| Share | | | | all levels. |
| Answering service agents have multiple functions to | | | | If answering service is taking care of the branding, the |
| take care of. Gone are the days when the inbound call | | | | outbound call center agents are complementing the |
| center agent could stick to the routine of answering | | | | phone answering desk. The main cause of complaints |
| the calls that came to their phone lines. The phone | | | | in the inbound team is the disparity between the |
| answering services have diversified into related | | | | promised product/service and what they actually get |
| aspects of marketing. The call centers are overlapping | | | | on their hands. The lead generation team is doing a |
| the functions of the departments to cover gray areas | | | | better job these days by sticking to the exact |
| like customer relationship management and branding. | | | | features of what they are trying to sell. They are not |
| These are some aspects that the call center units | | | | distorting or fabricating minor details so that they can |
| cannot slot into any particular category. So, they have | | | | clinch the sale. Rather, they are trying to convince the |
| landed in BPO desks that did not handle these | | | | customer and adopting the fair and |
| functions even a few months back. Let’s take a | | | | industry-recommended sales lead generation practices. |
| closer look at the revamped BPO service desk. | | | | This brings down the cause of complaints and the call |
| Let’s begin with answering service. Agents working | | | | center agents at the inbound desk can breathe easy! |
| for the inbound call center team have some other | | | | Let’s shift focus to the telemarketing department. |
| aspects attached to their job other than taking calls. | | | | They are not just selling products and services |
| They have the responsibility of maintaining a strong | | | | anymore. They are concerned about brand positioning |
| and healthy relationship with the consumers. The task | | | | and product placement. The smart telemarketing |
| of creating a branding through customer care lies on | | | | services team knows that products don’t get sold |
| these call center agents. Customers these days want | | | | just on the strength of its features. The products must |
| to feel special. They like to know that they belong to a | | | | be marketed to the right demographics of consumers. |
| privileged group of individuals by being associated with | | | | Picking the right target group and then catering to that |
| your brand and company. That is the real test for the | | | | section of the population narrows the reach but makes |
| BPO. Consumers may want information, they may | | | | the lead generation more effective. With lesser |
| have queries or they may even want to know about | | | | number of people to deal with, the BPO agents can |
| the competition and how your brand is better than the | | | | concentrate more on what they have on hand. Their |
| others in the fray. The phone answering agent must | | | | aim is to convert these leads into sales. That makes |
| have all the information on their finger tips. It’s a | | | | more business sense than trying out the process on |
| better idea for call centers to study their competition at | | | | wide spectrum and not generating enough ROI. |