Are Really Good Days Coming for Contact Center Services?
Today, India is the hottest destination of outsourcing. In a recently prepared list of the top 10 most attractive outsourcing locations, by a leading consulting firm Tholons, six Indian cities, viz., Bangalore, Mumbai, Delhi NCR, Chennai, Hyderabad and Pune have cementer their positions well. Thus, it seems that the economic reform initiated by India's Prime Minister Narendra Modi is going to realize his much hyped slogan “acche din aane wale hai (Good days are coming) given in the recently concluded general election 2014.
Politics apart, when it comes to evaluating the outsourcing industry, we can't forget the contribution of contact center services. India, being an emerging economy marked by significant increase in people's per capita income, the role of call center services is crucial to satisfy the domestic market needs as well. Needless to mention, liberalized economy coupled with easing terms of foreign direct investment, will also add fuel to the call center industry, as the former would favor rapid economic growth.
Contact center services are generally required by every business entrepreneur to not just satisfy existing customers but also to acquire new customers and expand business horizons. Though a few businesses have their own contact centers, majority take advantage of third-party service providers in order to keep their resources free to focus better on their core business jobs. Different sorts of services are offered by contact centers:
(a) Answering Services - it's a type of self-service portal from where customers can collect essential information pertaining to their products or services. Generally, an interactive voice response (IVR) mechanism is used for the purpose which is attached with a database server to respond on a client's request. This is real-time helpdesk used by railway enquiry system, telecom operators and banking firms, among others, which you might have experienced many a time.
(b) Technical support - Generally, a voice-based service, though sometimes, email and chat are also used as medium that helps technology consumers to overcome frequent technical challenges pertaining their PCs, tablets, TVs, home theaters, phones, and more.
(c) IT Management - Mostly asked by small and medium businesses and large enterprises, sometimes, a few government agencies also prefer for it.
(d) Order Entry - It's emerging as an effective solution to combat growing sales volume. It helps customers to have efficient interaction with professionals and track the status of their requests. The contact center business operation focuses on provisioning secure payment channel, timely dispatch, faster turnaround time and reduced sales cycle to let customers stay happy. Hence, they help businesses in improving their revenue and continuing the growth momentum in the competitive marketplace.
Availability of efficient yet cheaper manpower in India is quite helpful for the call center industry. This helps them to successfully combat the challenges imposed by rival nations like China and Philippines. However, operators still need to raise their service quality level, focus on innovative technology deployment to reduce the operating costs, maximize return on investment, and think of better strategies to search for new avenues to serve customers with a difference.
About the Author
Fonebell Communications Pvt. Ltd. is an India based Communication Company offers Contact Center Services, Business Contact Management, Cloud Telephony India, Conferencing Services, Call management services and more.
Submitted on: 2014-11-06 21:54:46