SCDL MBA PROJECT - A Study of Indian Call Centres

SCDL MBA PROJECT -   A Study of  Indian Call Centres

Commonly the BPO service providers are called call centers.

Call center is a part Of BPO industry. It is also known as Contact Centers.

Origins of the Call Center Industry

Around 30 years ago in the USA, the travel and hospitality industry began to centralize their reservation centers into what we would recognize now as huge call centers. This happened at around the time the first large-scale high-volume premise-based telephone switches became available.

Banks have also used them since the 1970s at least, and later in that decade, with the rise of the catalogue shopping movement and outbound telemarketing, call centers became a staple within many industries. Each industry, however, had its own way of operating centers, its own standards for quality, and its own preferred technologies. This trend persisted until early in the 1990s, when call center managers became more recognized as having a consistent set of skills and an operational knowledge.

Technologically speaking, call centers have advanced in the last ten years. Earlier, it was just a labour intensive department trying to handle some customer queries. Now, it is supposed to be a vital link in the entire process of marketing and improving customer interaction. Unlike an airline reservation where the queries are generally simple and easy to handle, requirements of a technology customer support are different and need technical knowledge. A pre requisite for any call handling person is extremely good customer relationship skills and command over language accent.

India has woken up to the call of Business Process outsourcing and is fast paving its way to become the largest hub of call centers in the world. Taking leverage from this growing phenomenon, Call Centers in India has devised a clear and competent business strategy wherein you post in your query and we act as an intermediary, forwarding your requirements to our concerned call-center-service providers. In this manner, our motive of providing complete support to our customers in terms of answering any of their queries remains fulfilled.
Call Centers in India is a leading Indian customer care organization, having alliances with leading BPOs in India who ensure fast and prompt service. We offer a range of blended customer care services including inbound and outbound voice services, E-mail management, telemarketing services, data conversion, claim processing, real-time web-based chat services to global clientele and the like.

A call center is traditionally defined as a physical location where calls are placed or received in high volume. This may be for the purpose of sales, marketing, customer service, telemarketing, technical support, or other specialized business activities.

Definition

A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are virtual call center and contact center.

Call center is a centralized office of a company that answers incoming telephone calls from customers or makes outgoing telephone calls to customers. They can handle a considerable volume of calls at the same time and can also log calls. It is the focal point of customer service for most companies today. Using a variety of technologies including computer automation, call centers connect the customer and the organization to meet customer’s need in real time.

Centers have application in many industries offering customer service. Many organizations use call centers to solicit clients or customers for new sales or donations and contributions. They can also be used to accomplish surveys of customer satisfaction or public opinion. Call centers also known as contact centers.

Call centers can be any of the following:

• Huge telemarketing centers
• Fund-raising and collection organization
•  Help desks, both internal and external
• Outsourcers (better known as service bureaus) that use their large      capacity to serve lots of companies

·         Reservation centers for airlines and hotels

Catalogue retailers "E-tailing" centers and e-commerce transaction centers that don't handle calls so much as automated customer interactions