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What Are The Various Types of Call Centers?

All businesses make use of call center solutions to handle their customer support in a seamless manner. It is difficult for organizations to ditch traditional wired phone systems; however, it is high time that they make the switch towards virtual telephony for better productivity in their business communication. However, before you decide to set up a call center, it is important to be aware of the various types and their utility:

  • Inbound Call Center: An inbound call center is set up primarily with the purpose of receiving customer calls. It is an ideal solution for companies that receive a lot of customer enquiries, where they require continuous support from representatives. The inbound call agents are trained to resolve customer complaints, answer questions to enquires, and provide immediate technical support.

  • Outbound Call Center: An outbound call center is a platform through which agents can make calls to clients to promote products or give information. They give sales calls primarily with the main aim to convert maximum leads. Call agents can pitch their products/services, give payment reminders, deliver information about promotion campaigns, and offer company announcements.

  • Blended Call Center: Most companies opt for the blended approach where agents can make as well as receive calls. This opens multiple two-way channels of communication and ensures that both parties can get in touch with each other at any time of the day.

  • On-Site: organizations in their own data center can deploy on-site or on-premise call center software. Internal IT employees are responsible for the entire installation, maintenance, and updating of hardware and software systems. Though it requires a hefty initial investment, an on-site call center is a reliable tool that can help organizations manage their communication with partners, vendors, suppliers, and customers.

  • Cloud-Based: Cloud-based call center software is hosted in the cloud, which means that a third-party service provider maintains all the hardware and software requirements. Clients just have to log in and use the software through a web-browser app. It is very useful as the data remains safe, secure, and accessible to employees at any time through the internet.

Things To Keep In Mind While Setting Up A Call Center:

Taking a positive leap of faith and deciding to set up a virtual call center is a big step for any organization. You may be clueless about the requirements, but it’s not that technical in reality. You need to choose a market leader in VoIP phone solutions such as CallHippo and decide on the best call center software that will suit your business requirement. Once you have narrowed down your choices and decided on the system, you need to keep these important functional aspects in mind:

  • Call Handling Ability
  • Features Required
  • Budget Control
  • Scalability
  • Monitoring and Analytics

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