Does my company need a call center?
Customer service by phone: How do I know if my company needs a call center?
Call centers aren't just for large companies with thousands or millions of users. Many businesses of all sizes may need a call center. Currently, there are different options, such as outsourcing services to a company specializing in call center campaigns, implementing an on-premises platform, or subscribing to a cloud-based service with monthly payments. But how do you know if you need one?
If you want to learn more about the Call Center solution, go to: https://ikono.co/ikonocallcenter/
The key to choosing the right service is to be clear about what the company needs the call center for; this defines whether its focus is inbound or outbound, whether it should outsource the services or implement one internally, and decide whether it wants it on-site or in the cloud.
Below we will clarify all these terms so that you can identify your company's needs.
inbound call center
This refers to call centers whose primary function is to receive calls. Of course, there are cases where outbound calls are made, but the main function is to be available to users.
When do I need an inbound call center?
When my company sees value in providing better customer service, especially via telephone, since this is no longer optional, users want to have a better experience regardless of the channel in which they interact with the brand.
In what situations do companies experience a high volume of incoming calls?
The areas that typically need to handle a high volume of calls are:
- Technical support
- Customer service
- Home delivery orders
- Complaints and claims
outbound call center
These are the types of call centers where people are actively contacted via telephone.
When do I need an outbound call center?
When I need a system that can manage my databases without agents having to manually dial the numbers of the people to be contacted.
In what situations do companies need to actively make outbound calls?
They are generally used to make:
- Sales by calling your own or purchased database
- Surveys
- Portfolio collection
- Market research
These call centers are necessary when interaction with the listener is extremely important. If the goal is simply to broadcast a message to a large number of people, a mass voice messaging service via telephone calls, such as Callzi, is used, which sends a prerecorded message to your database.
If you want to learn more about bulk voice messaging, go to https://callzi.com
Now you know if your main need is to receive high volumes of inbound calls or, on the contrary, to make large volumes of outbound calls.
This raises another question: should I outsource call center services or should I implement one internally in my company?
This decision varies greatly from company to company, depending on their call center objectives. Read the following case studies and find the one that best suits your company and aligns with its goals.
When it comes to an internal call center, there are two alternatives: cloud-based and on-premise.
It's important to keep in mind that when it comes to an internal call center, whether inbound or outbound, there are two options: contracting a cloud-based call center platform or implementing one physically (on-premises). The difference lies in the costs.
Virtual call center, cloud call center or cloud call center:
Implementing an on-premise call center is expensive, requiring a large initial investment, and although it may initially seem excessive, if the company knows that it will have an internal call center operating for a long period of time (years), the investment is justified and may actually be more economical in the long run, compared to a cloud-based call center.
virtual on-premise call center or on-site call center:
These cloud-based platforms, on the other hand, are incredibly affordable compared to on-premises solutions. They're not a rigid commitment because payment is made monthly, you can cancel at any time, and they require a very small initial investment. This option is recommended for startups and small and medium-sized businesses, as it allows flexibility by letting you add and remove agents, which directly impacts the price. For example, this month I can hire 5 agents and next month 3, so the bill I pay to the cloud platform next month will be lower.
Soon, we will be telling you in depth about the differences between the cloud and on-premise platforms.
#We invite you to read our blog post "Total success at AstriCon 2017"»
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