Contact center services comprise a broad range of customer contact services
employing multiple communications channels, including telephone, facsimile,
voice mail, e-mail, instant messaging and Web chat communications.
Contact center services are generally divided into inbound services and
outbound services. Inbound services include billing and payment
authorization, customer care, dealer location, direct response, directory
services, electronic eligibility services, lead generation and management,
order processing, sales, technical support and telemessaging. Outbound
services include a dvisory services, collection, credit and sales verification,
loyalty program management, market research, reactivation, reinstatement
and telemarketing.
Inbound Call Center Services
- Customer Services/ Service Fulfillment
- Inquiries/ Requests/ Complaints Handling
- Helpdesk/ Technical Support
- Order Taking/ Order Processing
- Reservations/ Booking/ Authorizations
- Call Overflow/ After Office Hours Support
- Dealer Locators
- Multilingual Support
Outbound Call Center services
- Telemarketing
- Campaign Management
- Market Research/ Telephone Surveys
- Customer Retention/ Loyalty Programs
- Billing Reminder
- Up-Selling/ Cross-Selling
- Lead Generation
Other Services
