Small Call Centers Strive to Survive

In the modern BPO world, small and medium scale companies have little hopes of survival. They have to either merge with larger call center firms or have business partnerships with them. There is a growing need for call center services that are on the cutting edge of technology. The aim of the clients and business firms hiring them is to get telemarketing projects done before stipulated and time-tested cycles. To make that happen, you need technology and innovation. In other words, you need capital and investments. Small and medium scale companies cannot afford that kind of money. They will need the back-up of larger units.

The days of dedicated manpower service is over. You may have the most skilled telemarketing agents on the job, but you will falter to deliver if you don’t have the equipment and the gadgets. Clients will shy away from hiring call centers that don’t have state-of-the-art technology. BPO companies will lose out on their marketing pitches for projects when they find out that they don’t work in certain ways. That is why Helios Outsourcing has always concentrated on technological investments. You can grab the A-list projects only when you are fully equipped and that is something that has been an advantage for us.

Customer Service: Is it Counterproductive?

Business firms, no matter how much their budget is, always think of having someone competent answer the calls of the customers. These calls are not just enquiries, these are business opportunities. When the BPO sector grew in prominence, the business firms realized the potential that was waiting to be tapped. Clients started creating and using hotlines for customers to call for questions related to the products and services of the brand. But having a hotline is not the end of the matter. You have to maintain your call center back-up in the best possible way. Otherwise, your investment will be counterproductive.

When you have a customer service line, customers will call. If you don’t have an efficient BPO team answering those calls, your customers feel betrayed. That’s worse than not having an inbound call center team at all! That is why Helios Outsourcing always tries to keep things efficient at the answering service desk. Our trained agents never let any opportunity slip past. In a way, we create opportunities for lead generation while answering calls. We train our agents to try cross selling and up selling whenever the chance presents itself. Our clients admire our continued effort to generate sales. It’s something that is part of our motto.