I wish to tell u something about contact centers , because this is the most happening job opportunity in India presently.
Contact centres are human ’touch points’ within an organisation that are responsible for managing contact with customers. A contact centre can be a component of a service organisation such as a call centre, they may be a department within an organisation or they may represent a link within the supply chain.
Contact centres are a collection of people processes and technologies designed to support contact with customers or support a particular business function. Central characteristics of contact centres are that they are supported by computer-based service aids and are capable of handling multimedia communications. The key components are:
People:
Recruitment
Training
Inbound / outbound
Career Development
Process:
Workflow management
KPI?s and standards of performance
Forecasting and scheduling
Knowledge management
Technology:
Private Automatic Branch Exchange (PABX), Automatic Call Distribution (ACD), Computer Telephone Integration (CTI), Interactive Voice Response (IVR), Speech Recognition, CRM, Contact management, Internet, Fax.
Banks and large institutions were the first to realise and use call centres as a powerful tool of differentiation and competitive advantage. Now companies of all sizes and diversity of disciplines have realised the importance of a centralised point of contact. In UK and USA Call Centres have been in operation for up to 30 years. However recent technological advancements and growing consumer demands has precipitated the need for a new model to deal with the increased customer touch points.
A key driver in the transition to contact centres has been demand driven by customers. Their service expectations have heightened and their preferences have become more diverse and more specific. The growing number of communications mediums has also given them an unprescedented level of choice. The increasing growth in use of these diverse mediums have prompted businesses to find more effective means to capture cross channel opportunities while maintaining costs.
Therefore in India this industry is booming because Indians speak english well and we are technically very strong also.
Is that all or something is remaining .
Mind you, Its only a introduction.
OK.
Rajpal.