How Inbound Call Center Companies Aid Businesses In Strategic Business Transformation


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Call center companies partake a crucial role in businesses’ transformation. Companies that acquire call center services would know how helpful it can be. For those that don’t, they might still wonder if it does help in reforming a business.

But which one is better? Outbound vs inbound calls, what call center service would actually help businesses transform the way they want?

Both services are actually really helpful. Each has specialty and expertise that could help a business when going through a transformation. While inbound call centers might be more advantageous in reaching out to customers, outbound call center services like telesales, lead generation, and telemarketing can also help companies in their strategic business transformation efforts.

Types Of Strategic Business Transformation And How Inbound Call Center Can Help Them

Deloitte posed a question in one of their articles stating, “How do we ensure that the transformation goals and objectives support our business strategy?” It is hard for companies to actually go through a business transformation without risking a thing. However, development and innovation have always been a part of doing business.

Here are the types of transformation companies go through:

1.Growth – This type of transformation is when a company branches out of its usual products and services. Some of the huge corporations that have expanded their services include Netflix, Google, Apple, and Amazon.

Role of inbound call center: An inbound call center company can assist the business with its information dissemination efforts. For instance, a call center agent who handles an order taking or inbound sales account can introduce the new product through cross-selling or upselling. As a result, the customer will become aware that a particular product or service exists and may even avail it on the spot.

2. Downsizing – Not all companies can sustain a promotion or a product. A good example of this is the hospitality industry which always need to go with the trends. Companies often undergo this transformation to improve their processes or as a cost-cutting measure.

Role of inbound call center: With the help of inbound call center companies, these businesses can notify their consumers that they have stopped producing a certain product or service.

3. Mergers – Acquisitions of new companies and joining together are one of the most usual transformations companies go through.

4. Split-up – If there are acquisitions and mergers, there is definitely splitting up of companies and ending of partnerships.

Role of inbound call center: Numbers 3 and 4 have the same effects on customers. Inbound call center representatives will help companies tell their consumers that they have acquired or let go of partners. Trust is very important when it comes to the relationship between customers and the brand itself.

5. Change – In a 2014 study, Roland Berger noted in a research that more than two-thirds of companies are going through a transformation. They want to ride with the waves of time and technology to adapt to their consumers’ needs. Just like these businesses, many pharmaceutical companies have gone through and are currently going through a transformation.

Role of inbound call center:
With the services of inbound call center companies like live chat support, online customer service, claims processing, and order taking, Pfizer, a known huge pharmaceutical company that went through a digital transformation, has succeeded in doing so. They accommodated most of their customers on the internet. In Europe, the company connected their healthcare professionals with sales representatives through a virtual channel. They have also created webinars that their customers can attend on their own free time. They also set up email support in Germany because that’s what their customers wanted. It was a big risk that they took. But things ended well for them.

It is important to note that changing vision, mission, technology, system, or process of any kind will have an effect on the external and internal affairs of a company. However, with the help of inbound call center companies, some things will be easier.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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