Top 5 – Functions of a Contact Centre

Functions of the Call Centre

A multitude of companies across the globe is dependent on call centre operations for answering the calls of their customers or promoting their business to the customers. And as we all know, all the professionals use the phone as a means of communication and interaction with their customers, colleagues, and partners, and possessing great phone skills is what business craves for.

Any business that wishes to involve a call centre for themselves is sure to benefit big time.

Call Centre- What Is It?

A call centre is a third-party entity or business division that represents an organization or a business. Call centres are majorly responsible for offering customized experiences to the customers through exercising outbound and inbound communication with prospective clients and customers. The small-scale businesses are often seen to outsource their client’s interactions to the local call centres. While these units have multiple business objectives, they importantly operate as profit or cost centres.

A cost centre specializes in retaining customers to stay away from lost businesses, whereas the profit centres lay its focus on creating profit-earning opportunities.

The Functions of the Call Centre

Call centres are designed to offer customers an effective communication channel to accumulate information on certain services and products. Gone are the days when writing long emails or going to the store was a thing. Customers now have the luxury of questioning about services and products from the comfort of their own house. Most often or not, people choose such support services over other communicating mediums with a company because they receive hassle-free personalized services.

The Important Functions of a Call Centre

Phone support, to begin with, is one of the key functions inked with customer service teams, as customers always consider interacting personally with customer services. With a call centre representative, you can have access to expert professionals who would offer you customized solutions round the clock.

Besides, here are some of the basic functions of a call centre.

Call Centres Promote the Sales Opportunities
The outbound call centres hire salespeople who call up customers to generate prospects or leads. The team here is driven with the agenda to create new revenue and sales while expanding the base of their customers. The call centres also comprise of organizational sales quotas and goals for individual teams and employees. All the teams and employees must achieve that goal within a particular time frame.

Call Centres Offer Personalized Customer Service
Customer support and service are the key functions of the call centre. This function includes offering a unique experience to individual customers of the organization. This is achieved through conversational and positive skills. Offering customer service is not limited to phone calls. The call centre professionals are also known to offer these services through social media, email, and live-chats.

The Call Centres Makes the Fuller Utilization of Resources
The organizations either wish to have their revenues boosted or slash down the costs across every aspect of their business. The cost-minimization in a call centre comprises accelerating the efficacy of resource utilization. Small-scale businesses especially require to achieve the objectives of their business at a low cost.

Call Centres Provides for Customer Retention
The customer retention makes sure that a customer becomes a dedicated purchaser and eventually transforms into a good client. Customer retention is especially vital for small and thriving businesses as they cannot afford to lose any customers. Besides offering a positive experience, the call center executives are get involved in follow-calls to monitor the customer experience and solve issues that might have come up with regards to the service or product.

Call centres are great in helping the companies to manage their potential leads and existing clients that can eventually transform into potential new customers. The sales and customer support are the two major sections of the business that bags the maximum benefits from the call centres.

Established in 2000, The Teleservices Company is a leading call centre company in UAE which specializes in outsourcing solutions and business consulting. The company is known to offer a vast range of knowledge on business to companies that look for best-in-class operational brilliance.