Companies that offer outsourcing services across the world are the buzz of today’s information age. Their fundamental job responsibilities are concerned with call center outsourcing as well as Customer Relationship Management.
Why To Outsource Call Center Services?
Whenever the one term outsourcing is mentioned, people start thinking about call centers. These call centers are responsible for answering the outbound or inbound telephone calls. They help the organization by providing customer support services in areas like sales, telemarketing, marketing, non-technical / technical support and customer services.
CRM is one of the most important activities for retaining your customer base. Outsourcing CRM activities to offshore locations allows the organizations to provide better and specialized skills at easily affordable rates.
Services Offered By Call Centers
By outsourcing the call centers to offshore locations, organizations can focus more on their managerial responsibilities and primary business processes as the entire outbound and inbound call center requirements are handled by these outsourcing services. Various solutions provided by these call centers are:
CATI Services
Services for Chat Support and Email Support
Telemarketing Outsourcing services
Services for inbound call center
Services for technical helpdesk and disaster recovery
Call Centers In India
Indian call centers are renowned for their efficiency, quality and value addition capabilities as far as customer processes are concerned. They provide high tech call center facilities along with highly capable communications technologies for the purpose of ensuring 24/7 service. The reason behind such a developed offshore outsourcing infrastructure in India is the large English speaking community. Also the hourly labor costs are quite less in India which results in increased profits for the companies. Most of the Fortune 500 organizations have outsourced their call center requirements to Indian cities such as Bangalore, Calcutta, Mumbai, Chennai and Pune.
Tips To Stay Ahead In Outsourcing
With the competition increasing with each passing day, it is really essential that outsourcing service providers come out with some new ways for winning and retaining customers. Certain things which will help in this regard are:
Allow web-based access to trend analysis results and real-time dashboards.
Seek Quality certifications such as ISO 9001:2000, adopt Six Sigma techniques and undergo audits by third parties such as eSCM and COPC.
Keep on improving the technological competencies by seeking continuous market feedback.
Technology can only be termed as useful when it is handled by proper people. Similarly Call Center Outsourcing services can remain profitable only if the workforce always stays ahead of the competition so that the customer faith is retained. As far as the future outlook is concerned, the Offshore Outsourcing market is only going to grow from here on.
Article Source: ArticlesBase.com - Making it Big in the Era of Global Outsourcing
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