Frequently Asked Questions (FAQ)
A call center is a centralized department or office where people work to handle phone calls. Call centers are located all over the world. Some may have only a few people working in them while others may have hundreds of call center agents. The people who talk on the phones in call centers are often referred to as agents. They are trained to perform different business tasks associated with phone calls and interacting with people they talk to on the phone.
The call center agents will answer the phone, emails or messages in the name of your company. Moreover, most clients will never know that you have hired an outside partner. Call Centers offer a great way to minimize fixed costs, increase sales production, and maximize your flexibility & scalability.
Pretty much every type of company imaginable uses call centers. From the biggest businesses and Fortune 500 companies of the world down to small businesses and solopreneurs, all sizes of businesses use call centers too. Companies of all sizes and industries rely on call center services to accomplish their goals. And virtually every industry uses call centers to support their clients and employees.
Here are some examples: large companies like banks, airlines, and well-known retailers often have their own in-house call center. Organizations of all sizes are known to outsource their phone calls to a call center. Small businesses eager for administrative support can benefit from call center services when there’s no room in the budget for hiring additional staff. Medical facilities like hospitals and doctors’ offices often rely on such call centers to help support patients. Universities and colleges sometimes partner with a call center to field their calls, answer basic questions, and route callers to the right departments. Almost any business you can think of can benefit from call center services.
Call centers provide a channel for communication via telephone. Some call centers are located within an organization and are considered “in-house.” However, many call centers actually handle phone calls on the behalf of many different businesses as third-party companies. Sometimes call centers specialize in outbound or inbound calls, while others will perform both.
Inbound calls happen when a customer, client, or other individual calls into an organization. For instance, these are examples of inbound calls – if you call a customer service department for help, dial a phone number to place an order after seeing an offer on TV, or make a call to a business to schedule an appointment. These are considered inbound calls, because the phone rings in the call center to initiate the conversation. Basically, an inbound call is when a company receives a phone call from a customer.
Outbound calls occur when a business or organization initiates a call with a customer or client. For instance, a cable company might dial up a customer who is late on their monthly bill to request payment. Telemarketing is also a common type of outbound calling. These are examples of an outbound calls since the call center is taking the initiative to reach out to the consumer.
Inbound call centers answer phones, but don’t typically dial them. Rather than dialing customers themselves, agents answer calls as they are placed by consumers. Telemarketing does not occur at an inbound call center. Common types of calls at an inbound call center include customer support, order taking, IT support, and answering questions for callers. MAP Communications is an example of an inbound call center.
The outbound section of the customer service department revolves around the agent contacting the client/ customer on behalf of the company. This is usually for the purposes of sales where that client would fall into the targeted audience. Furthermore, the agent could be contacting the agent for a follow-up on a specific matter if he has the customer’s data available in front of him/her and taking the customer’s feedback.
Providing support to your customers is often a difficult task. Human resource & technology issues can complicate the situation even further. Therefore, outsourcing to a call center partner can often be a great way to pull in talented agents and upgrade to the best technology with the flip of a switch!
Companies use call centers, because they provide services that are vital to businesses. Organizations outsource to call center businesses, because it is cheaper than building out their own facilities, buying equipment, and hiring employees to be call center agents. It also allows businesses to focus on their core competencies without having to invest the time and energy in a business function that is not their specialty. In short, companies use call centers to save time and money so they can focus on what they do best.
Businesses frequently turn to call centers for help with customer support. Call centers help companies manage existing customers and assist with acquiring new ones. 24-hour call centers ensure there is always a friendly, helpful voice on the end of the line to assist with questions and concerns. Outsourcing call center aspects of business allows companies of all sizes across different industries to focus more on their daily operations while maintaining high standards for phone interactions with consumers.
The advantages of outsourcing to a professional call center include:
- Flexibility to handle volume that is sporadic or seasonal.
- Decrease Fixed Costs
- Enhanced agent talent pool
- Scalability to ramp up quickly as business improves
- Ability to immediately upgrade technology by utilizing a state-of-the-art call center.
Call centers are important, because they are a link between people and businesses. Not only do call centers help people who call businesses by providing good customer experiences, but call centers also help companies accomplish their goals to be successful.
Businesses that outsource call center services benefit in a number of ways. One of the most common reasons to outsource to a call center is to save money. It is very expensive to build an in-house call center and fill it with all the hardware, software, and employees required to run smoothly. By outsourcing to a call center partner, companies can keep their costs low and controlled while still accomplishing their goals.
Another benefit of outsourcing call center services is the amount of time it saves. Rather than taking all the time to plan, build, operate and manage an in-house call center, all a business has to do is explain to a third-party call center what they want to accomplish and the call center takes care of the rest.
One more primary benefit of call center outsourcing is the ability to focus on core competencies. Every business has something they are good at, which is usually their reason for being a company in the first place. It is hard to focus on that primary business function when attention must go towards providing your own call center services. Instead, businesses outsource those tasks to a call center whose sole purpose it is to provide those services (that’s what they are good at) so they can focus on what they do best.
Outsourcing call center services also allows organizations to increase their availability to callers, provide better customer service, and keep their own employees focused, happy, and productive.
Outsourcing your call center needs to NashmiCS comes with a lot of benefits. They are:
- Huge cost savings and high profits
- Need to hire fewer resources
- Reduced administrative and infrastructural hassles
- Highly skilled employees with great experience
- Faster turnaround time and high-quality results
Our employees are pre-trained at handling calls and different situations. They are provided a fresher course before they start working on a new project. Your product and service guides, and previous mail correspondence with your clients help them understand your business better.
Our agents are not encouraged to provide supplementary services or multitask, as this will shift their focus and affect the quality of our services. Also, we are billed on timely basis, so multitasking will be unfair to the client.
There is no minimum contract duration, and you are free to terminate the contract by giving us a written notice 30 days in advance. This helps us channelize our resources better.
Finding ways to improve customer support provided by your company is vital to long term success. Outsourcing to a professional call center is a great way to improve call handling stats like Abandonment Rate, Average Answer Time, & Average Handle Time. In addition, Nashmi have advanced technologies to help service your customers more effectively and efficiently.
All the incoming calls are transferred to the voicemail during non-service hours or when the phone lines are busy.
Yes. We do support live chat software, and our agents are trained at using them.
We provide services 24 hours a day, 365 days a year.
We understand that you may be reluctant to outsource your work to a foreign country. We suggest you to talk to one of our representatives and get all your queries answered. Once you understand our business model, skills of our staff, pricing, turnaround time, and the way we handle our customers, you will be confident to outsource your work to us.
This is a simple process. Fill up the sign-up form or talk to our representatives. We will then draft a customized service contract for you. Once you receive the contract, agree to it, and email us the signed copy along with the payment, we will start training our staff for 1-2 weeks as per your business requirement. Thereafter, we will start replying to all emails, calls, chats from your customers.
Increasing sales is always of goal of most innovative businesses. However, most companies struggle to find new ways to start the “sales engine”. Outsourcing allows you to dramatically leverage the investments in technology and manpower already made by professional call center agencies. Therefore, our call center partners stand ready ramp the number of telemarketing agents on the phone and boost your conversions. Nashmi is ready to help you increase sales today!
Almost every business needs more leads. The problem is generating them at a reasonable cost. Outbound call center agencies might be a great way to decrease the cost per lead. Therefore, this will allow you to open up new markets and new databases that were not feasible internally. Offshore outsourcing can supercharge your lead generation today!
The cost of call center services can vary widely. The two main factors in determining how much call center services cost are the average duration of calls and the volume of calls. Generally, the more calls you receive, the cheaper the rate becomes.