Call centers have become an essential component of many businesses. These are usually the first point of contact for customers, as they attempt to do business in a variety of industries. This usually necessitates a form of software that helps automate the flow of incoming and outgoing calls. As a part of helpline software, interactive voice response (IVR) systems are used to create prerecorded greetings, menu options, and answers to frequently asked questions.
Utilizing such software, companies make it their goal to handle a massive amount of calls per day. At the most basic of levels, helplines are used to handle customer service, technical support, or sales related issues. Call center agents can take up to 50 calls a day, and in many cases, these calls require follow-ups to ensure that the matter has been resolved. What we will look at today is which industries are utilizing help desk software to help their businesses thrive.
Business Process Outsourcing
Business process outsourcing (BPO) is an industry that utilizes helpline software to help their brand grow. BPO refers to the process of contracting standard business functions to be outsourced by groups outside of the country of origin. BPO functions that often get outsourced include customer service, accounting, and payroll services. BPO is also known as “offshore outsourcing” if a contract for business is sent to a country that has political stability, lower labor costs, and/ or tax savings.
The BPO market is huge and continues to grow each year. BPO is valued at USD 187.91 Billion in 2018 and expected to reach USD 314.81 Billion by 2025. The two biggest countries which utilize such helpline software as a cloud based predictive dialer are India, China, and Malaysia. By providing critical services like payroll, human resources, and accounting to clients, BPO’s are a crucial part of the economic landscape and require the services that helpline software provides.
Utilizing leading help desk technologies, BPO’s are better able to assist the clients whom they serve. Working behind the scenes BPO’s use helplines to guarantee timely delivery of services to customers. They have to meet the demand for whatever services are needed from clients and having adept help desk technologies can help with this.
Now, today more than ever, the healthcare industry is one that can not be allowed to falter. Without the use of call center technology, the healthcare business would be hobbled. Including such areas as hospitals, outpatient care, medical insurance, and even local pharmacies, helplines are crucial to the success of the healthcare industry. If you don’t have functioning call center software in the healthcare industry any number of things can happen.
You’d have circumstances of calls being stacked on one another at a local physician’s office. Businesses might not be able to restock a much needed b2b supplements from probiotics manufacturers because of the long phone holds. Customers might not be able to fill prescriptions due to dropped calls. Utilizing such helpline technology as an autodialer, progressive dialer, predictive dialer software, and a predictive dialer system can help to make sure that these numerous health-related situations are taken care of.
Another industry that utilizes hotline technologies is the financial services sector. Financial services companies are places that handle everything financial including institutions such as banks, lenders, stock brokerages, and tax services. The various types of financial services that are offered include banking, wealth management, tax or audit consulting, insurance, and mutual funds.
Call center software plays a very important and sensitive role in helping the financial services sector to thrive. For example, for a tax advisory company during tax season, an information hotline is essential to helping the companies customers. You want a call center software that will be able to route a customer to a seasoned tax professional in a timely fashion.
Customer service is key in this industry, as many of the financial services reps who man the phones are well trained in their respective fields. In many cases, you aren’t just getting a help desk rep who is reading from a script. You are gaining the insight of someone who is seasoned in their respective financial field. It’s crucial that your call center technology allow for a customer to receive the best call experience possible.
The automotive industry is a leader in utilizing the services of call center software. Auto companies are able to use call-in technology as an autodialer, progressive dialer, predictive dialer software, and a predictive dialer system to provide the best auto care, and auto dealer services for their customers. When a customer buys a car from a dealership, the experience does not just end there. There are a host of follow-up phone calls that need to be completed, in addition to possibly having to bring the car back for repairs at the dealership.
All of these activities and requests will be handled via a call center. When you visit a dealership, you’ll see a dedicated customer service department on site. These call center representatives are performing a host of duties: setting appointments for new customers, sending maintenance notices to customers, answering billing related questions, and routing calls to the sales reps and managers at the business.
Automobile rental agencies also use this same technology for car rentals. Say you need to rent a truck to pick up an outdoor power equipment store in Gresham, OR—your rental request will more than likely be handled through a call center at that rental location.
Non-profit organizations are needed now more than ever. With issues like unemployment, poverty, and food insecurity growing with each passing day, non-profit organizations are needed to help those in need. For example, according to the non-profit organization, Feeding America, if poverty and unemployment reach the levels of the Great Recession, 9.9 million people will experience food insecurity. In an extreme case, this number can reach 17.7 million people.
Non-profits like Feeding America, Healthcare for the Homeless-Houston, Convo of Hope, and Good360 utilize call center software to connect with the individuals they are attempting to serve. Without a line of direct contact, these organizations would be unable to find out what assistance they need to provide. Call centers are also needed at the associations to assist with fundraising and donation campaigns.
Receiving donations from outside sources is how many of these companies thrive. A well-functioning call center can assist non-profits with doing just that. Just as much as it matters having the correct call center software, you also want to have people on these calls who care about your organization’s cause.
As with any customer service experience, the first point of contact in many cases at a non-profit will be with a call center representative. You want this person to care wholeheartedly about what your organization is attempting to accomplish. In the case of dealing with someone who needs the services of your non-profit, a call center rep who provides empathy and a caring attitude can be crucial.
For those who are forced to reach out for assistance, life is beyond difficult. To have a caring and understanding call center rep assisting them can go a long way for someone seeking the assistance of a non-profit.