Over the past several years, India has acquired the reputation of becoming one of the most popular and sought after destinations for organizations looking to outsource their call center operations. Outsourcing, as a practice, enables organizations to transfer part of their services and/or tasks to an external vendor. This helps organizations save time and money that they can direct into the execution of core business operations like production and manufacturing of goods, and identification of changes to be implemented in the business model to better cater to customer needs and requirements. Organizations and multinational corporations that have outsourced their call center operations to external service providers in India have witnessed tremendous growth and success in the commercial and industrial sectors.
The quality of service provision of a call center India provides relies on several factors – the most empirical being achievement of maximum levels of customer satisfaction and experience. Customers should not be offered services that are substandard, as that can negatively affect organizations. This could lead to a lower generation of business revenue and profit. It is through monetary benefits that an organization can enhance its operability. Moreover, poor service provision also affects an organization’s customer retention. Losing customers can be a worrying sign for organizations, which could impact their reputation in the market. Customers rely heavily on an organization’s reputability before deciding to invest their time and money.
The call center industry arrived in India several years ago, but gained a stronghold in 2005. Since then, India has impressed organizations and multinational corporations in terms of its service and support provision. Almost forty percent of the overall one million people employed in the call center industry globally work in Indian call centers. The impression that India casts in the call center industry can further be exemplified by the fact that it contributes to sixty three percent of the overall offshore Business Process Outsourcing (BPO) revenue.
While call centers in India provide an array of services, these can be classified into two categories: inbound and outbound services. Certain call centers offer a combination of these services to up their productivity and enhance their operability in the commercial and industrial sectors.
Inbound services are provided when customers call with their complaints and are seeking appropriate support. These complaints can be regarding a product they have either purchased or are looking to purchase, or a service they are availing. When customers call, they are first provided basic and generic information before their call is directed to an appropriate call center executive who provides the required support. Some of the examples of inbound services include inbound sales, technical troubleshooting and help-desk.
The efficiency of inbound service provision is supplemented by facilities like twenty four hour answering services and data verification services. Twenty four hour answering services allow customers to call as per their convenience, enabling a round-the-clock support provision. This significantly ups customer experience and satisfaction, helping organizations earn an impressive reputation in the commercial sector. Data verification services are made use of in transactions where companies ask their customers to provide electronic check payments. It is significantly useful in circumstances where customers are living at a distance, and therefore are not able to provide a hard-copy of the required information.
Outbound services are offered when call center agents and executive call customers to inform them about any new product that has been introduced in the market. A few examples of outbound services are lead generation, appointment scheduling, market research and survey, and telemarketing. Of these, telemarketing is the most popular constituent of outbound service provision. Telemarketing allows organizations to eliminate the task of hiring sales personnel, which further helps them by saving money that can be channeled into core business activities. Through market research and survey, organizations can gather feedback that they can use to create and improve their business models. This can enable them to cater better to the customer requirements.
In addition to an effective service provision, the quality of customer support of a call center India offers is supplemented by its workforce. It is empirical that the call center agents and employees are highly qualified and skilful. Additionally, they should be proficient in handling multiple customer calls with ease and effectiveness. The workforce should be knowledgeable and well informed about the products they have been tasked to sell; as customers should not be made to feel they are being serviced by agents and executives who have not been trained properly. Eloquence is an attribute that goes a long way in achieving the highest levels of customer experience and satisfaction. Customers should feel comfortable while conveying their complaints and concerns.
India has acquired an impressive reputation in the call center industry in the recent few years, which has made it one of the most sought after attractions for organizations who want to outsource their call center operations.