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Personalization of your
customer service with
E-center is an effective
way to improve business
with the best means of
Tele-Communication. An
Ideal contact center
initiates project with
an in-depth
understanding of their
customers. Understanding
needs of customer can
make contact center
serve more efficiently.
A contact center serves
as a virtual extension
of its clients’
business, providing
services and solutions
that optimize their
customer relationships
for competitive
advantage.
India has become a major
focal point of contact
center facilities.
India's call center
industry accounts for a
quarter of all software
and services exports
from the country. In
order to meet the
growing international
demand for
cost-effective,
customer-oriented call
centers, many
organizations worldwide
are outsourcing services
by setting up call
centers in India. When a
Customer in the U.S. or
Europe dials a toll free
number, advertised by
the company, these calls
are diverted via
satellite or over leased
fiber optic cables to a
call center located in
India. There are several
factors that make India
an ideal destination for
call centers.
India
Favors Outsourcing
India favors to be the
prime outsourcing
location because of:
• Booming IT Industry: A
remarkable
telecommunications and
Information technology
industry and
availability of state of
the art Information
technology and
telecommunication
facilities
• Cost-effective
manpower: In a call
center operation, the
total manpower costs for
55 to 60 percent of the
total expenses. In
India, manpower costs a
fraction as compared
with that of the
overseas. Indian
companies can provide
call center services to
clients based in the
U.S. at one-sixth to
one-fourth of what it
costs in U.S.
• A huge Educated
workforce:
English-speaking,
tech-savvy personnel –
India has the second
largest English-speaking
population and also the
second highest number of
higher education and
technical training
centers after the USA.
India has a technical
pool of nearly 5 million
highly trained people.
• High Quality: Indian
companies are
increasingly adapting to
international quality
standards. Government of
India provides
incentives to promote
telecommunications and
Outsourcing.
Qualities of an ideal
call center
• Flexibility: A call
center should be able to
adapt to the
requirements of the
Client Company and ready
to offer tailor made
packages.
• Good technological
capability and
maintenance facility.
• Emergency backup
facility should be
available.
• Language: The vendor
should be able to offer
services in the native
language of the
prospective customer
(e.g. English) or in the
language(s) desired.
India fulfills entirely
all the above criteria’s
making it a target
destination for
companies looking for
outsourcing.
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