IndoBase Business Process Outsourcing

This write up contains information on call centers, call center industry in India and call center business in India.

BPO : Call Centers

Call Centers

Call center is a generalized term that embraces a number of activities like reservation centers, help desks, information lines or customer service centers, irrespective of how they are organized or what types of transactions they handle. Call center is generally referred to a refined voice operations setting that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services.

Call centers are becoming increasingly popular in today's business, where many companies have centralized customer service and support functions. Call centers are generally large offices with representatives who either make or receive phone calls. Depending on the type of work, call centers may have a single office employing a few people or large office with thousands of employees. The main activity in some call centers is answering inbound calls, such as a bank that gives out a toll-free number for customers needing help. At the same time there are some call centers that focus on outbound calls too.

With increase in outsourcing, call centers are also becoming popular. By way of outsourcing, companies contract out some functions to other companies located mostly in cost effective destinations like India. In this field India enjoys several advantages over a number of developed counties. In India, we a have large pool of qualified people; English speaking graduates and IT professionals. In addition to this India have some other advantages like cheap labor, flexibility in working hours and time zone difference. This is the reason why a number of MNCs are outsourcing their business activities to India.

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