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Indian Call Centers for Excellent Support and High Customer Satisfaction

Published on 21 July 15
Indian Call Centers for Excellent Support and High Customer Satisfaction - Image 1

Technology has advanced and evolved with time. Now, with just one touch of a button, information regarding anything is readily available. The world has indeed become a smaller place, and distances that were virtually impossible to cover a few years ago now donât seem so far. Technology has opened doors to a variety of avenues, and allowed an easy access to information regarding global occurrences.

As significant the role of technology has been in our personal lives, it has also substantially changed the industrial sector - especially in communication service provision. A few decades ago, it would have taken a lot of effort to communicate with someone on the other side of the world. Bridging the gaps of communication between different continents and communities might have been considered a Herculean task earlier, but the latest inventions and developments in technology have proved essential in overcoming this hurdle.

Outsourcing is one of the successes that have paved the way for the advancement of communication service provision. Distances have reduced and problems that were too difficult to tackle can now be dealt with effectively. Improvements in service provision through technology have benefited the call center industry immensely. With this, services offered to customers are more efficient and productive.

Keeping in mind that achieving highest levels of customer satisfaction is empirical for an organization - thereby helping it attain an impressive reputation in the global market - organizations strive to offer services that cater to the needs of their customers. High levels of customer satisfaction can help an organization in enhancing the business and increasing revenue and profit generation. Word of mouth is essential to maintain an impressive reputation and strong name in the commercial sector.

The Indian call center industry has grown rapidly and scaled tremendous heights in the last few years. Currently, India is regarded as one of the most sought after destinations for organizations that are seeking establishments to outsource their call center operations to. Several multinational corporations and industries have set up their call center offices in India to provide their customers better support. Moreover, cutting edge technology and state-of-the-art facilities ensure the customers receive the best services as and when they require. Backup systems - another boon to the call center industry - have allowed an undisturbed flow of business traffic; it lets customers call with their queries and concerns regarding products they have either purchased or are looking to do so as per their convenience.

Another factor that gives call centers in India an edge over other nations is its qualified and adept workforce. The talent pool employed in the call center industry in India is technologically proficient, has excellent communication skills and is able to handle large numbers of calls. Eloquence is another attribute that determines the efficiency of service provision, which consequently influences the reputation of an organization in the commercial domain. How well the agents speak with the customers is of utmost importance; customer experience and satisfaction relies heavily on it.

The growth of Indian call center industry began in 2005. While it only makes up five to six percent of the total revenue generated in the BPO industry, it contributes 63 percent to the offshore revenue. India has surpassed some of the other Asian countries in terms of efficient service provision - like China, Philippines and Malaysia. However, although it has earned an excellent reputation in terms of numbers, the quality of services is also what has made India an international attraction for organizations seeking to outsource their call center services to.

It is important that an organization provides services that are efficient and resolve customersâ queries and complaints. Organizations strive to design services that introduce new customers to their business; but this shouldnât be done at the cost of compromising on services received by existing customers. This is one of the several areas where call centers in India have fared better than most of its counterparts.

Outsourcing helps organizations on several fronts. Firstly, it helps lifts the burden of tasks and operations that can be transferred to an external vendor, while also allowing risk-sharing. Through outsourcing, an organization can share part of its accountability with the vendor, giving itself more time to concentrate on other important tasks.

Cost effective services from call centers in India have out rivaled some of its other competitors. With an excellent support provision that has yielded high customer satisfaction levels, India has emerged as one of the most sought after outsourcing destinations for organizations.

This blog is listed under IT Strategy & Management Community

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