The assistance and advice provided by a company to those people who buy or use its products or services.From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue.From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.
Inbound and outbound customer service provide various forms of support to your customers by telephone. Inbound customer service is the traditional approach to telephone-based customer service. Here, the customer calls your company with a service request or an inquiry. Outbound customer service represents a more proactive approach. An agent from your call center contacts customers to follow up on a service issue or to notify customers of new products or policy changes.
Outbound customer service provides two important benefits. Managers can make greater use of agents during quiet periods, improving productivity further. Outbound calls can also strengthen customer relationships by increasing contact and improving the quality of customer experience. A welcome call to a new customer, for example, reinforces the relationship and provides an opportunity to offer additional products or services. Calling a customer for feedback after a service visit demonstrates that you are concerned about the quality of service.
An inbound customer service facility works best when it provides customers with a single point of contact for all their service questions. Customers ring a single number to order products, make a payment, register a purchase or obtain product information. They can also place a support request or make an inquiry about a product. The agents handling the incoming calls must have the product and technical knowledge to deal with the call personally or, if necessary, transfer the call to a specialist. Customers appreciate the convenience of a single point of contact, provided they receive an appropriate response.
Inbound Voice Process
Inbound Voice Processis the type of services in which call center agents receive telephonic calls from customers and clients for solving queries. Inbound call centeroffer a wide range of customer-focused services that helps businesses in offering instant, efficient, and immaculate solutions to customers related to their queries, qualms, issues, and grievances.
Outbound Voice Process
Outbound Voice Process is the type of services in which call center agents makes outgoing call for a company or organization. An outbound call center is the exact opposite of an inbound call center. Instead of having a majority of your calls come into your call center, specialists in outbound call centers are, generally, making active outgoing calls. Call center agent generally selling product service of company or scheduling appointment with the customer.
Non-Voice process in business process outsourcing (BPO) is a subsection of BPO in which employees sitting behind a desk and fulfilling duties the customer may not see. Some non-voice employees interact with customers via email & chat support but not by phone.