Customer service plays an important role in an organization’s ability
to generate income and revenue. This consumer service is prerequisite
of service to customers before, during and post sale.
Customer support is a part of customer service which
deals with assisting the clients or buyers of product in making cost
effective and optimal use of product. It also includes assistance in
training, planning, installing, upgrading a product etc.
Now if
we talk about technology part or products like mobile phones, computers,
I Pads, televisions it is termed as technical support.
Customer service can be provided by generally two ways:
Here
we will talk about customer service support by a person. These days
there is a trend of call centers which deal with customer service. A
call center is a place used for the purpose of receiving calls and then
solving customer’s problems. A call center deals with two types of
processes:
Inbound call center services: Where customer calls to
get his problem resolved regarding operating his product or any type of
service.
Outbound
call center services: In outbound center, customer care
representative’s calls for telemarketing and promoting the product etc.
Outbound
call center is that part of Business Process Outsourcing where the
agents make outbound calls to customers on behalf of their client or it
is a process requirement. In outbound process the calls are made to
provide services like selling any product, promoting any product,
updating the records, for verification purpose etc. In outbound call
center calls are either dialed manually by the agents or by the software
known as dialer. The call rush is not exactly as same as the inbound
call center, because in inbound call center customers call for their
queries, complaints, and requests.
These outbound call center
services are part of marketing. This is done when one enterprise chose
to do marketing of their product or service in a different manner and
also when want to reach or capture customer base outside their city or
country. With this service one can offer various promotional offers and
slash prices to bring in as many new customers as one wants. Only a good
sales person can sell anything to anyone.
The agents need to be
trained on the selling skills so that they can pitch customers the same
and they should also know about unique selling points (USP’s). So an
executive has to build a very good rapport with the customer.
Outbound
call center services have actually helped organizations to earn huge
revenue by selling the product or any service over the phone.
