Call Center Services We Offer

TeleDirect is a Business Process Outsourcing (BPO) company with a team of agents trained to handle voice calls, do market research, generate leads, set appointments, and more.

As a BPO provider, we offer call center services to businesses of all sizes in different industries to help reduce costs, scale, improve efficiency, and enhance customer satisfaction.

As a partner in business, we are committed to your success. Keep on reading to learn more about the different contact center solutions TeleDirect provides.

Inbound Calling Services

Inbound calling refers to call center agents receiving incoming calls from existing customers or clients of a business. The main function of this call is to provide exceptional customer service.

Inbound call center services involve versatile and trained agents handling customer inquiries, resolving product or service issues, providing information, and processing transactions.

Below are some inbound call center services provided by our agents.

Help Desk

A help desk is a contact center solution that provides general help and assistance to customers. Customers can submit complaints, report problems and faults to a live agent, and order products.

Help desk agents often serve as the initial point of contact for customers. They are also trained to provide information on different aspects of the business’ offerings.

Product or Technical Support

Agents answer questions about the company’s products or services and provide technical support. Common areas for which support is offered include hardware malfunctions, software errors, and network connectivity problems. For more complex issues, the agent routes or escalates the call to a dedicated tech department of the company.

Payment and Order Processing

This is a distinct function within a call center solution in which agents help customers process payment for inbound sales orders over the phone. Agents can also help consumers resolve issues with billing, card payments, order placing and status updates, refunds or exchanges, and more.

Upgrades and Renewal

This call center service is about assisting customers wanting to upgrade or renew their product or service subscriptions. Agents help customers who are looking to change their current plans, extend subscriptions, downgrade subscriptions, or even cancel a service.

Regardless of the inbound contact center service you need, know that the expert agents at TeleDirect are more than capable of helping. Our agents are well-equipped with the latest infrastructure, technology, and continuous training.

So when you use TeleDirect for your contact center needs, rest assured you’re entrusting your project to competent hands.

Outbound Calling Services

Outbound calling refers to initiating calls from a call center unit to existing or potential customers. Our outbound call center services include but are not limited to the following.

Lead Generation

The service is about generating and qualifying leads for a business. Agents use different or a combination of strategies including, cold calling, warm calling, data mining, and targeted campaigns.

Market Research

Agents conduct phone surveys to better understand the customers of a business, including their preferences and pain points. They also do research to understand trends and competitors in the market. Apart from phone calls, agents of a contact center can also use emails and other channels when gathering feedback and data.

Cold and Warm Calling

Cold call agents reach out to potential customers who have expressed interest in a company's product or service to generate leads. Warm calling is targeted at those who have previously shown interest or are pre-qualified during lead generation.

Appointment Confirmation/Setting

Agents help set appointments with clients or customers on behalf of salespeople. The appointment could be for a sales meeting where the sales representative showcases the company’s product or service to potential clients.

The other type of appointment is for consultation which often happens at the first point of contact of a prospect with the company. Here, a sales personnel tries to identify the specific needs of the potential customer so that a tailored solution or proposal can be presented to them.

Customer Reactivation

Depending on the business model, outbound call center agents can also be used to reach out to former customers or inactive users, encouraging them to re-subscribe to the company’s service or product.

Reengagement strategies include offering exclusive deals, loyal benefits, demonstrations, and many more.

TeleDirect offers the above outbound call center services and many more. Call us for a consultation call. Our representative will be glad to help you take the next step.

More Call Center Services

TeleDirect’s call center solution is more than handling voice calls. Our contact center handles communications through other contact channels, such as email and social media as well as voice calls. Below are some of our other inbound and outbound services.

Reservation Services

When organizing seminars, workshops, or other types of events, taking and tracking reservations and responses can be time-consuming and expensive for your in-house operations. Outsourcing this function to an outside, competent contact center can help you get professional, cost-effective, and user-friendly reservation handling services.

Let the expert agents at TeleDirect help you get those who've shown interest in your event to RSVP.

The size of the event or industry is not a problem for us. We've helped countless individuals and companies handle personal events and company-sponsored events. Our exposure comes from working with countless businesses, companies, and organizations in industries such as education, insurance, legal, healthcare, manufacturing, and nonprofit, to mention a few.

Our platform and infrastructure can integrate with your lead generation system, enabling us to send targeted emails and handle other tasks that increase attendance on the event day.

Lead Response Management

TeleDirect can help you handle and nurture leads into paying customers through our lead response management solutions. We can help you to verify and qualify leads. Our lead verification service helps validate and confirm the accuracy of information about a lead using a variety of tools at our disposal. This stage is important and a prerequisite to what follows: lead qualification.

By qualifying leads, we help establish whether a prospective customer is truly a good fit for your company’s product or service. We take into account such factors as budget, needs, and power to make decisions.

When you trust us with your lead response needs, our agents do all the heavy lifting so your sales team only focuses on converting pre-qualified leads into customers.

Telesales & Marketing

Part of our contact center services is telemarketing solutions. If you're looking to offer your B2B product to the world, we can help your business do telemarketing. Our agents have all the required skills and expertise to deliver quality code-calling services.

It doesn't matter what industry you work in—whether it's retail, travel and hospitality, education, B2B services, healthcare, or non-profit. Thanks to our agents, who have experience working on many projects across diverse industries, TeleDirect is always ready to support you.

How to Choose the Right Inbound Call Center Service

When choosing a call center agent, it's important to first check if their solutions come with these 6 features.

• Virtual Receptionists: This is also known as Interactive Voice Response (IVR) which provides a recorded menu for callers. This feature helps route, transfer, or forward calls to the right agent or department.
• Automatic Caller Information: During an incoming call, this feature displays a screen notification showing the information about the caller.
• Call Recording: As the name suggests, this feature records the voice interactions between agents and customers. Managers can use recorded calls for performance tracking and feedback.
• Call Monitoring: This feature lets team managers listen to live calls without the knowledge of the customer or agent. This is often used for training purposes.
• Reporting: This shows the historical and real-time performance of agents. Data from reporting can help inform future inbound and outbound strategies.
• CRM Integration: This feature call center providers connect to the business’ CRM so agents can have information about individual callers.

Aside from the above solution features, a track record of excellent services is also crucial. This shows the call center is utilizing all features in a way suitable to client needs.

Fortunately, you can trust the expertise of the experienced agents at TeleDirect. We have served and continue to serve businesses in different industries and sectors for years, and we have records upon records to show for our service.

Call us today at (800) 776-1081 for a free quote and see how our contact center services can help!

In Conclusion

TeleDirect is a professional and well-equipped contact center solution that will help handle your inbound and outbound services. For telemarketing, reservation services, market research, help desk, and technical support, you can count on our service.