A Call Center’s Importance Varies By Industry

Posted on : 16,Aug,2017

3 women wearing headsets in a call center world map in the background

In industries where customer service and high call volumes are expected, call centers offer an invaluable service. It’s safe to say that any company can benefit by having a team that specializes in handling customer questions or complaints, as well as taking and forwarding messages in a timely manner.

Call centers offer cost-effective support for inbound and outbound customer communication through voice support, live chat support, email management and mobile SMS/text.

The value of using a call center differs from business to business. Here are some examples of how a call center’s importance varies by industry.

Banking, Insurance & Financial Services

For these businesses, a call center can provide year-round, 24-hour customer service for a range of requirements, including the following:

  • cross-selling
  • up-selling a portfolio of products
  • capitalizing on marketing opportunities beyond traditional physical markets
  • offering targeted promotions for different audiences

A call center enables banks, financial services and insurance companies to keep the lines of communication with valued customers open throughout the year and maximize their satisfaction with these businesses.

Insurance companies depend heavily on the exchange of information over the phone with a large number of customers. Insurance companies that use call centers include companies that supply life, property, car and health insurance. The call center provides claims information, customer service, answers business inquiries, conducts sales transactions, does telemarketing and handles policy revisions for the insurance company.


For the retail market, call center functions include:

  • marketing research
  • lead generation
  • marketing campaigns
  • customer inquiries and complaints
  • catalogue sales
  • customer service
  • telephone orders
  • direct response order processing

The retail sector continues to use call centers for both inbound and outbound calling.


Government services, including local, provincial and federal offices, motor vehicle bureaus, social security offices, unemployment insurance offices, police stations, prisons and public libraries, use call centers for processing claims or applications for:

  • unemployment insurance
  • social security benefits
  • driver’s licenses

As well as:

  • information services
  • filing for jury duty
  • lottery services

In order to remain relevant in today’s fast-paced world, more and more public libraries are directing telephone traffic to knowledgeable staff at a call center in order to allow staff more time to help people in the library.

Incoming calls may be circulation-related, including placing holds, renewals, and reviewing accounts for fines and lost materials.

Travel & Transportation

Hotels, motels and resorts use call centers so customers can make reservations and request special quest services, resources and information.

Airlines, train and bus companies use call centers to distribute flight information, take reservations and provide customer service. Car and truck rental agencies use call centers to allow customers to make changes, cancel reservations, get support for road service problems and make billing inquiries.


Telephone companies and tele-communications manufacturing companies use a variety of call center applications. These applications include requests from customers for telephone service, phone bill inquiries, payments and adjustments and requests for information.


Health institutions invest in call center technology because it enables them to be as cost-effective as possible when it comes to billing and other features of health care.
Call center applications for medical institutions include:

  • patient bill inquiries
  • pharmaceutical purchases
  • billing
  • scheduling doctor appointments
  • scheduling diagnostic examinations
  • scheduling laboratory tests
  • sharing medical and financial information
  • providing medical advice
  • collecting payments

Financial losses due to insurance claim denials can be countered by outsourcing medical billing to a call center that will streamline the claim processing and minimize claim rejection or denial.

Debt Collection and Recovery

Sometimes, customers find themselves in a situation of increasing debt. Consequently, they put off payments and outstanding bills pile up. This puts businesses in the position of trying to retrieve what’s owed them and that can lead to a distraction from business goals and a waste of time and money.

By outsourcing debt collection to a call center, companies can improve their efficiency by streamlining and improving the process and reducing the burden of bad debts. Debt collectors at a call center undergo meticulous pre-process training and on-the-job training to equip them with the skills to understand a customer’s circumstances and deal sensitively with the situation.

Debt collection involves relating to both the call center client and the indebted customer, so that the reputation of the business is never negatively affected. Such services are ideal for the banking, financial services, insurance and telecommunications industries, to name a few. Businesses realize cost savings while increasing their returns.

Call center debt collection services can include:

  • Early and Late Stage Debt Collections – On your business’ behalf a trained agent can contact customers who have defaulted on payments and offer them options in debt restructuring.
  • Dispute Management and Resolution: Call center debt collection agents are trained for dispute management and resolution to ensure the best possible outcome for your business.

Any company can benefit from the services of a call center. While some may only need back-up service, others require 24/7 personalized assistance. It all depends on a company’s needs.

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