How does a BPO call center work?
BPO call center in Tunisia help a company to manage its customer relationships and perform its core business functions. It takes charge of managing one or more processes designed to save costs and increase productivity. BPO services cover human resources, accounting, finance, etc.
BPO call center mainly manage the front office, including customer-facing services such as telemarketing, sales, market research and technical support. They may also handle the back-end: data entry, payments, management, surveys, finance, etc.
Although a BPO company may be involved in customer interaction, it may also focus on core and non-core processes. These include areas relating to the overall operation of the structure. The aim is to reduce costs as much as possible.
What services does a BPO call center offer?
Inbound BPO call center services
BPO outsourcing call center employ skilled external agents who are familiar with the client company and its products. They are experts who can adapt very quickly to a company’s processes and support service tools. They are able to quickly master the resources needed to help customers with their support requests. BPO call center use their own technology, enabling their staff to run a company’s existing processes efficiently, for a better return on investment.
- Support
This is particularly relevant to companies selling products or more complex structures that may be subject to high levels of customer support. Call center provide a company with a team of agents skilled in their respective fields and call center software to manage all calls.
- Order processing
This is a service offered to satisfy customers who prefer to place their orders by telephone. These operations are often time-consuming, as customer information has to be entered into a CRM, all payment details processed, orders sent, and so on. BPO call center can manage all of these processes, freeing up the company’s team to focus on development and/or more strategic tasks. These center can also handle international orders in their time zones outside the client company’s normal working hours. Commercial outsourcing of telephone orders therefore saves costs, as it offers the client company the opportunity to avoid paying overtime for its employees.
- Distribution
This involves handling incoming calls from customers requiring the service of a company such as a taxi firm. The dispatcher then receives the call and notifies the driver concerned so that he can carry out the task requested.
Outbound BPO call center service
Unlike an inbound call agent who has to answer the phone, the employees of an outsourcing agency make calls on behalf of the client company. This service is often outsourced because the tasks involved are time-consuming and tedious. If a company wants to conduct market research, it has to call thousands of people to get enough responses. By using a call center outsourcing service, the company can have a team of call center agents at its disposal to carry out these various tasks.
- Telemarketing
Telemarketing is an effective and profitable strategy for generating new leads when the company’s employees are experienced in canvassing. If this is not the case, calling in a BPO call center is essential. This type of structure has the tools and works with teams of professionals capable of persuading the people they are canvassing.
- Telesales
This activity focuses mainly on concluding contracts by telephone. It differs from telemarketing in that it involves canvassing prospects who have already been identified as promising leads. Although this is an important aspect of a company’s development, businesses do not always have the capacity to get in touch with potential customers quickly. The help of a BPO call center is therefore needed to reach and follow up all the company’s leads as soon as possible.
- Market research
Companies often conduct telephone surveys to find out more about their customer base. The data obtained can reveal a number of valuable pieces of information: customers’ main difficulties, buyers’ interests, etc. Market research calls follow a set script, so it’s easy for companies to use a call center in Tunisia. To do this, all you need to do is indicate, among other things, how to greet customers and how to close a call, while preparing a list of questions to ask.