Call Center Functions: Revamped!

Answering service agents have multiple functions to take care of. Gone are the days when the inbound call center agent could stick to the routine of answering the calls that came to their phone lines. The phone answering services have diversified into related aspects of marketing. The call centers are overlapping the functions of the departments to cover gray areas like customer relationship management and branding. These are some aspects that the call center units cannot slot into any particular category. So, they have landed in BPO desks that did not handle these functions even a few months back. Let’s take a closer look at the revamped BPO service desk.

Let’s begin with answering service. Agents working for the inbound call center team have some other aspects attached to their job other than taking calls. They have the responsibility of maintaining a strong and healthy relationship with the consumers. The task of creating a branding through customer care lies on these call center agents. Customers these days want to feel special. They like to know that they belong to a privileged group of individuals by being associated with your brand and company. That is the real test for the BPO. Consumers may want information, they may have queries or they may even want to know about the competition and how your brand is better than the others in the fray. The phone answering agent must have all the information on their finger tips. It’s a better idea for call centers to study their competition at all levels.

If answering service is taking care of the branding, the outbound call center agents are complementing the phone answering desk. The main cause of complaints in the inbound team is the disparity between the promised product/service and what they actually get on their hands. The lead generation team is doing a better job these days by sticking to the exact features of what they are trying to sell. They are not distorting or fabricating minor details so that they can clinch the sale. Rather, they are trying to convince the customer and adopting the fair and industry-recommended sales lead generation practices. This brings down the cause of complaints and the call center agents at the inbound desk can breathe easy!

Let’s shift focus to the telemarketing department. They are not just selling products and services anymore. They are concerned about brand positioning and product placement. The smart telemarketing services team knows that products don’t get sold just on the strength of its features. The products must be marketed to the right demographics of consumers. Picking the right target group and then catering to that section of the population narrows the reach but makes the lead generation more effective. With lesser number of people to deal with, the BPO agents can concentrate more on what they have on hand. Their aim is to convert these leads into sales. That makes more business sense than trying out the process on wide spectrum and not generating enough ROI.

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