In a previous article, we explained the difference between contact centers and call centers. In summary, contact centers handle communication with clients and business associates through various media, while call centers operate exclusively by telephone. There can also be significant differences between call centers. Which type of call center is most suitable for your business depends mainly on your needs. We list the types of call centers below, along with examples. This will give you a good idea of the type of call center that best suits your organization.
Inbound call centers
Many Belfabriek clients welcome incoming phone calls. A service or name number lowers the threshold for callers, while well-trained and experienced telephone operators ensure a pleasant customer experience. From order lines to help desks, information lines and emergency services; inbound call centers have the largest distribution of any type of call center.
Outbound call centers
A call center that focuses on outbound calls is called an outbound call center. This type of call center proactively seeks to contact potential or existing clients, with the call center staff pursuing leads or sales. The commonly known term for this is telemarketing. Outbound call centers may also have less commercial motives, using aftercare to create goodwill or surveying to gather ideas for new products or services. The success of an outbound call center depends heavily on the experience of its employees. Many contact centers or call centers are a mix of the above types, involving both inbound and outbound calling. If you want to outsource customer contact by phone, you will come across very broadly oriented call centers, but also very specialized ones, where a call center is, for example, entirely dedicated to lead generation for financial products.
Outsourcing to a call center
Many large, but also more and more small companies choose to outsource their telephone helpdesk or outbound activities to a general or specialized call center. Outsourcing happens mainly at the business-to-business level. The advantage of outsourcing is that it allows a company to focus on its core business and thus save significant costs.
Setting up a call center yourself?
Of course, you don't have to outsource. If your business requires specially trained employees, it may be more attractive to have your own call center. By keeping your telephone operations in-house, you have maximum control over them, which benefits your service level. If you choose to set up your own call center, Belfabriek has some good tips and suggestions for you. You will soon find an article about this on our blog.