What is BPO? Business Process OutsourcingBusiness Process Outsourcing means examining the processes thatcompose the business and its functional units and then working withfocused service providers to both re-engineer and outsource these atthe same time.
Types of activities are suited OutsourcingFront Office Telemarketing Debt Collection Back Office Accounting Customer Services Data Entry Inbound Sales Help Desk Database Management Claims Processing Order Processing Market Research Transcriptions Technical Support Lease Abstraction Outbound Sales Data Extraction Appointment Setting Human Resources
What is Call Center?A Call Center usually refers to a sophisticated voice operatingsystem that provides a full range of high-volume inbound oroutbound call handling services.E.g. Customer support, operator services, directoryassistance, multilingual customer support, credit services, cardservices, inbound and outbound telemarketing, interactive voiceresponse and web-based service. US – Call Center UK – Call Centre
Inbound Calls:Inbound calls are mostly initiated by the customer to obtain informationto report a malfunction or ask for help. You are providing customerservice.Outbound calls:Outbound calls are initiated by the representative, mostly with the aimto sell a product or a service to a customer. You are selling products orservices
For what marketing purposes can you use callcenters:• Centralize all kind of activities that can be done by a call center to one facility.• Take over a lot of work that is normally done by other departments.• Cost effective marketing strategy.• Upgrade Customer Service