Attractive call centre agent with a headsetProduct fulfillment businesses often use a call center to improve their business; it’s a necessary tool for quality delivery. Luckily, having a strong call center isn’t as tough as one might think. Here’s what you need to know to run a successful call center.

Services and Sales

Call centers have two primary duties: customer service and sales. The former is the most important; if you have an order fulfillment center, you have to make sure those orders delivered, otherwise you will be contacted by upset clients looking to resolve the problem.

Your call center should be in constant contact with your order fulfillment center in regards to client information on the database—while paying respect to client confidentiality, of course. It’s also good for your call center to have access to your warehousing and distribution information as well, so they can quickly respond to customer queries, such as which products are available and how to ship replacements.

In regards to sales, it’s an inbound sales team that usually handles catalog orders or promotions using a script and a specific method of closing sales. Today’s call centers even use algorithms that measure how to make the most sales and which techniques are the most effective.

Location, Location, Location

Thanks to current telecommunication technology, call centers don’t even have to be in the same location as the rest of your business. By hiring a call center service firm, you can give yourself more time and energy to focus on your business’ day-to-day operations. However, note that this will require quality databases for them to connect to and the necessary budget to fund such an operation.

When it comes to where your outsourced call center should be located, consider places with heavy product fulfillment activity such as one of the many call fulfillment centers in Florida. That way, customers are receiving assistance from call center representatives in close proximity to the source of many of your products.

Need solutions to your product fulfillment problems? APS Fulfillment, Inc. has the knowledge and services to make your direct mail and product fulfillment ventures more successful. Contact APS Fulfillment, Inc. by e-mail at [email protected], visit their web site at, or phone at (954) 582-7450.