Global Call Centers
Do you know what a call center is? Call centers are an office which exclusively deals with telephone inquiries and can deal with several types of business complaints at once. Global call centers are the United States, Canada, South Africa, Africa, Europe, Latin America, The Philippines, Asia Pacific, India, Pakistan, and the Middle East. Many call centers around the world have highly educated agents but at a lower rate in comparison to the U.S. and Canadian call centers. U.S. call centers are especially competitive on high-level applications. Global call center agencies offer excellent services including:
Inbound call center.
- Outbound call center.
- Help desk
- Customer support.
- Order taking.
- Appointment setting.
- Technical support.
- Market research.
- Back-office processing.
- Direct response.
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United States Call Center
The call center in the U.S. offers inbound or outbound telephone calls. The inbound call centers generally deal with customer service and facilitating customer inquiries or complaints. Outbound call centers include occupations such as telemarketing, market research, and the seeking of charitable donations. Most companies have been outsourcing United States call centers for more than 30 years, and almost 50% of the company’s activities are U.S. based call centers. They are well known to conduct everything from B2B telemarketing to inbound order taking and customer support.
Canada Call Center
Canada call centers are excellent in outsourcing partners and can perform a variety of applications that include: lead generation, technical support, customer support, B2B sales, order taking, appointment setting and back-office processing and many more. When you require outbound or inbound customer support, call centers are a great choice to consider. Companies have been outsourcing for at least 2 years, and the call centers in Canada are generally 10%-20% less expensive than the U.S. agencies but with a similar level of service.
Africa Call Center
For the last 4-5 years, African call centers have increased in popularity. One major reason why African call centers are so popular is down to the fact that call rates have been reduced. Call center agents can be based in a variety of locations such as Tunisia, Kenya, Mozambique, Botswana, Ghana, and others. It’s an excellent choice of outsourcing that requires English, Spanish, French, German, and Italian speakers. The African call centers are around 30%-40% less than U.S. call centers. Nevertheless, they are an excellent application for B2B lead generation, B2B sales, consumer sales, technical support, customer support, back-office processing, order taking, appointment setting, and much more.
Europe Call Center
The subcontracting to Call Centers in Europe, which are Bulgaria, Hungary, Poland, Czech Republic, Germany, Italy, France, Spain, UK, and Romania (to name a few) has been thriving in recent years. Europe has many multi-lingual nationals, and as a result, European call centers can be ideal for a host of businesses with a wide variety of customers around the world. Call centers in Europe are 30%-40% less expensive than U.S. call centers and similar to the African call centers. The European call centers are an ideal choice for B2B lead generation, B2B sales, consumer sales, technical support, customer support, back-office processing, order taking, appointment setting, and much more.
The Middle East Call Center
Subcontracting to call centers in the Middle East has become vastly popular in recent years, with countries such as Egypt, Israel, Turkey, and Dubai leading the charge. The success of the Middle East call centers is down to the fact that internet calls have become cheaper and more bilingual individuals being available. The call center is less expensive by 30%-40% compared to the U.S. call centers. They are also an excellent choice for B2B lead generation, B2B sales, consumer sales, technical support, customer support, back-office processing, order taking, appointment setting, and much more.
Latin America Call Center
Call centers in Latin America often offer the best of both worlds for companies in the U.S. They provide low rates that are 40%-60% discount and have many qualified agents. Some of the call centers are Costa Rica, Panama, Brazil, Mexico, Argentina, The Dominican Republic, Guatemala, Belize, El Salvador, and Jamaica. With the rise of bilingual agents in Central and South America, it has allowed greater success. The call centers are an excellent choice for sales and lead generation, as well as technical support and customer service.
South Africa Call Center
When in need of a multilingual call center partner with access to plentiful, low-cost agents for customer support or sales, then the South African call centers are the best option. The call centers have been thriving in recent years. South African call centers are world-class by supporting customers using multiple languages. They are generally 20%-30% less expensive than the U.S. call centers.
Asia Pacific Call Center
Call centers within the Asia Pacific region include Singapore, Korea, Vietnam, Australia, China, and Japan. The call centers within the region are multiplying with local economies and are handling applications involving the U.S., U.K., and Europe. Regional financial, manufacturing, technology, and businesses services for native language companies are also handled. Millions of agents provide customer support and sales for Asian clients, as well as western clients, moving into APAC region due to low costs, high local growth, the emergence of the internet, and the large group of educated agents. The call centers offer the same services as the other call centers globally.
The Philippines Call Center
The Philippines call centers have more than one million agents employed providing customer support and sale for clients in the U.S. and other western countries. This has been made possible by the low cost, close historical connection to the U.S., reduction in telecom rate, the emergence of the internet, and the large group of educated agents in the Philippines. It has a high percentage of English speaking citizens with accents similar to the Americans. Also, the call center offers the same services with other call centers.
Team-building Exercises To Improve the Morale of the Workforce
Call centers have lots of people in the offices, and as such, situations can arise where colleagues don’t have a positive relationship. While most call center agents are busy working for most of the day, there are breaks and occasions where interaction is likely. You want to ensure it’s a calm and healthy working environment, and team-building exercises may be required. Here are some activities to consider using for your call center team:
- Office Olympics: competitive sports encourage team bonding and build morale in the call center. Choose a variety of games suitable for all people of all sizes, shapes, and age. Games can include handball or basketball competitions, sack races, darts, balloon legs, and indoor bowling. Conduct the games over the course of a week and keep score, so the winners are rewarded.
- Trivia Quiz: create a quiz where the team has to interact with one another to find the answers. Work-related questions can be included, and a good range of topics for the questions can be a useful idea also.
- Dress up/Theme days: this one is the best of all because you get the call center agents to dress up for themes such as movie stars, Halloween, their favorite footy team and much more. It’s a fun way to spend the day, and it’s a nice way to get everyone involved in coming up with new ideas. You should ensure that everyone gets involved including the bosses and give some prizes to the best-dressed individual.
- Baby Photos: last but not least is the baby photos activity. It works by asking all agents to bring a photo of them when they were young; all photos go on the wall with a number beside them. Agents write down the name of the agent that matches with the photo on a piece of paper and see if anyone guesses right. Prizes can be given for correct answers.
- Play Poker: A great way to get a better understanding of how your team function, is with a friendly game of poker. Be careful though, if you do decide to play online poker as part of a team building exercise, then make sure that it doesn’t get too competitive, as it could have the opposite impact to your team.