The evolution of global business has given rise to emergence of several business process outsourcing firms and business process management firms across the globe. Many business organizations across varied business domains and sectors have outsourced their tasks to specialized business process outsourcing firms. These business establishments are mostly set up at off shore locations. There are various factors which play major roles in decision making processes of business firms regarding where and how to set up their call centers. Depending upon the types of services offered by the service providers, it can be divided as either business to business (B2B) or business to customer (B2C) call centers. This blog aims at elaborating upon B2B services, their types as well as their significances.

The core function of B2B call centers is to develop an exchange of products, services, and/or information between two business firms rather than between business and customers. Recent era has seen emergence of huge number of business to business service providers across the globe. The emergence of huge number of business to business service providers has occurred because of the benefits and advantages that B2B service providers possess. Business organizations are usually laden with so many tasks and challenges, which may include products manufacturing, implementing marketing campaigns, maintaining business data, and ensuring safety and security of employees among many other things. Accomplishing most of these tasks require heavy investment of resources, time, and energy. Moreover, business organizations shall also have to hire specialized business professionals or employees who can help them in accomplishing these tasks effectively. Usually business organizations find it difficult or they run short of resources and energy; therefore, they seek help of specialized service providers or business process outsourcing firms. These business process outsourcing firms, especially business to business service providers, have pool of efficient employees who help business firms in accomplishing varied business tasks which business organizations often find difficult to do.

The services offered by B2B call centers can be classified into two types: inbound services and outbound services. Broadly speaking, inbound services are rendered when a company’s customers or users of their products and services call or contact the company to enquire about some products and services. Sometimes customers also have issues or complaints about the products and services that they recently purchased or availed from a company, and they want to register their complaints or resolve their issues. Inbound service providers facilitate these customers with direct conversations with the company’s representatives so that their issues can be resolved or complaints can be registered. These inbound service providers have efficient and knowledgeable pool of employees who help the customers in resolving their queries and qualms, and also guide the customers with the appropriate procedure to register their complaints. The inbound services are offered round the clock to the customers or end users of products and services of a company so that they can contact the company or the company’s representatives at the time of their convenience. One of the biggest advantages of inbound service is that it helps in implementing an effective after sales service for all the products and services that a company is offering to its customer.

Outbound services are usually availed by the companies which need help of expert business professionals or business vendors to perform various business tasks that the companies are laden with. The services offered by outbound service providers include telemarketing; lead generation; appointment scheduling with customers or clients; business data verification of employees, customers, clients, vendors, and/or business projects; as well as conducting market surveys and researches. The service providers which offer outbound services have professionally trained business professionals and sales executives who help business organizations in accomplishing all these tasks much more efficiently, in the most cost effective method. They use the latest cutting edge technologies and methods which can ensure that the company yields the desired results from every investment that it makes. These outbound service providers also make use of management software which can help the companies in gathering the data regarding the performance of their competitors in some particular geographical locations or areas. Several business firms and multinational organizations, which have outbound services by specialized business vendors or business process outsourcing firms, have experienced sudden improvement in their revenue generation capability. This helps business organizations in maximizing profit, which is the ultimate goal of any business firms or organization.

Considering the advantages of B2B call centers, business organizations must be looking forward to availing their services to accomplish the business tasks much more efficiently in the most cost effective method.