Call Center: Delivering Delightful Customer Centric Operations Article

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Call Center: Delivering Delightful Customer Centric Operations

Call center boom is a very recent phenomenon, which has emerged due to the waves created by globalization and free market trade. It functions as a pivot around which the entire customer centric operations of a company revolve.

Author: Sunil K

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The vacuum created by capitalist economy, international trade, and globalization continuously pressurizes the corporate companies toward providing good pre/post sales support to its valuable clients. Almost every business entity functioning in IT, retail banking, insurance, travel/hospitality, automobiles, telecom, pharmacy, finance, accounts and HR is heavily dependent on good contact center for catering to the requirements of its customers. The retrospective responses developed by the companies for filling this vacuum is the new age call centers.

Call centers, as all know, functions as technically specialized contact center for receiving and transmitting the requests made by customers. The technologically advanced units are responsible for furnishing product support or handling information inquiries to the core customers.

Initially, call centers traced their history in operator services, reservation lines, but the emergence of IT technology and growing customer demand has completely transformed this field into a multimillion-dollar industry. In the last 15-20 years, the BPO industry has witnessed a lot of growth in terms of technology and working culture. The outsourcing boom can be the appropriate word to explain this particular phenomenon. It is evident that major players in this arena are countries like India, Germany, Canada and U.K…all of which are just 8 to 10 years old.

The dynamics of the call center industry can be divided into two prominent categories. The first is inbound support and the second being outbound support. In an inbound call center, the customer directly calls the trained executives for getting the information, registering complaints, whereas in an outbound call center executives directly call up the key accounts for marketing, documentation, query resolution or collections.

Many overseas bpo companies have outsourced the call center operations to India so that they can focus on other hardcore operations. The geographical shift has generated huge working opportunities for English speaking graduates of the country. The revenue of the Indian call center industry alone is estimated to be at 10.9 billion US Dollars.

The future of the BPO industry is quite bright with good perks, reimbursements and pay packages for its employees. It is also a boon for the minimum qualified candidates, thus, offering good platform and employment opportunities.

No doubt, in a very short period of time, the call centers have did an astonishing job in establishing a good platform for the upcoming entrepreneurs.

About Author

Sunil Kumar, Chief Executive Officer of Cleave Global e-Services. Pvt Ltd. has profound experience in BPO services industry and expertise in projecting calls center campaigns in the ITES industry. He holds a Masters degree in Economics and with his extensive experience in BPO India. He is a Six Sigma (Green Belt) certified professional. He brings quality and process control in all operations. For more information please visit:
http://www.cleaveglobal.com/Services.html

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