Call center outsourcing services cater to different business needs. There are common services, including customer service, technical support, sales, and lead generation. Meanwhile, there are also unique services for special business functions.

Generally, call center services have two forms: inbound and outbound. Below is an extensive list of call center services:

Inbound call center services

Inbound call center services deal with customers’ inquiries and product- or service-related issues.

Customer service representatives focus on providing positive customer experiences. They do this by looking at the current needs and frustrations of customers.

Looking at it more closely, we can see how it bonds business with its customers. Yes, product quality and price are significant factors in attracting customers. Yet, what makes them stay depends on how you treat them after they buy. Why? Because people are highly emotional beings.

This concept revolves around the Golden Rule: “Do unto others as you would have them do unto you.” If you’re present during your customers’ moments of happiness or distress, they will likely become more loyal to your brand.

So, what are the services that fall under this category? See the list below.

Answering services

There are different kinds of answering services that caters to specific business needs, as follows:

• 24/7 telephone answering and holiday cover
• Internet answering service
• Campaign and promos answering service
• Physician Answering
• Telemessaging
• Teleservice
• Dental answering service
• Emergency answering service
• Hotel answering service
• Legal answering service
• Small business answering service

Answering services allow you to provide instant and reliable help to your customers 24/7.

Mobile app customer support

This service is for you if you:

1. Develop mobile apps or
2. Use apps for their business (such as banking applications)

App mobile customer support assists customers in resolving technical issues. This is for people who can’t find — or don’t take time to look for — solutions in search engines. A person with high technical knowledge is usually in charge of this function.

An effective mobile app support builds loyalty, prevents uninstalls, and increases sales.

Appointment and schedule management

With a systematic and centralized management system, arranging and filling your business calendar is easier. Through this, you can prevent missed appointments and even a bare calendar.

Billing Inquiry

This is especially helpful if your business belongs to the banking or utility sector.

With a billing inquiry service, your customers can check their:

• Balances
• Payment history
• Due dates
• Credit card statements
• And ask about any related concerns

This service provides convenience — which is what the modern world calls for.

Insurance Claims Processing

Insurance claims processing is particularly laborious yet essential to the company’s stability. Instead of spending too much time doing it in-house, outsourcing it to a BPO company is the better move.

Customer service

Customer service is the act of assisting customers before, during, and after a transaction. It is a vital part of every touchpoint of the customer journey.

Contact center companies in the Philippines have the best team of customer service agents. These people own admirable values — warm, empathetic, creative, flexible, and polite. Paired with the latest call center technologies, there is no wonder why the Philippines is a top outsourcing destination.

Direct response marketing support

Direct response marketing support can help you gather immediate feedback about your product. But why is this important?

Your market’s opinion can pinpoint your product’s strengths and weaknesses. Once you have the data analysis, you can make the necessary tweaks to make it more marketable.

If this is so important, why should you outsource it?

Let’s dwell on the basic answer: it lets you save resources by calling a long list of customers individually.

Dispatch services

Managing a transportation business is never easy. This is the reason why dispatch services exist.

Dispatch services assist trucking company owners with the back office aspects of their business. Some of the services they provide are the following:

• Finding loads
• Managing drivers
• Assigning loads
• Customer service
• Billing paperwork and collections
• Issue resolution
• Weather delays management

E-commerce customer care

E-commerce customer care is equal to customer service for online shops. It is available through different platforms:

• Phone
• Live Chat
• Email
• Social media

This service is also an effective tool to enhance marketing efforts and boost sales.

Email support

One of the most practical and convenient customer service channels is email support.

It does not provide the same timely response as live answering and live chat. But it allows customers to write detailed reports about their experiences. It is also the best channel to attach and discuss confidential documents.

Inbound sales

Inbound sales deals with a targeted audience. Its method focuses on determining the purchasing decisions of customers. It allows you to create messages that suit your buyers’ interests.

Inquiry handling

Inquiry handling deals with customers’ queries about a business’s product or service. It may sound simple, but handling questions is crucial for successful transactions. It is also one of the breeding grounds of customer loyalty.

If you are in the service industry or plan to introduce a new product, this service is for you.

