4 Advantages in outsource call center service to upgrade the customer service for businesses
Many companies and institutions utilize call center outsourcing services provided by call center companies for many reasons and advantages. The most prominent of them are saving costs and relying on specialized and professional customer service staff.
Bevatel is one of the advanced cloud call center companies that provide this service to institutions and commercial activities with many advantages and the lowest prices in Saudi Arabia.
Through this article, we will learn in detail about the advantages of this service and the outsource call center from Bevatel. Let’s go.
What is the outsource call center service from Bevatel?
It is an integrated professional service provided by Bevatel to institutions and commercial activities. This service includes a cloud call center system, a well-equipped and suitable headquarters for the call center, specialized customer service staff, devices, call center headsets, a computer, and all the devices and collectibles needed to operate the call center.
Bevatel provides this service from A to Z, as if we were creating a complete call center for your establishment or business.
In addition to establishing and equipping a call center to receive calls, Bevatel appoints customer service staff to receive calls and customer requests through the outsource call center from Bevatel.
Advantages of the Call Center Outsource Service
Bevatel provides this service with many advantages, options, and tools for institutions and commercial activities at the lowest costs and with the features of the service itself.
We mention the most prominent of them in the following points:-
- Cost savings
- Cloud call center system
- Track workflow
- Professional customer service staff
1- Cost Saving
One of the most important advantages of this service is that it saves you many of the costs needed to establish an integrated professional call center, purchase call center devices and headphones, subscribe to a professional call center system, purchase suitable offices for customer service staff, subscribe to internet packages at an appropriate speed, and hire specialized and professional customer service staff.
All this and more is provided by the outsource call center service from Bevatel in exchange for a monthly subscription. And with many advantages and options that save a lot of costs for your establishment or business.
2- Cloud call center system
The call center system provided by Bevatel in this service is a cloud-only system with an Internet connection, meaning that it does not require complicated installations and devices.
This system allows you to view the progress of the customer service workflow of your establishment or business remotely, from anywhere, and without the need for you to be at the call center.
This also allows us to hire staff who work remotely and from anywhere in the world, which helps save costs.
This system includes many advantages for communicating with customers, the most prominent of them mentioned in the following points:-
- Waiting feature
- Call Recording
- voice mail
- Automated reply
- Divert calls
a) Waiting feature
This feature is valuable if all customer service employees are busy responding to callers, then the system will put the callers in queues.
During the waiting time, we may play specific music of your brand or play audio messages with your company’s latest offers and services, duty hours, subscription packages, and more.
b) Call Recording
Bevatel system records all incoming and outgoing calls through your unified number, and then you can extract all call recordings for the last 30 days.
This feature helps you view the workflow of customer service employees, obtain a general view of their performance, evaluate performance, identify strengths and weaknesses, and then develop it.
c) Voice Mail
The voice mail feature allows callers to leave their inquiries and complaints in a voice message that the concerned employee hears and call the customer back to answer his query or help him.
It is an interactive voice response to callers’ inquiries through several previously recorded voice messages with answers about customer inquiries and problems.
The IVR service is one of the advantages of the outsource call center in the outsource call center service from Bevatel. It enables you to provide customer service and permanent technical support to customers. And this feature helps you if all employees are busy or when customers call outside working hours.
3- Track workflow
Bevatel Call Center cloud system includes several methods allowing you to view the workflow of customer service, periodically and with reports.
You can follow the customer service workflow and follow up with the staff we provide you with through:-
- Live Panel
- System Reports
a) Live Panel
It is one of the most prominent advantages of the outsource call center from Bevatel that managers use to follow up the performance of call center employees, moment by moment.
Through the Live Panel, you can see the status of each employee, is he on a call, in a meeting, busy, or on a break.
This panel allows you to see queues, caller details, and their waiting time, and also see ongoing calls and details of each call and its duration.
It also enables you to listen in on any ongoing calls, direct the employee privately, correct a piece of information, end the call for any reason, or transfer it to another employee.
b) System Reports
The Bevatel cloud system in the outsource call center service enables you to issue integrated professional reports on the performance of customer service employees.
These reports include comprehensive statistics. We mention some of them as follows:-
- Number of calls per employee and each department (outgoing and incoming calls)
- Duration, date, and termination status of each call (employee or caller)
- The number and duration of breaks for each employee
- Number of missed received and abandoned calls
- Duration of work per employee, total and average talking time
Bevatel reports system allows you to listen to any of the calls made or received by customer service staff and the possibility to download recordings of all calls for the last 30 days to your computer.
Through the Bevatel system reports and its Live Panel, you can track the workflow of the call center and the staff we hire to receive the calls of your establishment or business directly, periodically, and with reports and statistics. Use the Bevatel system cloudly anywhere just by connecting to the Internet.
4- Professional customer service staff
We provide call center service outsourcing for institutions and commercial activities through specialized customer service staff at the highest level of professionalism.
We assign specialized staff with appropriate academic qualifications. And are fluent in the required languages and dialects for your company.
We even train these employees on the cloud call center system from Bevatel and train them on the products or services offered by your company or establishment. So, they can answer all the inquiries and problems of the callers.
In general, outsource call center service is one of the advanced cloud call center services provided by Bevatel with multiple features, tools, and professional options that help institutions and commercial activities to provide better customer service at the lowest costs.