There are many types of call centers, and each has unique benefits and drawbacks. To decide which type of call center is right for your business, it’s essential to understand the different types of call centers available.
This article will outline the eight most common types of call centers, describing their features to help you decide which is best for your business.
Importance of Picking from the Types of Call Center Options
Picking a call center type narrows your focus so your company can excel in a niche. If you’re handling inbound calls, you can focus on ensuring your team is adept at de-escalating customer service issues.
On the other hand, if you have an outbound call center, you can focus on honing your sales pitch and developing processes to minimize dead space between calls. By understanding the types of call centers and their features, you can make an informed decision on which one is right for your business.
1. Inbound Call Center
An inbound call center is responsible for handling incoming customer calls. Inbound call centers are often used by businesses that receive a high volume of customer calls, such as businesses with toll-free numbers or technical support lines. Inbound call centers can be either staffed by live operators or automated with a voice response system.
Inbound call centers can provide many benefits to businesses.
Improved customer satisfaction
Inbound call center agents are trained to handle customer calls professionally and courteously. This can help improve customer satisfaction levels and reduce the number of customer complaints.
Increased sales
Inbound call center agents are also trained to upsell customers on products and services. This can help increase your company’s sales revenue.
Reduced costs
Inbound call centers can help businesses save money by automating repetitive tasks, such as answering common customer questions or routing calls to the appropriate department.
Unfortunately, inbound call centers also come with cons, including:
- High costs
- Difficulty scaling
2. Outbound Call Center
An outbound call center is responsible for making outgoing calls to customers. Outbound call centers are often used by businesses that need to make a high volume of sales calls, such as telemarketing or debt collection. Outbound call centers can be either staffed by live operators or automated with a dialer system.
Outbound call centers can provide many benefits to businesses.
Increased sales
Outbound call center agents are trained to make sales pitches and close deals. This can help increase your company’s sales revenue.
Improved customer satisfaction
Outbound call center agents can also provide customer service and support. This can help improve customer satisfaction levels and reduce the number of customer complaints.
Reduced costs
Outbound call centers can help businesses save money by automating repetitive tasks, such as making appointments or sending reminders.
Similar to inbound call centers, the cons for running an outbound call center include:
- High costs
- Difficult to scale
- Can be intrusive
3. Virtual Call Center
A virtual call center is a type of call center that allows agents to work from home. Virtual call centers can provide many benefits to businesses.
Increased flexibility
Virtual call center agents can work from anywhere with an internet connection. This can be helpful for businesses that need to staff their call center 24/7 or have employees in different time zones.
Reduced costs
Virtual call centers can help businesses save money on office space and equipment.
Improved morale
Virtual call centers can improve employee morale by offering a more flexible work schedule.
However, virtual call centers come with a few cons, including:
- Difficult to manage
- Can be unreliable
4. Automated Call Center
An automated call center is a type of call center that uses computerized systems to handle customer calls.
Automated call centers can provide many benefits to businesses.
Increased efficiency
Automated call centers can handle a high volume of calls with minimal human intervention. This can help improve your company’s efficiency and productivity.
Reduced costs
Automated call centers can help businesses save money on labor costs.
Increased accuracy
Automated call centers can provide accurate information to customers 24/7. This can help reduce the number of customer complaints.
Like other call center business types, automated call centers come with their convs, including:
- Limited functionality
- High costs
- Difficult to scale
5. Multichannel Call Center
A multichannel call center is a type of call center that allows agents to communicate with customers through multiple channels, such as phone, email, chat, and social media.
Multichannel call centers can provide many benefits to businesses.
Increased sales
Multichannel call center agents can reach out to customers through multiple channels. This can help increase your company’s sales revenue.
Improved customer satisfaction
Multichannel call center agents can provide a more personalized experience to customers. This can help improve customer satisfaction levels and reduce the number of customer complaints.
Reduced costs
Multichannel call centers can help businesses save money by automating repetitive tasks, such as sending reminders or follow-ups.
Multichannel call centers, of course, come with their cons. When running a multichannel call center, you may experience:
- High cost
- Difficult to scale
6. Omnichannel Call Center
An omnichannel call center is a type of call center that allows agents to communicate with customers through multiple channels, such as phone, email, chat, and social media. Omnichannel call centers can provide many benefits to businesses.
Increased sales
Omnichannel call center agents can reach out to customers through multiple channels. This can help increase your company’s sales revenue.
Improved customer satisfaction
Omnichannel call center agents can provide a more personalized experience to customers. This can help improve customer satisfaction levels and reduce the number of customer complaints.
Reduced costs
Omnichannel call centers can help businesses save money by automating repetitive tasks, such as sending reminders or follow-ups.
Omnichannel call centers have the following associated cons:
- High costs
- Difficult to scale
7. Multilingual Call Center
A multilingual call center is a type of call center that employs agents who speak multiple languages. Multilingual call centers can provide many benefits to businesses.
Increased sales
Multilingual call center agents can reach out to customers in their native language. This can help increase your company’s sales revenue.
Improved customer satisfaction
Multilingual call center agents can provide a more personalized experience to customers. This can help improve customer satisfaction levels and reduce the number of customer complaints.
Reduced costs
Multilingual call centers can help businesses save money by automating repetitive tasks, such as sending reminders or follow-ups.
Like other call center types, multilingual call centers experience:
- High costs
- Scaling challenges
8. Blended Call Center
A blended call center is a type of call center that employs both inbound and outbound agents. Blended call centers can provide many benefits to businesses.
Increased sales
Blended call center agents can reach out to customers through multiple channels. This can help increase your company’s sales revenue.
Improved customer satisfaction
Blended call center agents can provide a more personalized experience to customers. This can help improve customer satisfaction levels and reduce the number of customer complaints.
Reduced costs
Blended call centers can help businesses save money by automating repetitive tasks, such as sending reminders or follow-ups.
Again, blended call centers experience cons such as:
- High costs
- Scaling challenges
Select the Right Type of Call Center
There are many types of call centers, each with its own set of benefits and drawbacks. The type of call center you choose should be based on your business’s needs and goals.
Once you’ve selected a few types that might work for you, do further research to ensure you select the right one for you.