TYPES OF BPO

Service offering  (voice)

Inbound

> customer support 

> answering general queries 

> billing information /helpdesk 

> Troubleshooting

> Directory assistance 

Backend process 

> Internal process escalation 

> Tracking complaints and requestes 

> Activation /deactivation of account 

Outbound 

> customer satisfaction feedback 

> Grievance rederessal

> service improvement feedback

 

INBOUND CALL CENTRE SERVICE 

An inbound BPO is operated by a company to administer incoming products support or information inquiries from consumers.

Inbound is when you calls coming into the BPO centre.

Inbound customer service is the traditional approach to telephone based customer service. Here, the customer calls your company with a service requeste or an inquiry.

OUTBOUND CALL CENTRE 

Outbound is when you make calls to people. Inbound is receiving calls from  clients,  outbound is your making calls to clients. Outbound... you CALL customer to advertise,  sell, create lead and etc...

The most common uses of outbound CALL centers are:

Proactive customer service  (e.g.informing of delays, problems, delivery arrangements, etc...)

Sales calls to new (prospective) customers 

Renewals (sales calls to existing customers)

Cross- selling or up- selling sales calls to existing customers 

Debt collection 

Customer satisfaction surveys 

Market research 

Appointment booking