What is Call Center Outsourcing?
Call center outsourcing is the process of utilizing external staff to support various business inbound and outbound communications, including customer service, technical support and lead generation. Organizations may choose to outsource some or all of their call center services to an external provider, depending on their needs and preferences.
These external call center partners hire and train skilled agents to put the company’s existing campaigns and processes into action. Utilizing sophisticated call center software, these agents are given the tools they need, including scripts, troubleshooting steps and answers to common questions.
Call center outsourcing was originally viewed primarily as a cost-cutting measure, but as companies experience rapid growth in a global marketplace, outsourcing is becoming a valuable tool to improve their ability to serve existing customers and establish new ones.
Inbound Call Center Services
Customer Service
Skilled, experienced agents assist customers in an omnichannel environment
Technical Support & Help Desk
Highly-skilled agents providing technical support for your customers
Sales Order Processing
Assist customers with orders, and present additional options or upgrades
Appointment Scheduling
Help customers schedule appointments that fit their schedules and yours
Customer Retention
Maintain strong relationships with your existing customers.
Reservations and Bookings
Help customers make and change reservations across multiple channels
Lead Qualification
Knowledgeable agents determine a lead’s quality before passing it along to your internal team
Answering Services
Answer incoming phone calls for your business 24/7/365
Outbound Call Center Services
Telemarketing & Telesales
Skilled agents reach out to potential customers to create interest and sell products or services
Lead Generation
Drum up business through targeted outbound communications aimed at creating new leads for your business
Collections
Secure payment from customers who are behind in their obligations
Appointment Setting
Agents contact potential leads and arrange meetings with members of your internal team
Market Research & Surveys
Collect detailed data through targeted outbound research
Outsource Call Center Services Channels
Live Chat
Agents responding to user chat queries in real-time
Email
Agents handling email correspondence with customers
Social Media
Agents monitoring and responding to user comments on social media channels
Text/SMS
Agents responding to inquiries sent through messenger apps
Other Outsource Services
Business Process Outsourcing (BPO) Services
Outsource nearly any task to a skilled partner to improve internal efficiency and save money.
Content Moderation
Agents monitor your brand mentions across owned and third-party properties.
Managed Operations & Seat Leasing
Manage your own team that operates out of a top-quality call center facility.
