A new industry that has offices mushrooming in developing countries today is the call centre. It is an establishment that accommodates requests and queries as well as relays and submits messages through a telephone. It is owned and managed by an independent company specializing in communication for a clientele’s consumer queries, IT services and product support. It uses advance IT and telecommunication technology and services for better access and faster response between its clientele and their customers.
There are call centres located near their serviced company, and there are also those that are outsourced offshore. The offshore companies maintain low labor and operating cost and can offer much cheaper services. China, South America, India, Philippines, Hungary, Czech Republic, Mexico, Russia, Poland and South Africa are some of the countries that are being outsourced today.
India is the first to offer its offshore service and is now leading in this industry. It is an English speaking country and has one of the cheapest manpower and operating cost making it a convenient option for businesses in the first world. The major problem encountered with its service is the Indian accent of most of its agents that are incomprehensible to people who are not accustomed to the accent.
Offshore outsourcing is gaining grounds as preferred option by businesses especially in the US because it is cost-effective. Companies from these countries offering offshore services can easily offer cheaper service because of the cheaper operation and manpower. The native language of a certain place may also be another reason for choosing this service. Because of the availability of the natural speakers, they can be better translators for a certain group of customers.
This industry specializes in establishing connections between their business client and their customers. It builds and maintains a healthy customer relationship through its telecommunication and IT services. It aims to lower the company costs on customer services. Additionally, it also stretches company hours by extending services twenty four hours a day and seven days a week.
The convenience of having a BPO service goes beyond by enjoying an emergency answering service with its 24-7 live support, receptionist and customer service staff without the hassle of employment, telemarketer and telemarketing system for capturing targeted market and much more. The expertise of a BPO to handle a business professionally and the savings that comes from outsourcing are some of the reasons that this industry is growing.
The major requirements of this business is a computer, a fast internet connection, a telephone line, a corded telephone without buttons on the handset, a telephone headset with microphone, web browser, email account, Instant message account, back-up power supply, and a quiet working station. These are important tools to keep an uninterrupted, fast and reliable service.
Aside from the many types of equipment, this business may not be able to do its function well without the technology to aid it. This IT and telecommunication technology is evolving according to the needs and demands set by the nature of the business. A software to make easy access to the data on the computer and to input them is one important concern. An agent may also be helped by speech recognition software. This tool helps by analyzing speech and digitalizing it to be converted into a text. Over-all, the innovations created for this specific industry is geared towards the betterment of customer care.
Call centres may customize BPO solutions for all kinds of businesses to address the regular needs to those that may be encountered in the process. The goal of enhancing customer care is to eventually increase sales and bring back money invested in manifold.
Author: Adriana NotonThis author has published 150 articles so far. More info about the author is coming soon.