Hello Folks,
Hope you all are doing well! Yes I am back again with new topic which is normally not discussed on our social network nor anywhere else.
Recently i was surfing on social network and i found many people asking for new project or asking for how to start and run a call center etc.
After observing few of the discussion, I realized that there are lots of people who ask for Call Center Project (Specially Inbound Project and Non-Voice Project). I have question why do people only look forward to Inbound Project and Non-voice Project. Normally its very difficult to get inbound project and again its even 10 times more difficult to get genuine Non-voice project. So does it mean that if you would not get Inbound Project or Good Non-voice project, you would close your call center or you would not open call center?.
To get Inbound Project and Non-voice project should not be the only objective of your call center. I mean to say there are many Good Outbound Projects are available but most important thing which you need to maintain after getting an outbound process is your call centers quality. Here i have seen many people who starts call center with 10 seats, 20 seats, 50 seats and simply spend whole day in finding Inbound Process or Non-voice Process. Let me add something here, Let say if you will come across to any client who are planning to outsource their Inbound Customer Support to any vendor, Still you will not qualify in his parameters or I am sure client would not outsource to you. Because Call center technology, No.of seats these all things are important in customer service industry but above to these things client wants quality from your agent. Quality doesn't come through money but it comes through experience, knowledge etc. Normally Inbound process are not listed in open market on daily basis but if you are looking to get inbound process than you have to first prove your quality and experience on some outbound process and there are many outbound process available now-a-days which requires performance, quality, dedication and integrity.
If still you are not sure which outbound process you should do or which outbound process will be with you all the time, my answer would be Lead Generation process. Lead Generation Process is something which is always open for all call center. I mean to say from last 6 years i have noticed that lead generation is the only process which will be with you all the time. For Eg: There was one small call center who use to do Lead Generation for Mortgage Company after economy downturn they shifted to Debt Settlement, Loan Modification etc. Now currently they are also doing B2B process. To have the experience of B2B process plays vital role in your experience. May be after working successfully on such process and after having good experience and quality, You will get good clients for inbound. It may also happen that the companies for whom you are working right now get impress by your performance and quality of agents and outsource their inbound customer service to your call center. Every business likes to reduce their cost but the reason why they don't outsource their Inbound customer support because they actually don't trust whether the call center would be able maintain the quality, which they use to maintain. I mean to say customer support comes after the sales and plays vital role in reputation of the company outsourcing it to you. As it comes after the sales, the customer whose calls you are going to receive in Your inbound call center are the people who have relations with your client since last many year. To get new customer for a company is may be a difficult task but to retain the same customer with your company for long time is really a difficult task. Such trust of quality doesn't get developed in few days or months. It takes years to develop.
So if you are waiting for Inbound Process or Non-voice Process than remembered if you will come across to such client who wants outsource Inbound customer support, Still he won't outsource you. So to get project is not only the important task of call center. To provide quality and to retain on such process is more important and you will automatically start getting another clients.
I am looking forward to your suggestions.
Thanks
Tags: Inbound Call Center, Kall Konnect, Non-voice project, Outbound Call Center
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