Inbound Call Center Services & Outbound Call Center Services (1)

1
CInbound Cal enter Services Outbound
Cal Center Services
2
To maintain the cash flow in the company, cal
center outsourcing has been an important tool
for quite a few years. As businesses look to
increase profits by cut ing costs, there is a
bias towards the cheapest vendor when it comes
to the selection of an outbound or inbound cal
center outsourcing vendor.
3
Inbound cal center services are provided by
agents after receiving a cal from a customer.
General y, such cal s are query- based or
issue-based. In both the cases, an agent
provides step-by-step instructions and resolves
the issue on cal or answers the relevant query.
4
Outbound cal center services are the ones in
which agents make cal s 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 set ing, col ection,
customer feedback etc.
5
While both these services are cal -based, the
skil s required for them are dif erent. An
inbound cal center services agent needs to have a
logical mindset to understand customer issues
and provide resolutions. On the other hand, an
outbound cal center services agent should be
articulate and persuasive. The chal enge of
meeting targets in an outbound process can be
particularly straining for an agent. Therefore,
it is important for agents to be mental y strong
and they should be able to handle pressure very
wel . When it comes to inbound cal ing, agents
have certain specific KPIs that should be met at
al times like FCR, AHT, QA score, CSAT etc.
6
CONTACT US
Call us on 8556671276 E-mail us on
info_at_maxbpooutsourcing.com www.maxbpooutsourcing.
com