subject: How To Succeed In Building A Successful Contact Center? [print this page] Call centers are something outdatedCall centers are something outdated. In this consumer-driven market and with the availability of high-speed Internet, the clients are no longer choosing call centers for solutions. They are approaching for contact center solutions by means of email, texts, IM etc. Getting calls from clients and giving solutions is no longer sufficient to keep your clients loyal to you, and it is time to be more pro-active in your dealings to maintain customer relationships and give solutions to their problems for making any sales deal.
The global community for giving contact center solutions is rising and offshore outsourcing to the Philippines and India has manifested into a major globalization of this industry with considerable cut in prices. If you are thinking of building a flourishing business, youll need to have the right location, the right people to man your center, the superb facilities, the capital to invest, and the right business intelligence software to make a good impact among your potential clients.
What You Need for Having Your Own Contact Center:
People:
In order to giving contact center solutions, this is the most significant feature when youre considering setting up your own offshore contact center. The essential factors would be to decide the correct location and exploring the pool of workforce available there. You should also look at the population in the area with the cause being that a location in Asia would provide you with the service with less labor or general pay expenses compared to the United States or any of the European countries. While you scrutinize to pool of workforce at hand, there, you should be considering the education level of the people available in that locale. India is a large country with available skilled people and also the Philippines.
Cultural Affinity:
One of the important reasons to decide locations in the Philippines and India is that most of the population in these two countries is good familiar with the English language, and these two countries also have cultural affinity being under British and American rule respectively in the earlier period. As long as spoken English is concerned, while both countries are well conversant with English there are some differences in the pronunciations with Indians swaying a bit towards the Continental side and the Filipinos are versed in American English and culture. This is crucial if you are in search of giving contact center solutions from offshore points.
Low Cost:
For a contact center business the next most vital part is cut-down price significantly. Building contact centers in the Philippines and India would surely decrease staffing cost, and with the right business logic in place, you may be saving more cutting down on idle time of the agents. The nominal labor expenses and low salary in these two countries have fascinated several organizations to build up business in giving contact center solutions.
