India is one of the developing countries which have a huge percentage of the population as a youth. In a country like India, fewer job opportunities drive to setup more call centers and provide support to enterprises and SMEs. The basic qualification for a job in a call center in India is graduation. Thus, it is easy for the youth to get a job in call centers. Business process outsourcing organizations (BPO) hire employees and assign them projects of different clients.
Call center employees are known as professional agents. These agents handle the customers of different clients with managing their queries with utmost care and conviction. The agents play a pivotal role in providing the right information to the customers and guide them to go the right way. They preach the customers about the products and the services and build an image in front of the customers.
A call center in India is considered as the backbone and tries to get some business for the respective enterprises or SMEs. Call centers play an important role because they serve and provide the resources that work on behalf of the organization. In most of the cases the clients hire call center services because they can’t afford to hire their own resources who can manage their customers. Thus, they depend on the experts who can focus on the customers’ requirements and assist them to select the right kind of services or products.
There are mainly two types of processes in a call center India. These are inbound and outbound calling process. For the inbound calling process, agents receive calls and guide the customers or help them to resolve their issues. As an outbound calling is concerned, agents make calls and run surveys, or preach the customers about the products and the services.
It depends on the organizations, which kind of processes they select that help and leverage their business. A call center in India is a bridge between the organizations and the customers. In most of the Indian call centers, agents are being trained about the products and services before they start their operations.
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