An Overview of Call Centre Services in India

In early 2001, BPO companies in India came into existence and since then they are growing continuously in number and scope. Today, call center services in India have been more in demand and have become a big industry that is still progressing day by day. India has turned this opportunity into an advantage because India has the second-largest English-speaking population after the U.S. in the world. And after taking roots in the early 1990s in the low-end IT functions, India’s offshoring industry has progressed since then into back-office processes such as transaction processing and call center services.

There are many reasons why organizations are choosing BPO company in India for outsourcing their call center activities which include –

• There is the easy availability of skilled and qualified labor force.
• Indian call centers mostly have modern equipment and state-of-the-art infrastructure.
• Majority of outsourcing firms are being provided time zone advantages in India and that enables them to provide twenty-four hours of services to their customers.

Call center services in India are subdivided into three major categories –

Inbound Call Centers -

Inbound call centers are meant to receive calls from customers and consider their requests.

Outbound Call Centers -

Outbound call centers are expected to make calls to the target customers.

Inbound and Outbound call centers make and receive calls for different purposes like credit management, product/service promotion, online sales, market survey, general queries, request/complaint registration, information verification, etc.

Web-enabled Call Centre services –

Web-enabled call centers services are expected to resolve the customer queries on calls that are related to IT issues that include computer and computer peripheral troubleshooting, virus removal, software installation, etc.

At present, there are many BPO companies in India that are providing call center services in India which then provides employment to many people in India. Most youngsters are showing interest and after completing their studies they prefer to work in a call center. There may be the reason behind it is employees who provide call center services in India are being offered very attractive salary packages and perks. Career growth also seems comparatively much faster than other industries when you prefer to work in a call center industry in India.

A Call Centre performs various business activities which are related to customer care and providing solutions to their customers. For example, if a customer purchased any product from a particular company and needs any kind of assistance while using it then the customer can make a call to a call center executive for getting the solution. And for that BPO company in India providing call center services in India that provides solutions for these types of problems. And now call center services are available in almost every state. Like, call centers in Mumbai, call centers in Kolkata, a call center in Guwahati, and many others available in the country today.

Advantages of Call Centre Services in India -

Focus on core business –

Call center services in India relieved any business from day-to-day functionaries and takes all the responsibilities related to its customers. This gives the business more chances to focus on core business issues that can help in getting higher returns and productivity.

Cost Saving –

When any business company takes help from call centers then it can save its lots of resources that results in better cost saving. As there will be no such requirement of hiring skilled employees for customer care separately and thus the company can give more focus on recruiting other major resources that can help in business development.

Better Management –

It has been witnessed that business can be managed better with call center services in India. A call center takes care of every infrastructural base of the customer care department and maintains operations and this way provides better management to the business.

Conclusion –

This article must have been appropriate to give you an overview of call center services in India. Now you must have been in a state of mind as to why any business needs call center services. So, if your business is somewhere in Guwahati then avail services from a call center in Guwahati and give your business a smooth running.