The priority of just about any profit-oriented business is their customers. In fact, the usual saying in the field of business is none other than “the customer is always right”. The importance behind the development of good intrapersonal relationships between the customers and the business serves a great many purpose – by interacting with customers, receiving their feedbacks and complaints, businesses are not only capable of grasping their situation in the market, but can also understand of the strengths and weaknesses of their products, thereby ultimately succeeding in increasing their sales and profits. Furthermore, a business that is capable of treating its customers appropriately has a better reputation and dignity in society, which also greatly helps towards achieving the goals and objectives of the business.
With such an importance placed behind customer relationships, it is natural that any and all businesses would wish to devote themselves to establish better relations. To this end, since about the latter half of the twentieth century – together with the advent in technology and the development of telephones, computers and the internet – there have been units within businesses which are especially tasked with the sole purpose of interacting with customers. Today, these units or departments have come to be known as call centres – centralised offices within a business which have a number of employees to deal with ingoing and outgoing calls and other communications related to the business.
Naturally, call centres – due to their very nature – require a large number of employees to solely focus on engaging customers all day; while this is no doubt an easy task for large scale business, which, with their large employee base and funds can easily support a call centre, the case is not exactly so for the smaller scale businesses. Smaller business, who can’t – or rather, do not have the financial background to create this sort of a call centre to manage their customer relationships, have been able to find alternative methods to deal with the issue nowadays. In fact, a popular call center solution is the use of Interactive Voice Response services.
Interactive Voice Response services (also known as IVR services in short form), are basically the use of computers to interact with customers – the computers essentially act as replacements for the employees within a call centre and handle all communications of the business with the customers. Another method, which is somewhat more expensive, is the outsourcing of all communications related to customers to an unrelated, third party agency. The third party agencies used under this method are usually called as outsourcing call centres.
All in all, no matter which method businesses use, the fact that each business strives to maintain good and fruitful relationships with their respective customer bases does not, ultimately, change.