subject: India Is A Haven For Bpo And Call Centre Services [print this page] Business Process Outsourcing (BPO) or call centre is a booming trade in India. Cost effective operational expenses has made India a haven for outsourcing. The quality of service remains same and at the same time the operational costs goes down. Combination of both the factors has made many companies in USA, Canada, UK and Australia outsource different functions to India. The services that are outsourced either involve inbound calling, outbound calling and back-office services. The service of a BPO or a call centre in India can be studied under the following heads.
Outbound Customer Services
Appointment Scheduling: The call centres in India offer different types of schedule management activities that comprises slotting and cancellation of appointments, reservation of flight seats, hotel rooms, tables in restaurants and cabs, which are used for moving within the city.
Up & Cross Selling: A call centre contributes to the expansion of the clients business. Call centre executives utilize different types of effective cross-selling and up-selling techniques to significantly increase clients sales volumes.
Telemarketing: Call centre employees play a major role in pushing the sales of a company through telemarketing. A call centre has different processes that serve different clients, each process is further divided into different teams, some concentrate on lead generation and few do calling on the leads and convert them into clients.
Market Research & Survey: BPOs also do exhaustive market research and surveys for its clients in order to gather, record and analyse vital market-related information. The reports give clients better understanding of the buying patterns of their customers, their competitors position in the market and also indicate potential areas for growth.
Lead Generation: The dedicated team for lead generation in BPOs generates fresh leads for their clients, ensuring higher conversion rates and increased sales.
Inbound Call Center Services
Answering Service: The BPOs in India also offer inquiry handling services. The call centre executives provide answering service as well as act a message center for clients. This accurate and highly effective facility benefits clients in terms of substantial time and cost savings.
Customer Service: Call centres can also act as Customer Relationship Managers for their clients. This helps in increasing their clients customer base as well as enhances the quality of service delivered to end-customers.
Help-desk Services: Companies can appoint the call centres in India as their help-desk facility. The call centres in India with well trained and experienced customer care executives can offer excellent customer care support. Outsourcing of customer care support process ensures quick response to customer reports and faster problem resolution, resulting in increased customer satisfaction.
Online Communication Management: BPOs and call centres in India can also efficiently manage online communication activities on behalf of their clients. This service covers e-mail correspondence and live chat, amongst other more complicated online communication initiatives.
Back-office Services
Transcription Services: It is interesting to note that call centres in India offer their clients complete transcription services at very competitive price. They use the latest technology and follow strict quality guidelines while converting audio-video files into text documents.
