Signs that your Business Requires Call Center Outsourcing

It does not require rocket science to understand that customers play the major role in driving the business. Therefore, every firm works extremely hard to improve customer support process as per the needs of the customers.

But companies often get confused if outsourcing is the right decision when it comes to customer support and other call center processes. You can actually analyze some signals and scenarios related to business in order to clear your doubts related to outsourcing of these processes.

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How Telecom Billing Software can Boost Working of Telecom Companies?

During the initial stages of mobile phone technology, the number of telecom operators was very limited. But with the boom in this sector and increase in the number of mobile users, the telecom operators also grew exponentially. This resulted in a stiff competition in which only the companies with latest technology were able to survive.

The modification in technology also resulted in complexity in the services offered by the telecom sector. Therefore, the telecom companies needed an accurate system to calculate the phone, text and data related usage by the customers.

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Enhancing Customer Satisfaction with Interactive Voice Response

Operating customer service in present scenario without interactive Voice Response (IVR) is the most amateur decision a growing company can take. Even a research by JD Power & Associates reported that IVR constitutes 27 percent of total call experience. Therefore, it is essential for every firm to implement this inevitable technology in the customer care process as it comes with multiple benefits.

Let’s first go through techniques that must be implemented by call center firms to optimize the IVR system.

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How Call Centers Deliver Finest Services at Economical Prices?

Whenever a company plans to outsource call center process, cost-effectiveness is the major factor that drives this decision. Some sectors where outsourcing is highly popular include telecom, healthcare, retail and real estate to name a few.

But one question often lingers into mind of several people from different sectors, especially those who are about to outsource this process. The question is ‘How come call center firms are able to deliver finest form of services at economical prices?’

Let’s study different factors associated with call center processes that will help in answering this question.

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Call Center Outsourcing: Services and Benefits

Call centers in present scenario acts as oxygen for consumer-driven businesses without which these businesses may cease to exist. The call centers have always modified there processes to meet the demands of constantly changing consumer behavior.

Services Offered By Call Centers

Generally, the call center organizations offer inbound and outbound services. Inbound services basically consist of customer support, general product queries and order taking services. On the other hand, the outbound services comprise of telemarketing, lead generation and customer satisfaction surveys.

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Why India is best for Call Center Outsourcing?

India, which is seventh largest country, tops the charts when it comes to call center industry. From 1990s, the world has witnessed a revolution in India in terms of call center outsourcing. In fact, the firm Tholons stated that top ten outsourcing cities in the world consists of six from India, as per December 2014 report.

Types of Call Center Services in India

India being a country with renowned call centers provides services in multiple formats. Some major services which are available from this region include:

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Pros and Cons Associated with Call Center Outsourcing Services

Several companies usually get confused when it comes to outsourcing the call center process due to multiple factors linked to it. Some major processes which associated call center outsourcing are customer support, order taking, telemarketing and lead generation etc.

Going through the advantages and disadvantages is essential before finalizing the outsourcing vendor to maximize return on investment and minimize failures. Some major pros and cons which are part of outsourcing are discussed in this section.

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An Overview of Interactive Voice Response (IVR) System

From its inception in 1970s, the IVR technology has kept on supporting the companies across the world in enhancing their communication with the customers.

Interactive voice response or IVR is a system in which there is interaction of computers with humans which is operated through a combination of software, telephonic equipment and databases. The technology is used in multiple sectors like banking, hospital, retail, hospitality and restaurants etc.

Technology Used in IVR

Speech recognition and DMTF are two basic technologies which are used to receive the input into IVR system. In DMTF method, the button pressed by the user on phone acts a signal for the computer. These signals are interpreted by computer using telephony card. A suitable response is then generated by the computer which is heard by the caller.

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Why Hire an Order Taking Call Center Service

Business is all about gaining profit from wise decisions taken at the right time. And considering the option of outsourcing your order taking process can indeed prove to be fruitful for your business.

Several call centers offer order taking service in their catalogue of inbound services. These services are usually modified by the companies as per the requirements of the business.

The order taking service can be a vital process for various small and medium sized businesses like:

• Delivery restaurants
• E-commerce companies
• Pet supplies
• Flower and gift stores
• Insurance services

Let’s go through major perks linked to the hiring of order taking call center companies:

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