
Inbound Communication Center

Inbound Communication Centre is where the customer contacts a Company and a Representative is made available to him/her for assistance. Now, you can order or book food, books, cabs, hotels or flights, popularly over the phone or through various other mediums of communication irrespective of your location. Live chat is also being made available to customers for communication.
Functions of an Inbound Communication Centre :
- Doubt Clarification of the Customers
- Complain Handling
- Answering to queries
- Helping Customers maintain their Accounts by updating their Passwords or any other information
- Helping customers complete their Payments or online payments related issues.
- For Subscription based businesses, subscription renewal is a major function that is fulfilled.
- Order Taking Services
- Up selling and Cross Selling Services
- Customer Service Support
- Answering Support
- Tech Support
- Providing before and after-sales support.
- ETC
Types of Calls Received by an Inbound Communication Centre :
- Customer service
- Technical Support
- Inbound Sales
Technologies required by an Inbound Communication Centre

Call Monitoring

Call Controls including Mute or Hold or Transfer

Ticketing Integration

ETC
Inbound call centre, when hosted on the cloud. Takes every measure to secure the customer data and also provide anytime, anywhere access. It also supports remote agents that you can deploy anywhere in the world, all you have to do is to choose the right provider. Features like IVR and toll-free number make inbound call centre even more versatile.
OmniChannel Inbound Communication Solutions:
Omnichannel Inbound Communication Solutions would be the best solution for a customer’s requirements . This mode of communication is preferred and popular mode of communication these days. Omni channel communication majorly includes social media, chat, email, calls and many more. It allows the customers to reach out to companies for help through any channel they want to.
For example, if a customer contacts Agent A handling the telecalling and then after a while, contacts again through the chat and reaches Agent B handling that process, then the later agent does not treat the Customer as new, rather he or she is aware of the Communication History of the Customer. However in a Multichannel Contact Center, an agent who interacts or connects to a customer through a phone is unaware of the customer’s previous communication history via one of the many channels available.
In an Omni channel contact center, a customer is sure to get attended by an agent irrespective of the channel they prefer, whereas in a multichannel contact center, there are chances that no agent of a particular channel is available.

Outbound Communication Center

Outbound Communication Centre is where the Company Representatives reach out to Customers and potential prospects.
Functions of an Outbound Communication Centre :
- Doubt Clarification of the Customers
- Appointment Setting Services
- B2C Cold Calling Services
- Customer Satisfaction Surveys
- Telesales & Customer Acquisition
- Debt Collection Services
- B2C Lead Generation Services
- B2B Appointment Setting Services
- Customer Follow-up Services
- Customer Loyalty Programs
- Subscription Renewal Services
- Customer Retention Services
- Product/Service Promotion
- Data Validation Services
- Outbound Calling Services
- Warm Calling/Existing Clients/Referrals Mortgage Lead Generation
- Tele Surveys Information Gathering
- Welcome Call Service
- Satisfaction Follow-ups
- Sales Verification
- Cold Calling Campaigns
- Direct Sales
- Market Research & Surveys
- Sales Lead Follow-up
- E-mail Follow Up.
- ETC
Technologies required by an Outbound Communication Centre

Dialers

CRM Integration

Outbound IVR

ETC
OmniChannel Outbound Communication Solutions :
An Omni channel Outbound Communication Solution is one that uses multiple channels to connect with its customers and prospects. Typically, an Omni channel contact center uses phone, email, and text (SMS). Other potential interactive channels include live chat and social media. This mode of communication is preferred and popular mode of communication these days.
One of the major differences between an Omni Channel Outbound Call Centre and a Multi Channel Outbound Call Centre is that here the Agent is aware of the Communication History of the Customer no matter which mode of communication is applied to communicate with the Customer ,this is not applicable to the Multichannel Outbound Communication Solution because here for example the telephonic interaction of a Customer with a Company Representative is not carried forward as communication history when the customer is contacted by another mode of communication which might be via Chat.

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