How Inbound Call Centre Outsourcing Service Providers Work

An offshore inbound call centre outsourcing service provider in the Philippines operates centralized facilities equipped to receive large volumes of calls from customers who are located overseas. The basic purpose of an offshore inbound call centre outsourcing companies is to receive incoming calls from customers who are requesting information or support about a specific product or service.

An offshore inbound call centre outsourcing companies in the Philippines often feature a spacious workspace that accommodate anywhere from a dozen to hundreds of work stations that include a computer and a telephone switch system with a headset. Offshore inbound call centre outsourcing vendors can be an independent operation or it can share networks with other call centres.

Almost all major enterprises have call centres in order to serve their customers. Offshore inbound call centre outsourcing vendors have an extensive list of international business clients from computer manufacturers and internet service providers to utility companies and travel companies. Some businesses outsource internal functions to offshore inbound call centre outsourcing service providers in the Philippines such as corporate help desks.

Offshore inbound call centre outsourcing companies in the Philippines aims to provide a centralized approach to customer interaction and customer care in order to make call centre operations more efficient in addition to reducing costs. Large offshore inbound call centre outsourcing service providers in the Philippines are capable of handling large call volumes and a wide range of customer support demands in one facility.

Structure
Offshore inbound call centre outsourcing companies consists of a call centre agents grouped into teams and managed by supervisors and operations managers. IT support staff is also part of a call centre’s workforce as well as teams of quality assurance officers.

Typically, offshore inbound call centre outsourcing providers organizes their call centre agents into multiple levels of support system in order to make call handling more efficient. The first tier comprise of call centre agents whose task is similar to an operator. They provide basic customer care functions and direct customers to the department that can best handle their inquiries or issues. The second tier receives the calls from the first tier agents. Tier 2 agents are the ones who resolve most of the issues and if an issue is not resolved in this level, Tier 2 agents then forward the calls to the third tier, which are often comprised of engineers and developers and other highly technical staff.

Workforce Management
An offshore inbound call centre in the Philippines utilizes various methods and technologies in order to monitor and measure an agent’s activity on the work floor and his or her job performance. Close monitoring and regular quality auditing of call centre agents are essential functions in an offshore inbound call centre outsourcing service provider Philippines in order to determine if an agent is knowledgeable on the client’s product or service and if he or she is effective in delivering quality customer service.

Besides quality monitoring, offshore inbound call centre outsourcing firms in the Philippines also focuses on queue management and reporting, which can be real time or historical. Offshore inbound call centre outsourcing service providers Philippines make use of certain technologies to gather specific information regarding calls and workforce such as how many agents are logged in, how many agents are waiting or available to answer calls, and how many are finishing up their calls. Offshore inbound call centre outsourcing companies also monitor the average duration of calls, the longest time an agent was on stand by for a call and the longest time a caller had to wait in queue. They also look at the number of calls on hold or in queue, the number of calls answered, and the number of abandoned or missed calls, the average response time along and many other such data.

Offshore inbound call centre outsourcing vendors also use workforce management applications or software to create work schedules of agents and ensure adequate staffing during the busiest times of the day, which for offshore inbound call centre outsourcing firms is during the graveyard shift when it is business hours in the United States.

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