Call Centers in India: Taking the World by Storm
India has become one of the most sought after destinations for organizations looking to outsource their call center operations.
The call center industry in India has, over the years, gained massive popularity among organizations looking to outsource their call center operations. While the industry has prevailed in India since long, it acquired a stronghold almost a decade ago. Since then, organizations and multinational corporations have looked to India to outsource their call center operations. Moreover, India has attained the status of being one of most sought after and preferred destinations for outsourcing business operations.
Several factors have enabled India to reach this undisputable reputation. Not only does it provide a quality service provision, the support provided by the qualified and highly skilful workforce successfully achieves the highest levels of customer experience and satisfaction. It is empirical that customers do not feel dissatisfied with the services; as that can adversely affect an organization on several fronts.
Providing dissatisfactory and below average services to customers may push them to seek services elsewhere. This leads to lowering of business revenue and profit generation, assets on which the growth and success of any organization highly relies on. It is the revenue and profits that organizations generate through services provided to customers that they direct into the enhancement of other organizational tasks like manufacturing and production; and also in identifying the required changes that can be incorporated in the business model to make the service provision structure better.
Customer satisfaction also depends on the workforce that call centers employ. It is important that call centers recruit a talent pool that is qualified, skilful, adept and able to handle huge volumes of customer calls without comprising on the quality of support provision. The workforce’s ability to handle large numbers of customer calls depends on the deployment of the latest tools in the field of technology, which also helps cater better to the needs and requirements of the customers. Additionally, call centers should ensure that their agents and executives are knowledgeable and well informed about the products they are responsible for selling to the customers; as failing to do so can lower customer experience and hamper the reputation of the organization in the industrial and commercial sectors. This could also lead customers to believe that the workforce has not received thorough training. The workforce should be familiar with and have a good understanding of global trends and should be adaptable to working under extreme professional environments to ensure enhanced customer experience.
The service provision offered by call centers in India has enabled it to surpass some of the other Asian contenders in terms of quality of support. India’s reputation in the call center domain can also be highlighted by the fact that it employs 40 percent of the one million people who work in call centers internationally; and that it makes up 63 percent of the overall offshore Business Process Outsourcing (BPO) revenue.
An organization’s reputability in the commercial domain is what customers rely on before deciding to invest their time and money. Ineffective services and support can lead to hampering of an organization’s reputation, which could also affect customer retention. It can be worrisome for an organization to regularly lose customers. The business revenue and profit generation will also get impacted.
Much of the credit for the growth and success of call centers in India
should go to the generous efforts made by the government. Not only has it allowed a smooth import of capital goods, but also provided a well developed infrastructure in terms of broadband, transportation and communication systems. The government has also invested billions of dollars to provide start-of-the-art facilities and cutting edge technology to the call centers in India, helping to cater better to the customers.
Through outsourcing, organizations can benefit on several factors. By hiring an external vendor who is specialized in the particular field, organizations can be assured that their customers will receive quality and effective support. Moreover, through twenty four hour phone answering services, organizations can ensure a round-the-clock provision of support; giving customers the convenience to call in with their queries and concerns as and when they require. Backup systems allow an uninterrupted flow of business operations, enhancing customer experience and broadening the scope of business revenue and profit generation; helping organizations earn an impressive reputation in the long run.