The booming call center industry brings with it, an immense competition. In India, there is no dearth of investments and thus, many call centers are springing up across the country. The country provides world class customer care for multinational companies at a reduced cost of maintenance and serviceability. India offers major offshore voice-based tech support and, through the use of cutting-edge technology, Indians have been able to maintain their own edge in the market.
A large pool of English-speaking employees and an estimated 7 million college graduates annually make India especially attractive for call center operations. The country is further buoyed by a tremendous labor cost advantage. Various estimates put the Indian industry’s average cumulative growth rate over the next five years at 60 percent. Call Centers Benefits **The Understanding*
Call centers are facilities that are specifically set up to manage telephone calls from customers. They are intended to provide orderly **cost efficient** telephone-based services. They serve as the primary **telephone interface** with customers for specific services provided by the agencies. The call centers have **structured environments** where calls are handled by a group of **skilled professionals** who provide the service required by the caller or transfer the call to someone designated for that purpose.
Organizations need to purposefully **monitor and analyze** the performance of their call centers to ensure the benefits are realized at reasonable cost to them. Each call to a call center is a’moment-of-truth’ for a **customer’s perception** of the agency. The impressions made by a call center on a customer are a **significant contributor** to whether benefits are delivered at reasonable cost to agencies.
*The key customer benefits of the call centers include: *
Convenient customer access to the services required
A positive experience from operators skilled in providing telephone services
Accurate and appropriate responses
High level of customer satisfaction
Improved efficiency
Monitor performance
*Outbound Call Center Services*
-** Market Intelligence
*-** Database Selling
*-** Direct Mail Follow-up
*-** Lead Generation/ Qualification/ Management
*-** Seminar Population
*-** Product Promotion
*-** Debt Collection
*-** Info & Literature Fulfillment
*-** Appointment Scheduling
*-** Decision Maker Contacts
*-** Up Sell/Cross Sell Campaigns
*-** Surveys
*-** Customer Satisfaction
*Inbound Call Center Services** *
-** Order Processing
*-** Catalog Orders
*-** Consumer Response
*-** Customer Service
*-** Dealer Locators
*-** Toll Free Response
*-** Help Desk
*-** Direct Mail Response
*-** Direct TV Response
*-** Print Media Response
*-** Website Response
*-** Seminar Registration
*-** Answering Service
*-** Inquiry Handling
*-** Email Management
*-** Product Technical Information
*-** Interactive Voice Response
*-** Sales Lead Qualification
*-** Technical Support