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Outsourcing Inbound Call Center Services to India

Why outsource inbound call centers services?

 

Inbound calls are the calls which are made by customer to the center for receiving some kind of service or to take help or assistance related to a product / service. Inbound call Center Services are used by companies to service their customers  24X7—The customer can talk directly to an online executive from the call center to solve their queries/requirements.  These centers are also used as to make their on the spot sales and let customer place orders real-time.  These centers are popularly used as helpdesk centers where customers can get help on the product of the concerned organization.

 

Call Center Outsourcing has many benefits.  This is necessitated primarily because of the requirement of niche skill sets in that area and its availability. The call centers today have professionals who are experienced in wide areas in various services that they can provide. The call center today keep a track of every client transaction be it voice or data.  The tracking of these calls are made to deliver better CRM i.e. Customer Relationship Management.  These records are used by companies for analyzing and for taking preventive action to avoid recurrence of dissatisfied customer’s calls. Thus increasing chances of achieving “Customer Delight”

 

However, these benefits are only a tip of the iceberg. The prima-facie benefit is that outsourcing ensures that companies who outsource their CRM solutions can focus on what they are best at and avoid themselves getting overwhelmed by the trivialities especially when specialized professionals, world class infrastructure and software are available at their disposal.

 

Why give preference to India?

 

Outsourcing Inbound call center services to India is a fantastic option as call center industry is booming in India. Various other reasons that make India a safe haven are:

 

Availability of educated professionals

 

In comparison to any other Asian country, India has the most educated and, good English speaking population available and which is an ever increasing figure by the day as English is being taught in India throughout from the primary classes till the High School / Post Graduation level. 

 

Ample technical talent is also available, which enables India to provide the required technical services without any hiccups.

 

 

Value for money

 

Large English speaking skilled manpower which is readily available at a lesser compensation then their western counterparts. High value of US$ vis-à-vis the Indian rupee.  Good infrastructure, specialized software and innovation for increasing the quality and  reducing cost all help in providing India the best services at very low cost.

 

24X7 services

 

Time zone advantage that India has with major countries enables India to provide 24X7 customer support.

 

Government support

 

Indian government has been giving its support and encouragement to the IT / ITES industry.  This has been visible in terms of building of high tech IT parks in various major cities.

 

Handling of multiple services:

 

Indian call center industry also demonstrated the capability of handling larger number of services which include voice inbound support, online web helpdesk and backend data processing (banking/insurance).

 

 

What are services provided by inbound call centers in India?

 

Some of the popular services which are provided by the Inbound call center in India are given below.

 

Order taking service
800 Answering Services
Phone Answering Services
Upselling and Cross Selling Services
Claims Processing Services
Product Information Services
Class and seminar registration
Inbound sales
Live web chart

 

 

In last few years the Indian call center industry has demonstrated the capability of handling multiple services provided related to customer support and due to its quality services more and more organizations are willing to outsource their customer support services and backend processing to India.

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