India has become an attractive destination for organizations that seek outsourcing their call center services. Over the last many years, organizations have either set up their call center establishments, or transferred their operations to specialized external vendors or companies offering help desk services in India, to enhance their operability, productivity and reputability in the commercial and industrial domains.
Through outsourcing, organizations have been able to save time, money and resources that they have utilized in the conduction of important business operations; like production and manufacturing of goods, and identification of changes to be implemented in the business model for catering to the needs and requirements of the customers by offering improved support.
Risk sharing is another factor by which organizations benefit – in addition to transferring part of their operations, organizations can also share the accountability associated with these tasks with the external vendor, allowing the organization to focus more on other business activities.
India’s reputation of offering quality service provision can be attributed to several factors. The most pivotal of these is that not only has the service provision been designed to meet customer expectations and provide them quality support, but that it also covers several avenues; which thereby helps acquire a larger and broader customer base and maintain healthy customer retention.
The call center industry in India took the world by storm in 2005. India employs forty percent of the overall one million people that are working in the international call center industry. Moreover, the country also generates sixty three percent of the total Business Process Outsourcing (BPO) offshore revenue. Over the last few years, several multinational corporations and organizations have established their call center offices in India.
Services of a call center India provides can be classified as inbound and outbound services. Inbound services are provided to customers when they call with their queries and concerns, and are seeking support. The required support can be regarding the product they have either purchased or are looking to purchase.
Outbound services, on the contrary, are provided when call center agents and/or executives call customers to inform them about the launch of any new product in the market, or update when the particular product/service has been upgraded to include more features and facilities. Advertising, marketing and promotion of products are achievable through outbound services.
Some of the types of inbound services are inbound sales, technical troubleshooting and help desk. An inbound call center that provides help desk services – also called as a help desk call center – provides customers the required information they are seeking regarding a particular product or service. Inbound service provision is further supplemented by facilities like twenty four hour answering services and data verification services.
A twenty four hour answering service provision enables an organization to offer support round-the-clock; helping up customer experience, and giving the customers the ability to call with their queries and concerns as and when they require.
Through data verification services – which are offered when customers are living at a distance and therefore aren’t able to provide a hardcopy of the required information – organizations are able to maintain accuracy, completeness and consistency in the data. This service is made use of by companies that require their customers to make payments through electronic checks.
Outbound services, an integral part of the services of a call center India offers, are of several types – these include appointment scheduling, telemarketing, lead generation, and market research and survey. Telemarketing allows organizations to remove the task of hiring sales personnel, which further helps them in saving money.
It is through monetary profits that an organization is able to enhance its productivity and expand its operability in the commercial domain. Market research and survey gives the organization a chance to gather feedback which helps them create an improved business model to provide better customer support.
The reputability of call centers in India can also be credited to the efforts that have been made by the government. It has allowed a smooth import of capital goods, while also providing an enhanced infrastructure in terms of transportation and communication systems.
The workforce employed, furthermore, adds to the value of Indian call centers. The agents and executives that work in call centers in India are qualified and skilful, in addition to being proficient in handling several customer calls with ease and eloquence. They are knowledgeable and well informed about the products they have been tasked to sell; this helps in significantly improving customer experience and satisfaction.
Through an efficient service provision, a workforce that is qualified and knowledgeable, and utilization of cutting edge and the latest technological tools has enabled call centers in India to reach the zenith of success and glory. Corporations and organizations that have outsourced their call center operations to India have achieved tremendous glory and prosperity, and continue to accomplish their long term goals.
