Call centers are an integral part of today’s businesses, employing millions of people worldwide and serving as a major source for companies of different industry verticals to build a relationship with customers. This is because businesses are committed to provide information and aid to existing and potential customers. This business scenario also resembles the Indian market where telecommunications and information technology are used as tools to perform information delivery functions. There is a revelation that the costs of telecommunications and information technology have reduced significantly, paving the way for call centers in India to emerge. The main function of the majority of these centers is to handle customer phone calls and such operations are referred to as inbound call centers, which are a topic of discussion.
Talking from India’s perspective, the growth of the call center industry with the inbound facility is phenomenal, contributing substantially to the progress of the country’s economy. As cited, the slash in costs of information technology and telecommunications has enabled call centers in India to maintain richer workflow, including increasingly intelligent routing of calls across agents and physical sites, automated interaction with customers while on hold, and call messaging that results in automatic callbacks to customers once an agent is available.
In recent years, call centers in India now serve as ambassadors for many organizations not only to promote their brands but also play a crucial role in customer acquisition and retention. A study by Mckinsey has revealed financial institutions generate up to 25% of new revenue from inbound call centers. So, it wouldn’t be wrong to say that Indian call centers offering services to global conglomerates now thrive more than ever in terms of revenue and customer service delivery capability.