Contact Center Services

Call center services overview

Customer experience is an important—although difficult—element of your business. 

No matter what kind of business you manage, delivering a consistently excellent customer experience is a necessary process. However, it can also be expensive and labor-intensive. As a result, many businesses, both large and small, opt for outsourced call centers or contact centers to manage customer service. 

But how do you know which call center services you need? And what’s the difference between call centers vs. contact centers? 

In this article, we’ve analyzed some of the common call center services offered by outsourced call centers. In addition, you can also see some of the benefits of each service and which services are best for your business.

What call center service is right for you?

When it comes to call center services, there’s a lot of options—inbound, outbound, call centers and contact centers. Which is right for you? 

The key is to understand some of the services offered by each. 

Traditional call centers typically focus on handling voice calls for business, whether inbound or outbound. Their services may include: 

  • High levels of customer support
  • Inbound or outbound voice call support
  • Help desk services
  • 24/7 customer support 

However, for some businesses, traditional call center services may not be enough. Some outsourced call centers, like Global Response’s omnichannel contact center services, include additional services that can boost your business, sales and customer satisfaction and give you a competitive advantage. 

While traditional call center services will still be included, your business will also have the option to provide omnichannel customer support or other ancillary support options to ensure your customers receive the best care. 

Take a look at some of the unique services offered by Global Response: 

For companies who are ready to go beyond the traditional call center for superior customer support, expanded services from a company like Global Response could be the solution. Global Response offers services powered by the best-in-business technology, systems and processes without sacrificing an empathetic human touch.

Inbound vs outbound call center services

As you consider which kinds of call center services you need, you’ll first want to determine if you’re looking for inbound vs. outbound call center services. 

These two types of call centers are naturally opposites. Inbound call centers handle inbound communication and focus on customer service and support, while outbound call centers handle outgoing communication and focus on sales and marketing. 

Which is right for you? That depends on your business goals and pain points. 

Check out some of the main differences between inbound vs. outbound call center services: 

Inbound call center services: 

  • Customer service
  • Voice call and help desk support
  • Product or technical support
  • Inbound sales or upgrades
  • General inquiries and customer support 

Outbound call center services: 

  • Market research
  • Lead generation, welcome calls, “warm calling”
  • Telemarketing, or “cold” calling
  • Sales 

As you can see, inbound and outbound call centers provide two different services and have different focuses. 

For the business who needs to leverage both inbound and outbound call center services, a hybrid call center or a full-service contact center can go beyond traditional call center services to offer exactly what you need. 

For example, with Global Response, you can leverage both inbound and outbound call center services within a single call center team. This gives your business the benefit of inbound call center support alongside outbound call center sales and marketing, for a streamlined customer experience and support along every step of the customer journey.

More than a call center: a full contact center

Wondering if your business could benefit from more than a traditional call center model? 

Fully outsourced contact centers like Global Response go beyond the traditional call center services and provide streamlined services that can address all of your current pain points. Not sure what to look for? Let’s take a look at some of the call center services Global Response offers. 

Superior customer support

With Global Response, you’ll benefit from experienced customer support experts who always put the customer first. We know how to delight customers with high-touch, personalized experiences.

From voice calls to web chat or any channel you need, get ready to boost retention and customer satisfaction with outstanding and consistent support.

Omnichannel contact center

Go beyond the traditional call center models with omnichannel contact center support. From voice calls to email, help desk services, web chat, social media, SMS and more, an omnichannel contact center can manage all of your customer communication. 

What’s more, an omnichannel contact center service like Global Response integrates all of your customer’s communication through a single platform. The team streamlines customer experiences, reduces handle time, increases first contact response, and improves operational efficiency.

Store support

Omnichannel customer support shouldn’t stop in the virtual world—your brick-and-mortar shopping experience is part of your customer journey. 

We make sure your customers get a streamlined experience both online and in-person, from appointment-setting to concierge-level store support. Provide consistent support for your in-store employees and your customers—no matter where they meet your business.

Field support

With integrated, state-of-the-art field support, Global Response provides strategies to break down data silos and improve the real issues that impact customer satisfaction. 

An outsourced call center can be a force-multiplier for field support teams, providing customer engagement solutions that improve customer satisfaction without overburdening your budget or existing teams.

