In the recent few years, call center outsourcing has emerged as one of the most sought after and popular practices for organizations who want to enhance their operability in the commercial and industrial sectors. Through outsourcing, organizations can save time, money and resources that can subsequently be channeled into the execution of other important business tasks. Some of these tasks are production and manufacturing of goods, and identification of changes to be used in the business model. While outsourcing – which is essentially the transfer of services to a third party external vendor in an effort to increase productivity – allows organizations to save resources, it also benefits organizations in terms of risk sharing. Not only can organizations transfer operations, but also the accountability associated with these tasks is shared with the external vendor. This allows the organization to focus more on core business activities. Some of the other benefits organizations can reap through outsourcing is generation of an enhanced revenue and profit, and earning an impressive reputation in the commercial domain.
India has emerged as an attractive destination for organizations and multinational corporations who are seeking outsourcing call center services. With an effective service provision, a qualified and skilful workforce that is also able to handle multiple customer calls with ease and effectiveness, and utilization of cutting edge and the latest technological tools has enabled India to earn a reputable name in the call center industry. Moreover, forty percent of the overall one million people employed in the call center industry globally work in Indian call centers. India also contributes to sixty three percent of the overall Business Process Outsourcing (BPO) offshore revenue. Much of India’s reputability can be credited to the efforts made by the government, which has generously allowed a smooth import of capital goods and also provided an enhanced infrastructure in terms of communication and transportation systems.
Through call center outsourcing, customers are provided a wealth of services. These services can be classified as inbound and outbound services. Some call centers offer a combination of inbound and outbound services to cater better to the needs and requirements of the customers.
Inbound services are offered to customers when they call with their queries and concerns regarding a product they have bought or are looking to buy, and are seeking appropriate support. Some of the types of inbound services are technical troubleshooting, helpdesk and inbound sales. When a customer calls in, they are provided basic and generic information regarding the product and/or service they need support for, before being directed to the appropriate call center agent who provides them the required support. Twenty four hour answering services and data verification services enable the supplementation of the quality and effectiveness of inbound services. Through twenty four hour answering services, organizations can ensure that customers will be provided a round-the-clock service provision; which helps in upping customer experience. Moreover, an uninterrupted flow of business activities also enables an increased generation of business revenue and profit. It is through the money that an organization earns that it is able to enhance its productivity and look to expand its name in the market. Data verification services are made use of when customers are living at a distance and are not able to provide a hardcopy of the required information. This service is utilized by companies who require their customers to make payments through electronic checks.
Outbound services form the second half of the call center service provision. They 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 any product that has been upgraded to include more features and facilities. Advertising, marketing and promotion of products – through which organizations are able to reach out to a larger customer base to sell their products – are achievable through outbound services. A few examples of outbound services include appointment scheduling, lead generation, telemarketing, and market research and survey. Of the several types of outbound services, telemarketing is the most preferred. It benefits organizations by helping them eliminate the task of employing sales personnel; this furthermore benefits them in saving money that can be used in other business operations. Through market research and survey, organizations can gather and collect feedback regarding their products and service provision from customers. Subsequently, organizations can create a business model in accordance with the changes they have been able to identify through the collected feedback.
Several factors come into play in determining the success and growth of an organization. While outsourcing call center services forms an integral part of the same, it is supplemented by an effective service provision module, a workforce that is knowledgeable, well informed and highly skilful, and utilization of technological tools to assist a better handling of multiple customer calls. Through these factors, organizations can reach the zenith of success while also being able to achieve their long term professional aspirations.