Catering to the unique call center service requirements and expectations of the modern customer can be challenging. Besides, every company that’s out there doesn’t have the right skills, staff, or tools necessary to do that. On top of that, the recent trends in customer experience show that more than half of customers are looking to get their calls answered within under five minutes of reaching the company. This is why seeking support from a BPO call center or BPO consulting company is paramount.
ExperCallers, one of the best BPO service providers in India, has over 12 years of experience in providing call center BPO services. Over the years we have developed and implemented robust, flexible, and efficient call center BPO services for several businesses across multiple domains and are counted as one of the top inbound and outbound call center BPO service providers in the world.
Leading multinational and domestic brands have been using and appreciating our inbound and outbound call center BPO services for carrying out:
Being a leading call center BPO service provider, we offer a diverse range of inbound and outbound BPO call center outsourcing services, which meets the client’s needs across multiple facets. This includes:
Our telemarketing experts drive your sales campaigns and ensure that the right kind of message is communicated to prospects to convert them into leads.
We combine our expertise and experience to provide our clients with a lead generation service that increases the number of targeted and qualified leads.
We offer highly robust and efficient appointment setting services which ensure the client meet or talk to the right prospects every time and get the most opportunities to generate revenue.
Creating and monitoring an effective cold calling process is part of our DNA. We pitch the value proposition in clear and concise terms and help you generate more
revenues.
Targeted Market research
Keeping a note of client details
Clarity of goals
A strong opening line
Focussing on solution instead of yourself
Being systematic
Keeping it simple
Practice
We believe that understanding the market and the customer base is a critical factor to become a successful call center service provider. Through extensive market research, we get to understand your business and your customers' needs better which helps us to resonate with them when we get on a call. This is our first step towards making effective conversations and building customer relationships. Such research truly comes in handy while drafting our speech scripts that lets us instantly tackle questions posed by customers ask questions about the products and services during the call.
Our callers ensure they keep a note of minute details of calls with customers to help arm them for any future interactions. We use these notes as reference points to help fine tune future scripts and to be prepared for subsequent conversations with a repeat caller. Customers find it impressive if a customer support executive can remember what they had asked for during the last calls and deliver accordingly. And we understand the importance of giving importance.
Our major focus isn’t only on closing a deal and converting cold calls into confirmed appointments. As call center solution providers, we see cold calling as a chance to pitch a business to a potential customer. Our goal is to let the customers give us an opportunity to meet them or consider the product/service. We understand that building relationships with customers takes time, and we need to solve their problems to reap mutual benefits.
Working towards developing a strong opening line will make the cold calling process a lot easier. We start the call with a good opening line thereby setting the right tone for the rest of the conversation. We often get just one chance to create a good first impression, hence this practice helps grab their attention right from the get go.
People aren’t looking for your products and services. They are looking for something that could offer them solutions to their problems. So instead of starting the conversation with the introduction of your company and its products, we at Expert Callers start by listening to customers and explaining how we can address their pain points. This is because we understand that the more you show customers how they can solve their problems, the more interested they will be in listening to you.
We train our team of callers to have a systematic plan and sequence of which points to cover, which questions to ask in what context. We have seen that this simple activity goes a long way in helping them become efficient callers who can clearly translate your product/service offering in simple straightforward terms to the customer without wasting their time.
Cold calling may sound like a tough job, but it isn’t really complicated. When a customer answers our call, our callers are well trained to start with a warm greeting and keep their pitch simple, crisp and to the point. Through experience, we know that customers don’t have time to chit-chat with a stranger for extensive periods and especially not with someone who is trying to pitch them a product or service. Over-complicating things can only confuse the prospect. At Expert Callers, we always keep it simple.
There is no shortcut to improving your success percentage. Practice is what helps us weave magic with our customers. Over the years, we have tweaked, improved and perfected the art of handling customers and putting their doubts and queries to rest.
Here are some of the benefits that you’ll gain when you outsource inbound and outbound call center services to an expert BPO call center service provide like ExpertCallers:
When you outsource call center BPO services to ExpertCallers, you’ll partner with call center BPO outsourcing company that has real-time experience in working on diverse and challenging projects. Our outsourced call center services have made a difference in many projects resulting in good increase in turnovers.
We follow a well-defined process that focuses on every minute details associated with outbound and inbound call center BPO operation. This single-minded focus enables us to deliver one of the most reliable call center BPO outsourcing services in the industry.
Being one of the premium outsourced call center BPO service provider in the industry, we begin to strategize only after acquiring a deep knowledge of your target markets. Based on this knowledge, we tailor services that instantly hits the right nodes and deliver high quality services.
We proactively track, measure and analyze progress that we make at each stage of the offshore call center BPO process. This enables to meticulous spot the issues and implement strategies that deliver the best possible results to the client day-in and day-out.
There is a difference between a BPO call center and a call center, even though people think they mean the same and use the two terms interchangeably. The main difference is that BPO call center services predominantly include performing back-office tasks that include customer service and accounting procedures. Call centers will just handle phone calls made by and to customers.
BPO is the process of outsourcing a specific procedure of any business to a third party, it stands for Business Processing Outsourcing. The operations performed by a BPO will include core tasks like marketing, record keeping, etc along with non-core tasks like omnichannel customer support. Usually, a client organization in a bid to free up bandwidth and to minimize expenditure on dedicated staff, outsources a whole spectrum of services to a BPO on a contractual basis.
