A call centre is a call answering company specialized in communication with clients via phone calls. It has the function to support the companies which have many clients and that do not face the high volume of phone calls. A call centre offers two main types of services: inbound (when they are answering the calls of the clients in the company’s name) and outbound (when they make phone calls on behalf of their clients). Inbound services are: customer care, info line, taking orders. Outbound services include: telesales, telemarketing (promoting services or products via phone calls), up selling and cross selling, Lead generation, telephone surveys, mystery calls, collection, customer loyalty and retention. A lot of companies need the services of an answering call partner in order to develop their activity.
Among the advantages of using an external answering call service are: a rapid implementation of the solution, without great starting costs, 24/7 availability, a permanent connection with the customers, maintaining and improving the company image by promoting a customer-oriented attitude, a very clear differentiation from the services offered by the competition, an easier and more efficient launching of the products or services, anticipating customer feedback, much lower cost than solving the problems by customer care departments, monitoring customers’ requirements and the way they were resolved.
Outsourcing means a professional management of incoming telephone calls from customers or potential customers. Also, the calls which may be complaints or suggestions from existing clients should not be overlooked. The process of resolving the customer’s complaints means keeping the costs 10 times smaller than those generated by attracting a new customer. The call answering companies solve problems connected to sales and distribution channel management, automation of marketing processes and customer satisfaction analysis.
Studies have shown that for most of the customers interacting with customer service consultants had a decisive influence in shaping the image of that company. Also, a lot of clients reported that a possible unpleasant experience when interacting with a company's call centre will cause them to stop using the services or products of that company. Achieving the objectives will be done by using previously acquired knowledge, tools, technologies and procedures for developing client relationships and detailed knowledge of their behaviour.
You can benefit from quality services with trained personnel with experience in customer relationship management. All the operators receive specialized initial training, providing the highest quality service at the best price. The services can be customized and tailored for maximum efficiency according to the actual needs and requirements of the clients. The call centre companies deliver a comprehensive toolset providing full support to achieve a professional call centre. They can define the relevant parameters for each call separately, highlighting the calls made to a particular client in a limited period of time (a week, a month, a year), what kind of information or services were the points of interest, how much time was dedicated to each such phone call or any other parameters that you want the system to provide.

It is definitely more efficient to resort to outsourcing answering call http://www.netcallsolutions.co.uk solutions than to organize your own call answering http://www.netcallsolutions.co.uk department.