Maintaining the quality and effectiveness of service provision is empirical, as it is an important factor that governs the success and growth of an organization in the commercial and industrial sectors. These services should cover several grounds to attract a larger and wider customer base. Offering poor or substandard service provision can adversely impact organizations. It could lead to a lower generation of business revenue and profit, which would furthermore affect the operability of the organization; and also hamper the reputation of the organization in the market. It is pivotal that an organization maintains an impressive name in the world of commerce, as it is what customers rely on before deciding to invest their time and money.
Therefore, if an organization is infamously known in the commercial world for providing a substandard provision of service, it could cause customers to find support elsewhere, impacting the levels of customer experience, satisfaction and retention.
Of the practices sought after by organizations looking to enhance their operability, outsourcing has emerged as pivotally important. Tremendous growth and success have been experienced by organizations that have either set up their call center establishments or outsourced their call center operations to third party external vendors in order to provide better support and cater better to customer needs and requirements. Outsourcing has been adopted by several multinational corporations, who have benefitted by the practice immensely.
Principally, they have been able to churn more business revenue and profit, which has allowed them to expand their workability and venture into newer avenues. Risk sharing is another front that organizations are benefitted from. In addition to transferring certain operations to third party vendors, outsourcing also allows the accountability associated with these tasks to be shared between organizations and service providers – allowing the former more focus and space to concentrate on core business activities like production and manufacturing of goods and identification of changes to be incorporated in their business models.
Outsourcing also allows organizations to provide their customers a wide variety of services. These services can broadly be classified as inbound call center services and outbound call centers services. Call centers can be classified according to the services they offer. Certain call centers, in an effort to attract a larger customer base and provide more services, offer a combination of both inbound and outbound services.
Inbound call center services are provided when customers call with their queries and concerns regarding a product they are seeking support for or a service they are availing. When a customer calls, they are provided basic and generic information before their call is directed to an appropriate call center agent and/or executive who provide them the required support. Inbound sales, helpdesk and technical troubleshooting are a few examples of inbound services.
The provision of inbound services is further supplemented by additional facilities provided by call centers – some of which include, but are not limited to, twenty four hour telephone answering service provision and data verification service provision.
A telephone answering service provision allows customers to call with their queries, complaints and issues regarding products and/or services as and when they require. Moreover, it offers a round-the-clock service provision, which enables an uninterrupted flow of business activities. This ensures that there is a continuous generation of business revenue and profit, and also helps organizations attain maximum levels of customer experience and satisfaction.
Customer retention is also an empirical determinant of the quality of service provision. Failing to maintain healthy levels of customer retention could be harmful for organizations. If an organization is losing customers for any reason, it could become an obstruction to generating more revenue, and its reputation in the international market could also be affected. Data verification services are offered by organizations whose customers are living at a distance and henceforth are not able to provide a hardcopy of the required information. It is used in cases of, for example, military personnel and next of kin who are based overseas and need authorization for a particular transaction. Through data verification services, organizations can maintain accuracy, consistency and completeness in customer data, something that has become undeniably important in the world of business.
Outbound services, on the other hand, are provided when call center agents and/or executives call customers to inform them about the launch of any new product in the market, or update them regarding a particular product that has been upgraded to include more features and facilities.
Some of the examples of outbound call center services include lead generation, telemarketing, market research and survey, and appointment scheduling. Advertising, marketing and promotion of products are achievable through outbound services.
An effective service provision goes a long way in enhancing the growth of an organization. Practices like outsourcing adopted by organizations to up their operability and service provision help them scale new heights of success and touch the pinnacle of professional glory and prosperity.