A call center undeniably provides a platform to establish a communication channel of the relationship between a company and a customer. Simply put, the call center mainly handles customers' complaints and provides solutions to their problems. It is, however, reported that organizations having a global presence prefer to outsource call center services to those foreign lands where the cost of skilled, educated and experienced workforce is relatively lower. Obviously, India tops the chart and many global organizations have set up customer support centers in the country to cater to the needs of English-speaking customers residing in the European continent. However, the purpose of this study is not to evaluate call centers' operational strategies, but to highlight quality call center services in India that have brought a revolution in the BPO industry.
Call center services in India are purpose-built to meet and exceed the needs of global companies outsourcing their different important processes for improvement. Below are the concise details of quality services that are usually offered by call centers in India:
Inbound Call Center Service: This service enables a customer to contact a person directly on behalf of a company from where he/she has purchased a product or service. This customer places a complaint about the performance of the product or service for correction without waiting for the company’s representative to contact.
Outbound Call Center Service: This service is designed to contact customers and market products or services by utilizing multiple communication channels, including, email, online chat in addition to the voice medium. In layman's terms, this service plays a vital role in strengthening the presence of companies in the marketplace.
Telemarketing Service: Marketing of goods or services over the telephone has become a trend with the arrival of the BPO companies in India. Companies realize telemarketing services to be highly cost-effective and relatively result-oriented and such services can really help them to boost sales and improve clientele base.
Technical Support Service: This service focuses on keeping IT as well as electronic gadgets flawless in terms of performance and maintaining the productivity of IT professionals.
In addition, there are other effective services of call centers that can streamline any business processes with ease that include Computer Assisted Telephone Interviewing (CATI) service, disaster recovery service, email support service and chat support service.