A call center is a subset or a part of a BPO. The services provided by a call center are voice-based. Call center services help companies stay connected with their customers via inbound and outbound calls. Inbound and outbound call centers are responsible for incoming calls that include handling queries, troubleshooting, and outgoing calls that involve telemarketing. Businesses usually don’t have the bandwidth to take on these functions, hence they outsource customer service to a third-party call center services provider
BPO call center companies have a team of trained and experienced agents who handle all or some aspects of a business’s operations, such as handling their incoming and outgoing customer calls for them. So, if your business is falling short of the bandwidth to handle your call center services, you can consider approaching BPO outsourcing companies to professionally handle your inbound and outbound call functions. Although it seems fair to think that external agents won’t be as knowledgeable as your employees about the products and services that you offer, that’s what outsourced BPO service providers are trained to do. They can adapt to the processes of a business with speed and assist their customers with all their queries.
Outsourcing BPO tasks can greatly help enhance the productivity of employees and reduce unwanted burdens. Once your menial tasks are taken care of by the partner, the employees can narrow their focus on jobs that are way more important. When a company decides to outsource these tasks, it immediately results in huge savings (especially labor and infrastructure costs associated with a dedicated in-house call center). Once you partner with a professional BPO call center services provider, you are already on the fast track to business success.
We let you pick one or multiple delivery centers according to your preference and requirement.
Inbound call centers deal with incoming calls that are from customers. The call center agents will provide proper assistance so that their clients don’t face any hassle with a product or service. The agents are also responsible for maintaining customer relationships. Currently, established inbound call center BPO providers are in great demand because organizations are beginning to understand that poor customer support can harm their brand and drive them towards the competition.
Outbound call centers perform functions that are opposite to those performed by inbound centers. Simply put, outbound call centers tend to make calls to potential customers to drive sales.
Just like inbound call centers, the demand for outbound call centers has been skyrocketing as well. Businesses have started to realize the advantage of outsourcing their outbound calls to secure a smoother path to success. Outbound call centers can help companies unlock the door to seamless business growth and help drive profits in a cost effective manner.
CATI, also known as Computer-Aided Telephone Interviewing, includes labor-intensive work. The CATI professionals use an interactive system that will help guide their interview process with important and detailed questions; this will help improve your company’s market research data, as well.
Once companies decide to outsource to CATI services, they can reduce time spent in interacting with various respondents and lessen operational costs that are attached to data processing errors.
CATI outsourcing services offered by ExpertCallers will take care of all your market research needs while working under rigid deadlines and diving headfirst into challenges with extreme meticulousness.
We follow a simple procedure for carrying out our CATI market research. Our team of interviewers conduct the survey on the phone while noting down the answers and feedback of the respondents. We insist on having the survey programmed into the CATI systems because it removes the worry from our interviewers about having to memorise the sequence of questions and instead focus on getting quality responses. Moreover, CATI monitoring also removes the need for our interviewers to be trained to be aware of skip patterns in a survey.
Delivering qualitative and quantitative CATI services at unmatched speed is our forte because we excel in tailoring questionnaires keeping in mind the need to obtain the best insights from the respondents, training interviewers on ways to ferret out the reliable and detailed information and leveraging systems to monitor, analyze and report the entire interview process.
Our outsourced CATI services have helped our clients achieve a wide range of objectives – from enhancing brand awareness to expanding business reach, from influencing buyers to evaluating competitors, from doing research on consumer base to analyzing lost sales and from facilitating mystery shopping to carrying out satisfaction surveys.
The services provided by a call center include everything from answering calls from customers to calling up customers for promoting or selling a product or service. Call centers can basically handle any business process that can be done by phone, web, or email. The services can be used to extend a firm’s reach into new markets, build customer relationships, and offer better customer support. Call centers also provide services for every part of the sales process right from marketing to inside sales.
Call center services can be categorized into the following:
If you are looking for the inbound call center services, the shared pricing rates can range from $0.27 to $0.45 per hour at low-cost agencies to somewhere around $0.75 to $1.25 per hour in the US or Canada. In the case of dedicated services that handle a high volume of calls, the cost can range from $8 to $15 per hour internationally and $20 t0 $30 per hour in the US and Canada. Typically, outbound call center services are priced hourly. Generally, the call center services in India can charge you around $8 to $10 per hour, and in Eastern Europe, the rates can go up to $8 to $15 per hour. Call centers in the US, UK, Germany & Canada usually charge $20 to $30 an hour.
Customers are often looking for representatives who can address their queries in their native tongue. Most call centers don’t want the language to be the barrier to the services they offer. Hence, they usually employ staff who are well-versed in three or four languages. In India, call centers offer services in languages like Hindi, Telugu, Tamil, Kannada, Malayalam, etc. Internationally, the call center services are offered in German, Spanish, French, and many other foreign languages.
ExpertCallers follows ideal business practices and ensures that your brand image has a positive impact on the market. The following are some valid reasons that suggest why outsourcing your call center requirements to ExpertCallers is a good option.
ExpertCallers uses an omnichannel contact center technology platform that ensures that customers are effectively engaged across all platforms, such as email, voice, and social media. This is quite helpful in maintaining brand consistency.
We offer unparalleled solutions round-the-clock so that businesses can maintain their brand equity without abandoning the bottom line. ExpertCallers are always ready for your customers regardless of the time at which inbound calls arrive.
Our customer service professionals go through regular training and development to ensure that they are always above par with their industry knowledge, customer service, and communication skills.
We adhere to strict standards of quality in our processes. Our quality assurance team ensures that all the operations follow the industry standards to yield better customer engagement and loyalty.
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