Call Center Outsourcing
A call center also known as "customer care center", "contact
center", "multimedia access center" or "service
bureau" is a physical location where calls are placed, or received,
in high volumes. This can be for the purpose of sales, marketing,
telemarketing, customer service, technical support or specialized
business activity.
A call center can be one or all of the following:-
- a huge telemarketing center
- a tele-servicing center
- a help desk
- a service bureau that uses its large capacity to serve lots of companies
- a reservation center for airlines or hotels
- a catalog retailer
- an e-tailing center
- an e-commerce transaction center
- fund-raising and collection organization.
Call centers have now evolved to become sophisticated business
enterprises. A typical call center works 24x7 with agents working
in shifts. It could be a micro-center with 5-10 seats, or a huge
set-up with 2,000 seats. India is one of the leading markets for
Call center outsourcing.
Call center outsourcing is proving to be one of the most successful
ways to acvieve cost advantage over the competitors. After outsourcing
call center work to lower cost locations like India, many Fortune
500 companies have improved cost effectiveness by upto 50 percent!
In addition they have improved the quality of their customer support
and satisfaction.
However, this service also carries some risk with it. Some of them
are:
-
Security: Although most call
center outsourcing companies have powerful information security
and encoding, preventing information theft during data transfer
is never completely fool proof. If your company is working with
very sensitive information, shop around for a call center outsourcing
company that has security you understand and feel comfortable
with. For extremely sensitive information, it may be wisest to
do data collection and gathering in-house.
- Complex/Sensitive Material: For material that
requires special care because of complicated or sensitive steps,
call center outsourcing may not be the best option. Asking outsourcing
agents to demonstrate their ability to successfully fulfill a
task may be necessary before signing a contract.
- Legalities: Laws and regulations regarding
call center outsourcing vary from region to region and country
to country. Payment, job content and more may be subject to policy
and regulations that you are unaware of. Be sure to become familiar
with the laws and customs unique to your line of work and location.
If anyone opts for this service, he will have three options in his
hand. They are:
- Captive Facilities.It provides the greatest savings
and control. However, it is often the most difficult and takes
the longest.
- Third-party. This option reduces the risk and time
of setting up operations - but it also reduces cost savings.
- Outsourcing Joint Ventures. This is the
third option. A recent innovative Joint Venture arrangement
is Build, Operate and Transfer (BOT). Under this model, an
Indian company helps set up the Indian operations that the
Joint Venture partner has the option to eventually take over.
This benefits both parties. It enables the foreign company
to get its operations up and running quickly, while guaranteeing
a takeover option. And it gives the Indian company the references
and credibility to become an established player. BOT usage
is expected to increase over time.
If you feel that you are interested in outsourcing
some of your tasks to a call center then, check out the followings:
- eti
Sales Support - 100 percent focused on New B2B Customer
Acquisition and Retention. Increase sales, significantly impact
profits, replaces lost customers. eti’s executive level
Business Developers keep your Sales Pipeline filled with qualified
leads for your sales force so that they can sell more in less
time. Benefit from eti’s expertise and customized solutions.
eti has whatever it takes for your long or short term projects.
Best cost-per-result applications. North America, South America,
Europe. Call 1.800.466.4384 or click
here to view Company Profile.
- OKS / Ameridial
- Founded in 1987, OKS-AMERIDIAL Worldwide is a single source
contact service bureau offering complete outsourced Inbound
and Outbound voice call-handling, blended with web-based services
including live web-chat and email management. OKS-AMERIDIAL
staffs more than 1500 professional agents in eleven automated
call centers worldwide. Operating a completely un-interruptible
service environment, we're able to better ensure our customers
continuing service so that they never miss an order. Complete
Fulfillment capabilities with lettershop, lists, and design.
Visit
us online for a FREE ONLINE QUOTE !
- www.outsource2india.com
- Outsourcing web solutions to AIL - your solution navigator,
will help you successfully accomplish your entire tasks, with
the Indian quality and cost advantage.