subject: Call Centers Have Become One Of The Most Popular And Competitive Industries In The Last Few Decades [print this page] Call centers have become one of the most popular and competitive industries in the last few decades. They had started out in the western countries such as The United States of America, the United Kingdom, Canada, France, Germany, and the like. Much later the jobs were outsourced to countries like India, Indonesia, Thailand, Hong Kong and the like because of cheaper labour. It has become one of the biggest industries in India at least, providing jobs to millions of those even with only high school qualification. So what makes call centers all over the world tick and what are the different controversies that surround them? The western world citizens are angry because they think that the companies are giving away their jobs to other people. And then like it happens in India, people have a certain stigma towards call centers because they think that it is not a real job. The attitude towards call center services in India needs to change drastically before we can make any kind of progress.
A call center will either exist for a company as an extended part of that company as is the case with HSBC or there may be call centers that are part of a Business Process Outsource which has multiple call centers for many companies all at once. They are usually big call centers that have varied job requirements.
Inbound call centers are those call centers that specialize in taking the calls of the customers. This means that the customer will either have a problem or an issue or a query about the product or the service and they will call the call center in order to fix the problem. The agent, who is trained in this area, will help the customer. If the customer is not satisfied with the service, the call will be escalated to the manager or the supervisor or whoever is in charge on the floor. Healthcare call centers function around the same principle and they specialize with medicines and prescriptions etc. This means that not only do they need to have good communication skills; they also need basic knowledge of medicines. The appointment settings of the employees are made usually after a rigorous job interview where they will assess the candidate on their communication skills and also their confidence levels and general know how.
