Opinion Research Call Centers vs. Customer Support Call Centers

Opinion Research Call Centers vs. Customer Support Call Centers

Opinion Research call centers collect data for a wide variety of agencies, including universities, private businesses, government agencies, media organizations, non-profit groups, etc.  They collect statistical data, conduct election and issue polls, and perform market research.  These data collection efforts can help companies create business plans, determine how to launch a new product or service, or how to fine tune existing products and services.  It can be used to determine which portion of the population will purchase a product/service or how it votes for a particular candidate/issue, based on variables like age, gender, location and income level.   The call centers who gather this data are typically outbound.  No sales efforts are associated with this type of call center work.  Western Wats is this type of call center.

Customer Support call centers are designed to provide product information, tech support, or customer service for a variety of agencies, including private businesses, government agencies, media organizations, non-profit groups, etc.  Petitioners contact these centers when in need of assistance and often want a human being to resolve their concern.  These call centers are typically inbound.  Many of these call centers offer “maximizing” or “up-selling”, in which they are required to offer an additional product or service to the petitioner.