Types of Call Centres

[markwarne]

The classification can be done according to their functional area. Two main kinds of call centers are inbound and outbound. The other types are Web Enabled and Telemarketing Call centers. Here we shall explain each of these in brief:

Inbound Call Centers: They are those in which incoming calls are taken from the customers to be handled and managed; and it might be for support services, order taking, getting information about dealer locations, etc. Such facilities are available 24 hours to the customers. The number of these inbound Call Center India has risen exponentially in the last few years.

Outbound Call Centers: This type is supposed to be mainly for carrying out effective telemarketing and product promotion. In such call centers, employees generally execute cold sales calls or product promotion functions. The customers are called to explain about the products. They are advertised to many customers whose contact information is stored in their database. Outbound centers also give services of debt collection, which involves calling the customers and reminding them about their dues.

Web Enabled Call Centers: This is a centralized location which can be accessed by a customer through a website button or Internet call program. This enables the customers to reach the representatives.

Telemarketing Call Centers are advanced call centers used to manage telemarketing promotions only. Telemarketers give a call to make sales and make sure that business needs are met.

Besides the cost-saving factor, BPO also gives other benefits like better management of processes. Since the usual back office operations are handled by another company, the management can concentrate more on the company’s main business activities.