To develop a successful business and make informed decisions, company managers must have up-to-date information about the market, competitors, consumers, etc. Of course, one can rely on intuition or, as they call it, on an entrepreneurial instinct. Nevertheless, intuition has little use in matters that require accurate data to solve. Since the quality of the decision depends largely on the accuracy of the available information. The wider is a company's product line, the more research, and operational data it would need.
One of the most effective options is using call center research. Experienced marketing research operators have effective communication skills and can establish contact quickly. They can win the respondent over, get them talking, and, as a result, discover the required information. Thus, the following kinds of data can be discovered with the help of the market research contact center:
In this article, we will discuss outsourced call centers and the services they provide, particularly market research services.
A classic call center is a dedicated customer support department that handles incoming and outgoing calls with specially trained agents.
The first automated call center appeared in the 1950s in England. It was founded by the Birmingham Press and Mail telephone company. The mechanical switching devices already allowed distributing the incoming and outgoing calls between live operators depending on the load. With years, the degree of automation only rose. Modern outsourcing service providers offer highly effective and secure AI-supported cloud appliances for their customers' convenience.
In general, most call centers provide the same range of services. Let us review the major ones.
Conducting marketing research includes several important preparatory steps. First, it is necessary to determine the study's key objectives. Based on the goals, a method of implementation is chosen. Next, the general population is determined (the general population consists of representatives of a certain group, carriers of some important attribute). Finally, a sample (a smaller model of the general population) is selected.
For example, it can be married women, 25-45 years old, with middle and higher income levels, playing sports on a regular basis at least twice a week. The more exact the sample, the more respondents (opinions of which must be discovered during the survey) are required to make results sufficiently reliable. If gender and age parameters are important to us, then it will be enough to interview 400 respondents. If it is necessary to add one more feature, another 200 people must be added to the sample.
| Survey sample size | Confidence interval, % |
| 2000 | 2 |
| 1500 | 3 |
| 1000 | 3 |
| 900 | 3 |
| 800 | 3 |
| 700 | 4 |
| 600 | 4 |
| 500 | 4 |
| 400 | 5 |
| 300 | 6 |
| 200 | 7 |
| 150 | 8 |
| 100 | 10 |
| 50 | 14 |
Before contacting a respondent, a questionnaire or guide for the study must be drawn up. It must be prepared to take into account the company's marketing and business goals. You can do it yourself or attract a respective expert with relevant experience.
It is important to keep in touch with customers by monitoring the quality of their experience, tracking their level of satisfaction with goods and services, receiving relevant feedback, etc. This will help make the company competitive and ensure revenue growth.
If the company employs an internal contact center, it must invest in infrastructure, employees, staff training, and many other issues. According to a study by Market Research, the organization of an in-house call center requires about 50-70% more funds. Market research outsourcing allows for saving investments and time, as well as avoiding additional operating expenses in the future.
Every company strives to develop and expand, improve customers' experiences, and meet their expectations as best as possible. This is dictated by market conditions and competitive pressure. Statista research evidences the main growth drivers for contact centers around the world.
Thus, 85 percent of the service providers in the call center industry stated that customer experience and expectations are the main driving force behind the development of their organization. The criterion of customer service improvement is in second place with a result of 78 percent. Only a bit more than half of the companies (56%) mentioned business growth.
We can conclude that any successful outsourcing vendor must meet customer requirements in order to occupy a high market share. Consequently, companies that offer market research call center services, due to their ever-growing experience and competence, provide better results than most of the in-house departments with similar functions. Moreover, taking into account the efforts spent, contracting the outside call center is much more profitable, both in terms of resources and the quality of the result.
The cost of call center services can be calculated in two ways. The first payment option (hourly rate) is charged according to the time call center employees spend serving calls. In the second case, the payment is assigned according to the results measured by KPI (key performance indicators).
The price of a specific call center market research can be charged through two types of payments - preparatory and monthly:
Other factors influence pricing, such as whether the contact center's work schedule involves early morning or late evening calls, weekend or holiday shifts, etc.
All these pricing features are individual and may differ for each separate call center.
Simple Contact has more than 400 trained employees with college degrees at least. This indicates their ability to quickly and efficiently assimilate knowledge, which is important as operators must have a full understanding of the business processes before starting to work on the project.
At the preparation stage, agents additionally develop the skills needed for a specific project. Qualitative teachers conduct the training. The company has about 20 dedicated trainers, each with its own specialization. All our employees also regularly practice English with native speakers.
Thanks to our customers, company employees have gained expertise in telecommunications, financial services, aviation, e-commerce, and retail over the years. Having mastered these areas, we can now confidently cope with projects of any complexity.
One of the most interesting cases was cooperation with the airline. The agency set a goal of ensuring an increase of at least 30% in airline ticket sales. During the project, 80 operators served customers in three languages. Customer support was available 24/7, and about 2,300 incoming calls were answered.
The importance of marketing research in modern business cannot be overstated.
Its main goal is to reduce the level of uncertainty in the category and provide information for competent decision-making. This can be done by analyzing the market, competitive environment, consumer preferences, and brand familiarity. The objectives of various marketing studies are numerous, individual, and depend on the goals of a particular company.
The call center is an effective basis for polling and questioning. By virtue of experience and communication abilities, operators become the brand's strongest agents. They can easily involve the interlocutor in an open conversation and receive honest answers, gathering robust marketing data for analysis.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
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