18 types of call center services
                     18 Types of Call Center Services
shared by: OBP Call Center Australia
Overview
Customer service has become highly important as more people transact online 
these days.
The need to have access to support representatives and different types of 
customer service has become important in not only troubleshooting different 
issues that your customers face while dealing with your business, but it is also 
highly essential in growing the relationship between you and your customers. 
In this article, we discuss what are the types of call center solutions that can 
enhance your relationship with your customers and the advantages of having an 
effective team behind your customer support.
Inbound Call Center
1. Customer Service Hotline – a direct line for inquiries
2. Help Desk – service providing information & support to computer 
users
3. Technical Support – technical support for products or service. 
Inbound Call Center
4. Inbound Sales – calls from potential customers with the intention 
of selling products which similar to what they are looking for.
5. Order Processing – commonly used for e-commerce, where 
customers call directly to buy a service or product.
6. Dispatch Services – to connect customers to a specific specialist to 
address the concern as soon as possible.
Outbound Call Center
7. Telemarketing / Cold Calling – call to potential customers to sell 
products & services.
8. Lead Generation / Warm Calling – calls to previously interacted 
client from different channels, usually has higher conversion rates.
9. Market Research – an outbound call that involves getting to know 
more about your potential customers and looking into their 
perspective to resolve issues, improvement in marketing, & etc.
Outbound Call Center
10. Customer Follow-ups – commonly used for businesses with 
recurring billing systems and payment reminders.
11. Customer Retention – outbound calls that offer special perks & 
additional services for existing customers.
Non-voice support
12. Email Support – refers to providing outbound or inbound type of 
call center support via email. 
13. Chat Support – is an inbound call center support medium that can 
instantly provide support to your customers who are probably 
browsing through your products & services for immediate queries. 
14. SMS Support – commonly used for telemarketing or to promote 
your products & services directly to a database of mobile subscribers.
Automated Processes
15. Voicemail – allows your customers to leave their queries on the 
line and can be attended at a later time. 
16. Email Management – is one of the varieties of call center that is 
automated, where your business can send out automated emails or 
direct certain inquiries to the right personnel or experts that can help 
your customers further.
Automated Processes
17. Interactive Voice Response (IVR) -  re automated replies and 
distribution of information over the phone. This is usually prompted 
by the customer when they are looking for something specific.
 
18. Appointment Management - is an automated service that helps 
your customers easily book appointments with your services or 
products. This also helps your inbound and outbound agents to plan 
their schedules and attend to customers more effectively.
Thank you!