Rich Design

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Category: General Considerations

Call Center Types

Different centers are design to handle a variety of customer service interactions.  Inbound, outbound, technical, orders, help desk and more.  Now, chat, email and social media are newer methods helping customers.

1. Sales: I have learned to LOVE sales, why? A customer will purchase only if you have made them understand, that what you’re saying, will benefit them.  You actually hold the keys, to give the customer exactly what they want!  You provide answers to their questions, you highlight key nuggets to enlighten them; you inform on how they will benefit according to their needs, and you even go beyond their expectations and offer additional value.  It is a WIN-WIN situation.  Fine tune your skills and sell, sell, sell.

2. Collections Process: Recover or collect the debts from the customer.  Call the customer and ask for the money. 

3. Lead Generation: This process is like sales but you don’t make the sale, you generate a warm (interested) person for someone else to close the sale.  This is done in a variety of ways, sometimes, you’re the person making the call, emailing, and other methods of communicating with someone for additional contact;  Often times, organizations simply want names, titles, telephone numbers and emails, based on criteria already established to be a warm lead.  Oftentimes, software is used to scan and captivate lists, so web sites have become more savvy and began using copyscape programs that prevent pulling data from their sites.  You might even notice some online offers are simply name and email collection systems, offering you bogus awards or even real ones that make you jump through hoops to obtain…  Traffic generating marketing systems…  Different companies have different methods. There's good money to be made if you're good!  I worked as an independent contractor and used some valuable software and was able to retrieve names, positions, phone numbers, addresses, emails, twitter accounts and more!  Fun and challenging.  Check out my Elance account and the feedback from my clients from around the world!

Usually, this position is seeking experienced agents.  They require advanced skills, techniques, software and attitude.  Persistence, thick skin, qualifying in a number games.  Salary is also based compensatory of your qualification, experience and skills.  The better qualified ratio, the better features you have to use for negotiation!

4. Retention Process: Retention means to inquire about the services offered by the company and customer satisfaction. Here an executive makes the call to the clients for inquiring about the reason that is he was satisfied with the product?, how was the service provided by the organization, etc. details. In short we can say that we just need to know the satisfaction of our clients.

5. Customer Service

Here’s another favorite of mine!  This is a service position and you must have an attitude of service!  Why to keep a happy customer satisfied.  Simply because the customer might be dissatisfied is no reason not to like these types of job!  Remember, when I shared with you, the keys of a happy and satisfied customer, you have more keys here and guess what, you hold them too!!!

Let’s review again!

You provide answers to their questions, you highlight key nuggets to enlighten them; you inform on how they will benefit based on their needs, and you go one step further, beyond their expectations and offer additional value.  It is a WIN WIN situation.  Fine tune your skills and serve, serve, serve!