BPO Call Center: What Is It and What Does It Do?
Consumers have high expectations when it comes to customer service, and if your company doesn’t have the staff or the capacity to address customer calls, you definitely have an issue.
Many business owners don’t have the resources or staff to address all of their inbound and outbound calls. Because of this, BPO call centers have been growing in popularity as outsourced call centers that provide this service.
In times when more than half of consumers (51%) expect a response in under five minutes when calling a company, meeting their expectations can often be a challenge. This is where BPO call centers (business process outsourcing) can fill the gap of service delivery. Outsourcing business operations to a third-party vendor or service provider will also improve efficiency.
A BPO call center offers an outsourced team of professional call agents who can handle incoming and outgoing calls for many different businesses. If your business doesn’t have the capacity necessary to handle all of the inbound/outbound calls, outsourcing can be an excellent option for your business.
Advantages of Call Center Outsourcing
There are many advantages to outsourcing some of your business processes. The first thing you need to understand here is that outside call agents can be as knowledgeable as in-house teams with customized call scripting. A sophisticated telephony platform can be programmed with custom scripts that aid agents in delivering an even better customer service experience.
Getting up to speed with all of your business processes and answering calls all the time (24/7) is what makes BPO call center services useful. AnswerPro uses many resources to assist callers with their questions and concerns as experts who know how to adapt to another company’s processes. Like most BPOs, we use advanced call center technology to enable our agents to deliver a high level of efficiency. This helps to maximize our client’s ROI.
Below, we are listing some of the main benefits of BPO call centers.
24/7 Live Call Center Support
Businesses that sell products or services online know that customer support is a top priority. They also tend to receive a higher than the average number of customer support inquiries, so it is essential to be present 24/7.
When it comes to the Healthcare industry, thousands of calls are coming in daily from patients with questions, appointment requests, and other medically related concerns. A similar parallel is drawn when it comes to larger companies that have a large customer base. A BPO call center can use their resources, making it easy for you to work with them and be available 24/7.
Appointment Scheduling
Every business should allow customers to schedule appointments. At AnswerPro, we take pride in offering an appointment scheduling service that can be accessible 24/7 and give potential customers a way to schedule appointments that helps you maximize your time.
Many appointment scheduling requests come in after-hours or during peak times. Our BPO call center services are here to capture every call and ensure that scheduling an appointment is always listed as an option, no matter what time of day it is.
Call Routing
Call routing strategies are another effective way to improve your caller’s experience. The process of call routing directs each incoming call and where the call is queued.
An Automated Call Distribution (ACD) system can make call routing easy. Calls can be queued by priority (pushing medical calls to a higher level in the queue) or skills-based routing (if some specific skills are needed to handle the next incoming call). BPO call centers are flexible and perfect for meeting all of these needs.
With bilingual support and intelligent call routing, our team at AnswerPro can ensure that every caller is directed to the appropriate agent. This brings many benefits, starting from increased brand authority to driving personalized engagement for each customer and increasing the chance for stellar customer service and improved productivity.
Message Taking
BPO call centers can also take messages and help businesses by giving them a chance to follow up with their prospects or customers. The truth is, most of the callers prefer to leave a message to a real person rather than be directed to voicemail.
By giving your callers the option to speak to a live person no matter when they call, you can increase the chances of capturing all of your leads. Outsourcing to a BPO call center can save time and money while you focus on the business at hand in your office.
At AnswerPro, we have hundreds of clients that outsource their calls and message taking to us. What all of them get to experience is more time to finish urgent tasks without compromising customer service.
Lead Capture
The process of lead capture involves saving lead information to attempt to convert to a paying customer. With a BPO call center, you can have lead capture as a feature. Agents will typically gather the caller’s name, phone number, and email address as the most common lead capture points out there. We can also customize lead capture scripts to your specific needs.
The most common lead capture mechanisms that our BPO call center works with include web to lead, call to lead, email to lead, and social media to lead. In all of these cases, leads can be effectively captured through different channels.
Order Entry / Sales
Entering a new sales order for a customer is a necessary process and can be daunting over time. As such, this is an optional step in the customer sales process and is usually integrated with an inventory management system.
With a BPO call center by your side, you can outsource your sales orders and rely on a team of professionals who can do these tasks for you, reducing the risk of duplicate entries. There is also the availability to customize your data integration and create specific call instructions that a BPO call center will follow to maximize the process of entering orders or documenting sales.
Overflow Support
A call overflow support service by a BPO contact center is easy to use and gives you a better way to manage calls. Whether you have a limited in-house staff that only works 9-to-5 or are understaffed during peak times, a call overflow service can answer all of your calls and be a massive benefit to your company.
Easy to set up, an overflow service ensures that your customers are never kept waiting. This is important, especially in a competitive business environment. Being available for callers, especially when your in-house staff can get to the phone, is a huge differentiator between you and your competition.
The benefits of a call overflow service are endless. First of all, it is one of the best ways to promptly and responsively reduce hold time to satisfy all callers’ needs. Call overflow services also ensure business continuity and help reduce your call abandonment rate. Last, and most important, a feature like this can help every business improve customer satisfaction levels, especially during peak periods or busy seasons.
As you can see, Business Process Outsourcing (BPO) is an excellent way for businesses to streamline tasks that employees either don’t have the time for or they are unable to do. Outsourcing helps you gain more time and have additional resources that enable owners and managers to focus on core business operations.
At AnswerPro, we pride ourselves on delivering all of the above-mentioned BPO call center services. We strive to assist businesses with all aspects of their telephone answering, lead capture, order sales entry, overflow support, and many other services.
With us, you will know that your calls will always be answered, no matter what time of the day or night is. We work 24/7/365 and have trained BPO call center agents that keep customers happy and satisfied with our friendly voices.
AnswerPro provides customized answering and call center outsourcing solutions to meet the needs of your business. If you want to improve your customer service levels and free up more time to devote to your business’s core functions, call us at 913-384-1212 or fill out the form below.
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Contact us today if you want to learn more about our BPO call center services and how they can help you grow your business and increase your profit.
