Organizations deploy services that cater to the needs and requirements of the customers. In addition to creating a service provision structure that covers several grounds – thereby servicing a larger customer base – organizations also regularly upgrade services to include more features and facilities. Service provision is an empirical tool that governs the operability and reputation of an organization in the commercial and/or industrial sectors.
Services offered by organizations, additionally, should also be designed to achieve highest levels of customer experience. It is pivotal that customers feel satiated with the services they are being offered. Providing substandard and dissatisfactory services can have negative consequences for the organization; and could adversely affect the generation of business revenue and profit.
The services designed by organizations are aimed to bring new customers into the business. However, one should also ensure that the support provision function sought by existing customers is not hampered. Losing customers regularly is a worrying sign for an organization; prompting it to look back, revise and modify their service provision. Customer retention is an important factor that influences the growth and reputation of an organization.
By implementing strategies that aim to enhance service provision, an organization can not only multiply their business revenue and profit generation, but also retain more customers and reach new heights of success, prosperity and glory.
Call centers in India provide both inbound and outbound services. Certain call centers, in order to maximize support and service provision – and thereby enhance business revenue and profit generation – provide a combination of both. Depending on the type of service offered, call centers are called either inbound or outbound call centers.
Inbound services are wherein agents and executives receive calls from customers who are seeking support for any queries or concerns they have regarding a particular product. Customers are provided generic information when they call; however, if the support sought is more specific, the call is directed to the respective agent who executes the needful. Inbound sales, help desk and technical troubleshooting are a few examples of inbound services.
Outbound services are provided where call center agents and executives call customers to inform and/or update them about any upgrade that has been made to services or products being availed by customers. Debt collection, telemarketing, and market research and survey can be classified as outbound services.
Much of the credit for the growth of the call center industry in India can be given to the government. It has allowed a smooth import of capital goods, provided a well developed infrastructure in terms of transportation and communication systems, and invested billions of dollars to support the growth.
The call center industry in India has grown enormously in the last decade. The service provision offered by call centers in India is unparalleled, making it one of the most sought after destinations for organizations looking to outsource their call center services. Several multinational organizations and corporations have outsourced their operations to India.
The first and most empirical factor that separates India from some of the other countries is its workforce. The agents and executives employed in call centers in India are qualified and highly skilful. Moreover, they are well trained to handle large numbers of customer calls with efficiency. Every organization endeavors to achieve maximum customer satisfaction. Through effective services provided by a workforce that is IT proficient, knowledgeable and well informed, India has surpassed some of the other Asian countries – like China, Malaysia and the Philippines – in terms of quality of support and service provision.
Call centers in India also utilize the latest tools in the field of technology to cater better to their customers. Better support is provided through backup systems, which ensure that an uninterrupted and round-the-clock service is being provided to customers; thereby allowing customers to call with their queries or concerns as per their ease and convenience.
Several factors are deployed by organizations to enhance their service provision and, subsequently, earn an impression reputation in the commercial and industrial sectors. Having a workforce that is highly qualified and is able to handle customer calls with ease and, more importantly, eloquence (for it is important that customers feel comfortable and at home while conveying their queries); utilization of the latest developments in the technological field; and servicing customers through a support structure that aims to achieve maximum levels of customer experience and satisfaction help organizations make their mark and accomplish their long term goals.