subject: Inbound Call Centers the Vital Mechanism of Customer Support [print this page] Inbound Call Centers the Vital Mechanism of Customer Support
Call center has become the buzz word in marketing these days. Of the call centers also it is the inbound call centers that play the vital role of creating customer satisfaction on the products and services they handle. It is good to explore the role of inbound call centers in marketing.
The main task of inbound call centers is to answer telephone calls that originate from customers inquiring about details of products and services. To handle these telephone calls and to give the appropriate answers on time, these inbound call centers are manned by competent people who are well trained on the product details as well as on handling telephone conversations.
Due to the fact that they are well trained, these operators who provide 247 call center facilities to customers talk to them in such a pleasing manner that dissatisfaction of a customer is a rare occurrence. Whatever the product they are talking about, the customer care representatives in the inbound call centers are able to answer the query straight away in a pleasing manner.
There are certain requirements to set up and maintain a good inbound call center.
* There should be ample infrastructure facilities. The basic facility you need for a 247 call center is the good communication facilities with high speed internet and a telephone exchange that could handle thousands of telephone calls in a minute.
* The second most important facility is the high quality work force. Those who are going to man the inbound call centers should be very good in language skills. Also they should be highly competent in handling computers and software in addition to having a good typing speed.
* The next is the auxiliary infra structure facilities such as accommodation for staff and dining and other facilities.
To provide good call center solutions you should have the ability to hire high quality work force at a comparatively low wages and the telephone and internet facilities should be available without being very costly. Both these facilities are available in developing countries in Latin America and Asia. As such, the call center solutions provided by these countries are able to compete in the market offering comparatively low prices to the companies that look for good profitable call center solutions. In European countries and the US the infra structure facilities are available but the human resource is not available. Even where the people are available the companies are not able to provide call center solutions at competitive prices.
Due to this reason most companies in the US and Europe go for offshore call centers. As a result many companies have come to India and the Philippines looking for off shore call centers. Both countries have good infra structure facilities and a work force that have good language skills and ability to handle computers and software.
The trend is continuing and in future more and more companies with concentrate on call