Sales

Many businesses stick to a low-budget call center, never considering how a full contact center can drive their business growth. 

Their call centers are a necessary cost, but not a revenue-driving investment. With a full service omnichannel contact center that provides both inbound and outbound call center services, you can turn your contact center solution into a true sales channel for your business

From upsell opportunities to superior customer service that’ll keep customers loyal for years to come, premium customer support and advanced sales tactics can drive growth to your bottom lin

Saves and retention

Statistics show that existing customers are more likely to make repeat purchases, refer new customers and purchase subscriptions—so why are only 18% of businesses focusing on customer retention strategies

With Global Response, we don’t just offer call center services—we offer a premium customer experience that leaves customers satisfied and coming back to your brand for years to come. Our warm, people-focused brand specialists use a personal approach that nurtures long-term relationships with partners and customers. 

A low-budget call center might answer your customer’s questions. But our customized, end-to-end loyalty strategies allow us to ensure your customers stay happy and connected to your brand for years to come.

Help desk

For big businesses, Tier 1 technical or product support can seem like a lot of small requests. 

But for frustrated consumers, the way they’re handled can make or break their impression of your brand. Tier 1 tech support via help desk services makes sure your customers get the best service for even the smallest problems.

Tech support

For businesses or consumer brands with more technical or specialized products and offerings, Tier 2 and 3 tech support is a must to support customers. 

Global Response’s experts will learn your product and services inside and out to provide expert troubleshooting, diagnostics and configurations. Immediate support and quick resolution through specialized expertise leaves your customers feeling valued and secure in your product.

Loyalty programs

Loyalty programs have the potential to drive exponential growth for your business—so why do they often fall flat? 

Our full-service contact center support offers execution for loyalty programs that delight customers, increase retention and drive real business growth. We leverage data to your advantage, simplify the customer experience, and make your customers happy at every touchpoint. 

Because great loyalty programs aren’t just made—they’re experienced.

Customer satisfaction

Customer satisfaction drives customer loyalty—but without top-notch data and analytics, you’ll miss out on the details that help your business grow. 

At Global Response, we use in-house and third-party CSAT, NPS, effort scoring and survey platforms to ensure first-class standards in customer satisfaction. From making sure your customers are satisfied to developing and capitalizing on the data that powers the best experiences for your customers, we drive customer satisfaction at every step of the way.

Multilingual customer support

Global brands need global support. 

With a traditional call center, you might be able to get 24/7 support or some bilingual support. But with Global Response, we provide a multilingual, full-service contact center with services that make sure every customer feels at  home. 

Even more—we’ll make sure your multilingual customer support is personalized to meet your unique customer base and global expansion needs. Wherever you go, we’re ready to support your goals.

Quality assurance

Outsourcing customer support shouldn’t mean lowering your standards. 

Whether you need better control over metrics and performance, solutions that obsess over your brand as much as you do, or customer data to inform business decisions, Global Response offers superior quality that’s within your control. 

It’s time to invest in a fully-integrated quality assurance solution to inform business decisions, monitor trends and drive business growth.

Analytics

Call centers take in enormous amounts of data—but if it’s not being used to transform results, you’re missing big opportunities. 

With a full-service omnichannel contact center, get the data and analytics you need to personalize customer support, accurately understand and predict customer behavior and sentiment, maximize product opportunities and more.

Benefits of Using Call Center and Contact Center Services

Can utilizing call center or full-service contact center services really impact your bottom line?

The data is clear: 

  • 56% of customers won’t wait on hold for more than two minutes. A call center offers scalable solutions that make sure your customers are never stuck in long phone queues. 
  • An outsourced call center can often save you as much as 50% compared to in-house call centers. From overhead costs to onshore employee salaries, an outsourced call center offers clear cost benefits. 
  • 90% of millennials prefer using their smartphones to connect with brands. Designing an omnichannel approach that reaches customers wherever they are means your audience has a smoother experience. 
  • Expert customer support management solutions can optimize your service performance 130% (or more!) against KPIs. 
  • More than 60% of customers would be extremely or very willing to switch brands after a negative customer experience. Providing great customer service is non-negotiable. 

When you’re ready to take your customer service to the next level, it’s time to go beyond traditional call center services and work with customer service experts. 

Connect with an expert at Global Response today and see how personalized contact center services can make a big impact on your business’ bottom line. 

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