The Call Center Dynamics at InSO

Telephone calls can be divided into two main categories; they are either outbound or inbound. The inbound calls received in business are often from consumers in the result of marketing campaigns or in relation to the products or services you’re offering. They are often consumers looking for more information, to report problems with service/products, or to ask for help.

Outbound calls are substantially different to that of inbound calls, where they contact potential customers with the intent of selling their product or service. It is possible to combine outbound telemarketing campaigns and inbound telemarketing campaigns, but it is not common practice to do so. Here at InSO we take great pride in both our outbound and inbound telemarketing marketing campaigns.

At InSO, our call center staff are organized into a multi-tier support system, which means our staff are able to handle calls and deal with matters in a much more efficient and professional manner.

The structure to successful call center Dynamics at InSO is as follows:

• First Tier: Operators – At InSO the first tier of the structure consists of operators. They deal with the inbound enquiries, directing them to the most suitable department and supplying them with general information about the company’s services and products.
• Second tier operators – These operators deal with callers who require more assistance than the first tier can provide. Most issues are resolved here and do not need to be transferred.
• Third Tier: Highly skilled support staff – In this tier we have several people who are highly knowledgeable about the products and services we represent. If there are any complaints or advanced concerns then this department can deal with them efficiently.

Call centers do have their critics and perhaps rightly so in some circumstances. Often call centers employ people and allow them to work in dehumanised conditions. Whether it is very low rates of pay or restrictive working practices. Well, at InSO we strictly adhere to employment law. We provide our workers with excellent working conditions and very good rates of pay. Our call center staff is highly professional and trained to such a level where they are able to deal with a variety of circumstances with both ease and efficiency.

At InSO we use highly technical software and we have systems in place that monitor staff activity and overall performances of each individual call center campaign. This is beneficial to InSO and our clients as it enables us to plan operations and alter aspects of a project to allow for more efficiency in the future.

For more information on what we can do for your company’s inbound or outbound telemarketing campaigns you can call our team of friendly professional staff on (626) 531-6080, if you want to see improved profits, you can click here for a free quote too.