The concept of Business Process Outsourcing (BPO) is not new to business. Several companies across different realms have been availing the services of specialized business professionals to perform various tasks. Business organizations operate their business with the aim of maximum revenue generation and organizational growth, and BPO firms have facilitated these business organizations in realizing their dreams. Recently, we have seen large number of multinational corporations and companies who have set up their call center establishments across globe to serve wide range of consumers in different geographical locations. To accomplish the greatest achievements, business organizations have to perform extremely well on different fronts, including products manufacturing, ensuring good qualities of products, proper marketing campaigns and promotional events of products, along with maintaining data of employees and getting feedback from customers. Organizational growth can only be achieved if business organization is competent and efficient in performing all of these tasks. As most of the business organizations are not blessed with unlimited resources and plenty of time to take care of all these, they tend to sub-allocate some of their tasks to specialized business vendors. Companies across various realms seek the services of specialized business vendors to sub-allocate some of its tasks so that it can focus more on core business. The idea behind sub-allocation of some of the spin-off tasks was to save resources and time, which would have been otherwise spent on performing the task which is not related to core business operations.

One of the most influential factors in determining success and growth rate of any business organization is the way it serves its customers. Business organizations focus on their core tasks of production and manufacturing, and they often pay little attention to providing nice experience to customers or users of their products and services. While no business organization can afford to compromise with the qualities of products and services, nonetheless it does not serve the purpose of organizational growth if companies fail to serve its customers in the best possible way. Business to business (B2B) call centers have professionally trained employees who develop direct communications with the users or customers of products and services offered by any particular business organization. These professionally trained employees of call centers are company’s representatives, and they make sure that all the customers of the business organization located at various geographical locations are contacted and provided nice experience. They assist in retention of existing customers as well as getting new customers to business organizations.

The services rendered by B2B call centers are of two types–inbound and outbound. Inbound services are offered to those customers or users of products and services who have complaints or queries for the same. Company’s representatives offering the inbound services are responsible for resolving the queries as well as registering the complaints. Companies must make sure that the representatives offering the inbound services are well educated about their products and services, which can further help them in effective technical troubleshooting as well as generating inbound sales. The major advantage of inbound services is round the clock availability of company’s representatives. It gives the freedom to customers of contacting the company’s representatives regarding their queries or complaints at the time of their convenience. This helps a lot in improving customers’ experience and satisfaction levels. The outbound services are offered when the agent or company’s representatives develop personal contact with the customers, mostly telephonically, to educate them more about the latest products and services launched by the company. They also inform the customers about all the new features and facilities that have been induced into upgraded version of the existing products. Company’s representatives try to make sale through those personal communications, thereby helping the company by reducing the costs incurred in advertisements, marketing, and promotions of these newly launched products and services. Moreover, outbound call centers also offer the services of appointment scheduling as well as generation of leads, which would ultimately benefit the sales team of business organizations.

There are variety of vendors who are providing the B2B call center services for different types of business organizations. They cater to different types of clients with wide range of customer base. Business organizations must evaluate the best suited vendors according to its needs and specifications. The areas that need to be properly analyzed before finalizing any vendor are reputability and performance of the vendor.

If any business organization is unable to provide good experience to its customers, then the downfall of that business organization is inevitable. Business organization must sub-allocate one of its most important tasks of proving nice experience to customers to B2B call centers, so that it can achieve what it aspires for–business expansion, organization growth, and getting broader customers’ base.