Outsource Call Center Service is one of the most prominent advanced call center solutions that establishments and commercial activities utilize to develop their customer service, sales, and technical support departments’ performance.
Many establishments and commercial activities utilize call center outsourcing services of the advanced contact center companies for many reasons and advantages. And that makes these services essential and valuable for companies that want to provide the best service and technical support to customers at the lowest costs and with multiple professional features.
The process of establishing a professional contact center to respond to customer inquiries and problems, provide them with the best technical support, and conduct sales operations for your establishment or business is complicated. And it requires you many costs and efforts to obtain a professional call center system and a suitable headquarters for the contact center and other details.
Choosing a company that provides call center outsourced services requires you to pay a lot of attention because of the great importance of these services in developing customer service, technical support, and sales in your establishment or business.
We will highlight the basics of Call Center outsourcing services and the advantages of utilizing them by institutions and commercial activities in this article, Let’s go.
What is the Outsource Call Center service provided by contact center companies?
It is an integrated professional service provided by call center companies to establishments and businesses that need a customer service center to answer customer calls through specialized customer service staff.
This service includes integrated solutions for customer service because it is an integrated service and includes all the requirements and needs of operating call centers to provide better service and technical support to customers.
This service includes the following:
- Integrated professional cloud call center system
- The unified number 9200
- CRM “Customer Relationship Management System”
- Well-equipped headquarters for a contact center
- Desks, computers, and call center
- Professional Customer Service Staff
Instead of establishing a professional contact equipped with all of the above, the call center company provides you with an integrated service by subscription fees that you pay monthly or annually according to your needs and budget.
Call center Outsourcing Service Advantages
Many establishments and commercial activities utilize the call center outsource service because of its professional advantages and many options that institutions and companies can get more easily than if they established their call center.
We can briefly mention the most prominent advantages of this service in some points as follows:-
- cost saving
- Integrated customer service
- Live Panel
- System Reports
- Professional and trained staff
1- Cost saving
This service provides many institutions and commercial activities.
For any establishment to have its professional call center, it must provide a suitable headquarters equipped with the latest computers, call center headsets, offices, and an internet connection with an affordable speed.
In addition, the establishment will need to purchase a unified number starting with 9200, a professional call center system, a customer relationship management system, and all the call center devices required to make and receive customer calls.
The establishment also needs to hire specialized customer service staff to respond to customer inquiries and solve their problems.
Instead of the institution buying and providing all of this, it can rely on the call center outsourcing service that provides all this and more with an annual subscription and a low monthly subscription compared to the features and options provided by the service.
If you have an institution or a business and want to have a call center to answer customer inquiries and problems, you do not have to pay massive costs for getting a customer service center, as you can subscribe to the outsourced call center service, get an integrated service, and save a lot.
2- Integrated customer service
An outsource call center service provides you with an integrated customer service center equipped with the latest call center systems and the customer relationship management systems necessary to make and receive customer calls, answer their inquiries, and receive their complaints.
Just as we have discussed the most prominent components of the call center that this service includes, we will highlight here the prominent elements of this service, which are as follows:-
- Cloud call center system
- Customer Service Management System
A) Cloud call center system
It is the most prominent component of advanced contact centers.
It is the latest system that enables you to make and receive the number of concurrent calls required with professional features and multiple options to respond to customers’ complaints and inquiries.
One of the most prominent advantages of this system is that it works cloudly without the need for any complicated installations, cables, types of equipment, as it works just with an Internet connection.
This feature helps you provide better service and enables the customer service staff to obtain high-quality calls and uninterrupted connections, as happens when using on-premise call center systems.
The Cloud Call Center system from Bevatel provides many advantages for making and receiving customer calls and for customer service in general, the most prominent of them are briefly mentioned as follows:-
- Call Waiting and Call Forwarding Feature
- Record calls and extracts recordings for the last 30 days
- Voicemail and IVR feature
B) Customer Service Management System
One of the most prominent advantages of the Call Center Outsourcing service is that it allows you to view the workflow of customer service staff periodically and with reports, at any time and from anywhere cloudly just by connecting to the Internet.
Bevatel gives you an account that enables you to access the call center cloud system to track the workflow of the customer service center quickly and with statistics through the live panel and system’ reports.
3- Live Panel
The live panel is one of the most prominent components of the outsource call center service, as it allows you to follow the workflow of customer service staff periodically.
It allows you to view the list of ongoing calls, caller details, waiting lists, and the waiting time for each call.
This panel allows you to view the status of each employee of the customer service center, whether he has a call, in a meeting, or on a break.
This panel enables you to listen to any call or listen and direct the employee or correct information in private. It also allows you to end the call for any reason.
4- System Reports
The reports of the cloud call center system of this service provide you with integrated details and statistics about the performance of customer service staff, such as:-
- The number of calls made and received by each employee and the duration of each call
- The number and duration of breaks each employee took
- Number of working hours for each employee
- Number of missed calls by each employee
5- Professional and trained staff
One of the most prominent advantages of call center outsourced service is that it provides you with specialized customer service staff trained on the latest international standards for call center and customer service.
The contact center company hires customer service staff with the right qualifications for your business or establishments and the fluent ones in the languages and accents you want.
Bevatel trains them on the cloud call center system and customer service management system, in addition to the services or products provided by your organization, so that they are fully aware of all customer inquiries and problems.
In general, the Outsource Call Center service is one of the advanced cloud call center services provided by Bevatel with professional advantages and many options for establishments and commercial activities that always seek to provide the best service and technical support to customers professionally. And at the lowest costs.