Call Center Outsourcing Services

These are services that provide business assistance in handling incoming and outgoing customer phone calls. Call center services take charge of business functions including but not limited to keeping track of calls, listening to customers' inquiries, taking orders and reservations, and even selling products or services over the telephone. The most successful businesses that outsource to reach both existing and potential customers include Online stores, Mail-order organizations, Telemarketing firms, and Tech companies—outsource these services. Today, call center services have expanded to a wide range of industries such as healthcare, legal and financial services, consulting services, and business process outsourcing.

In Magellan Solutions, the average number of calls our agents can make depends on the nature of the campaign, the complexity of the call, and the number of calls received. For outbound campaigns - an agent can make an average of 35-55 calls per day. This already includes voicemails, callbacks, hang-ups, and no answers. For inbound campaigns - a dedicated team of agents can answer more than 300 incoming calls per day.

Outsourcing call center services has numerous advantages. Here are the main benefits your business can look into: Reduce operating costs associated with in-house staffing, Increase customer satisfaction with better customer support services, Extend customer care service hours for up to 24 hours a day, 365 days a year, Improve call quality with the help of professionals trained in customer service, and Access the latest technology to improve operational efficiency and productivity.

It provides information to your customers on how to use your company’s products or services. Here, the support agent’s role is more about improving the customer experience and following up with the customer about their experience. Tech support - It gives your customers help in solving some common problems with your product rather than providing training on how to use it. Here, the support agent provides advanced and in-depth support in troubleshooting and resolving technical problems. Answering services - It helps your business to have high-quality customer service at any time. Here, a live receptionist is always ready to address queries from your clients and ensure customer satisfaction. You will never miss an important call or any business opportunity. Order-taking services - It offers 24-hour business operations to unlock your ability to serve customers worldwide. Agents follow a strategic shifting schedule to oversee all incoming orders at all times. Reservations services - It takes care of the reservation needs of your customers in a timely and efficient manner. Its main function also includes customer assistance, rebooking, rescheduling, refunding, etc. Multilingual support - It provides inbound, outbound, voice, and non-voice services to non-English callers. The common languages provided by this type of contact center include French, German, Spanish, Italian, Japanese, Korean, Bahasa Indonesia/Malaysia, Chinese, and Thai.

If your business is facing growth challenges and you want your in-house staff to focus on your core functions, then it’s a good move to outsource to an inbound call center. By outsourcing inbound services, you can mobilize both your in-house and remote employees to understand how to get to the bottom of your customer’s issues and find a resolution quickly.

If you want to optimize your channels to their fullest potential, then incorporate omnichannel solutions. You are more likely to retain and attract customers when you offer them multiple ways of reaching out to your business.

It generates consumers’ interest using various strategies such as internet marketing, cold calling, and advertisements. Here, the agent determines customers’ needs to know the product or service they can offer them during the sales stage. Telesales - It aims to secure closed sales. Your business can take advantage of this service when you have a solid list of leads and marketing campaigns. Telemarketing - This service increases your consumers’ product awareness. Your business can use this to introduce your products and services to generate leads. Appointment setting - It is either B2B or B2C, outbound or inbound. This type of service connects you to other businesses that can be your business partners, or introduce you to possible buyers. Collection reminders - It allows you to have a phone system that sends calls to a list of clients and reminds them of an existing balance or unsettled payments. This service acts as an extension of your back office that ensures all delayed profits are claimed. Medical reminders - It assist medical practitioners in reminding their patients of their upcoming appointments. It helps reduce no-shows and encourages patients to take the appropriate action in case they can’t go on the scheduled date. Screen reader support enabled.

If your business considers expanding its customer base and revenue, then outsourcing to an outbound service provider can provide you with great cost-reduction opportunities. Outsourcing the appropriate outbound call center solution can help your business make more sales calls in a day, close more deals, reach a wider market, and even increase your customer retention rates.