Effective and Efficient Service Provision through Indian Call Centers
The advent of the call center industry in India occurred in the early twentieth century. However, it has taken the world by storm in the last decade. Several organizations and multinational corporations have set up their call center establishments in India in order to provide their customers efficient customer support. Several factors can be attributed to India’s reputable name in the field of outsourcing. These include, but are not limited to, quality service provision, qualified and skilful workforce, and an efficient utilization of technology to handle several customer calls with ease. With India’s reputation of being one of the most sought after destinations for organizations looking to outsource their call center operations, more companies and multinational corporations are setting up their call center establishments in India. The services of a call center India provides are further supplemented by having state-of-the-art facilities that enables better catering of customer needs and requirements.
The quality of services provided by call centers in India can be highlighted by statistical data, which suggests that the sector has escalated by 38 percent since it arrived in India. In the fiscal year of 2006, as much as $7.2 billion worth of services were projected to be provided. Moreover, India employs almost forty percent of the overall one million people that work in the international call center industry.
Outsourcing has emerged as one of the most empirical practices taken on by organizations to enhance their productivity in the commercial and industrial domains. Through outsourcing, organizations can benefit on several fronts. Not only does the quality of services provided by call centers improve by adopting outsourcing, it also allows organizations to save time, money and resources that can be used in the execution of other important business operations. It also helps in maintaining healthy levels of customer experience, satisfaction and retention. Providing effective support is every organization’s primary objective, as failing to do so can motivate customers to seek services elsewhere. Risk sharing is another factor that benefits organizations that outsource their call center operations. While certain tasks of an organization are transferred to an external vendor, the accountability associated with these operations can also be shared between the two.
Call centers in India provides an effective services to the qualified and skillful workforce they employ. The call center agents and executives are knowledgeable and well informed about the products they are responsible for selling, as customers should not feel they are being serviced by a workforce that hasn’t been thoroughly trained. Moreover, they are adept and proficient in handling several customer calls with ease and eloquence, which is an important attribute. Customers should feel comfortable and at ease while conveying their queries and complaints regarding products they have either purchased or are looking to purchase.
Indian call centers provide an abundance of services. These services can be categorized broadly as inbound and outbound services. Call centers are also classified as inbound call centers and outbound call centers depending on the service they are providing to the customers. Certain call centers provide a combination of the two services to cater better to the needs and requirements of the customers and to provide effective support.
Inbound services are offered when customers call with their issues regarding a product they have recently bought or are looking to buy. When they call, they are provided basic information regarding the particular service and/or product before being directed to the appropriate agent who provides the required support. Some types of inbound services include inbound sales, technical troubleshooting and helpdesk. The effectiveness of inbound service provision is further supplemented by additional facilities like twenty four hour call answering services and data verification services.
Twenty four hour answering services give the customers the freedom to call with their concerns regarding products and/or services as and when they require. A round-the-clock service provision allows an uninterrupted flow of business operations — upping customer experience and satisfaction. Data verification services, on the other hand, are made use of when customers who are living at a distance and are seeking authorization for a particular transaction are not able to provide a copy of their information. This facility proves beneficial in situations where the customers are military personnel and next of kin who are based overseas.
Outbound services are provided when call center agents and/or executives call customers to inform them about the launch of any new product in the market, or when the product has been upgraded to include more features and facilities. Advertising, marketing and promotion of goods are easily executable through outbound services. Some of the types of outbound services are telemarketing, appointment scheduling, market research and survey, and lead generation.