Examples of businesses in the service industry:

• Distribution
• Food
• Hospitality
• Retail
• Tourism
• Transport

Interactive voice response support

“For inquiries, press 1…”

Ever heard this line before?

Interactive voice response support segments and routes callers to the agent who can give the best help. Its menu system is very basic yet effective. As a result, it lets you save more. It also increases the efficiency of the team.

Live chat support

Convenience and real-time support are crucial elements of customer service. Live chat offers both of these. This is the reason why live chat is the leading digital content method.

Online shoppers will likely abandon their carts without anyone to assist them.

Meanwhile, a live chat agent can help them make better purchasing decisions. Forrester revealed that e-commerce websites with live chat can achieve a 48-percent increase in revenue per chat hour.

Brick-and-mortar stores that have websites should also make sure to have this feature.

Multilingual call center services

Businesses need to learn their customers’ language.

Multilingual call centers get rid of the language barrier between businesses and customers. You should consider this service if you operate globally or in a place with various nationalities.

Order taking

As one of the first customer touchpoints, the order-taking process can determine your success or failure.

A trained support team from local call centers in the Philippines can help you lessen order-taking errors.

The ideal businesses that can take advantage of order-taking services are:

• Retail stores
• Restaurants
• Fast food chains

Overflow after-hours support

You can use overflow after-hours support when you need support during peak season or the holidays.

Reservations services

Reservations services can make a customer’s life hassle-free, which is an important aspect of this instant-driven world. The businesses that need this are the following:

• Hotel
• Car renting
• Spa and wellness
• Restaurant accommodation
• Travel booking

Technical support

As technology products increase, so does the need for technical support.

Technical support services help businesses through the following:

• Resolving user issues
• Building stronger customer relationships
• Reputation management
• Damage control

Here are some of the businesses that need technical support services:

• Technology companies
• Software development companies
• Video game design companies
• Home appliance companies
• Computer manufacturing companies
• Repair shops
• Audio electronics companies

Outbound call center services

Outbound call center services refer to outgoing calls made by call center agents. Prospective or existing customers are the common recipients of this call.

During this activity, call center agents do

• Sell a product or service
• Collect debts
• Conduct market research or surveys
• Book appointments
• Cross-sell or upsell to customers

Outbound calls can help you receive higher sales, leads, or healthier bottom-line growth.

The services that fall under this category are as follows:

Appointment setting

You might want to consider this if you aim to increase sales by setting appointments with your end customers or dealers.

Some of the methods used for appointment setting are:

• Cold calling
• Social media research
• Customer segmentation
• Targeting approach
• Negotiation
• Network building

Collection reminders

A collection reminder service assists you in reminding your clients to settle their liabilities. It speeds up your revenue cycle and settles issues with your customers.

This service is very beneficial to utility companies.

Data verification

Data verification checks the accuracy and consistency of the data. If you had a recent data migration or whose data are already obsolete, you can make use of this.

By verifying the accuracy of your data, you can have a smoother and error-less operation. There will also be fewer complaints from customers.

Lead generation service

A lead generation service is a powerful tool to generate sales by initiating consumer interest.

However, you can find the entire process — prospecting, organizing, and producing qualified leads —  as tedious. This is where call center services in the Philippines come in.

By entrusting this service to Filipino agents, they will do the following for you:

• Sort out the long list of clients
• Call them one-by-one
• Generate interest
• Pre-qualify those who showed interest

There are two types of lead generation service:

• B2B lead generation – for business enterprises and corporations
• B2C lead generation – for individual customers

Market research

Everybody can start a business.

But here’s the harsh reality: not everyone can succeed.

Starting a business out of nowhere, without careful consideration of the trends in the market or future innovations, is a huge risk.

Market research helps businesses prevent failure by determining current buyer behavior and needs.

Telemarketing and telesales

Telemarketing and telesales are two different powerful tools used to generate sales.

The telemarketing strategy is more like lead generation. It intends to provide information, generate interest, create business opportunities, make appointments, and yield leads. Meanwhile, telesales aims to sell products directly to customers.

Call Center Services in the Philippines

These are the services that call centers in the Philippines can offer. Some services may not be on the list yet. It is still best to discuss your specific business needs with a call center company to know the service that can help you the most.

If you have more questions, or if you want to inquire about our service offerings, fill out the form below.