployment: One way to ensure a competitive edge is by taking the
offshore call center.
3. New Business Models: The client and customer needs are changing. A
customized business model is sure to help in the long run.