Prospects of BPO Services in India

BPO industry in India has witnessed significant growth over the years. This is attributed to globalization and reduction in tariff barriers. BPO service in India has improved the country’s brand equity in the international market. The service providers have an unparalleled image of providing excellent business solutions with cost advantages by using advanced technology.

BPOs leverage technology vendors for managing and providing critical as well as non-critical enterprise applications. More and more companies are outsourcing various services to third party service providers. This saves their time and money, and hence they are able to focus on their core competencies.

Customer support service in India has matured over the years. BPO service providers have trained and skilled employees for handling customer queries. Thus, this sector is successful in influencing the customer’s decision through their established delivery potential.

BPO industry in India is forecasted to grow at the rate of 5% - 7% by 2017. The factors contributing to the growth includes:

· Increase in demand from businesses: Demand for BPO services in India has been annually growing at the rate of 50%. This mainly comes from companies that have established an important place in the Indian marketplace.  About 70% of the revenues of BPO industry in India generate from contact centers, nearly 20% of the revenue comes from data entry, and remaining 10% of the revenue comes from information technology.

·   Cost advantage: Most of the companies outsource their services to Indian BPOs due to significant cost advantages like training cost of employees, overheads cost, technology and its maintenance cost, and infrastructure cost.

·     24*7 customer support: This is one of the important reasons influencing the growth of BPO industry. By providing timely and continuous support, BPOs have allowed foreign businesses to venture into the country and aid them in making the best player of the business. This further helps the growth of the Indian economy.

·     Language Proficiency: India has a good cluster of people having command over English and other foreign languages.

·  Abundant human resources: Another competitive advantage that India has over other countries is the availability of a large population of computer literates.

The above factors indicate that India is expected to become a global BPO hub by the year 2015 and client base of Indian BPO companies will grow by manifold.

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Customer Care Services Tailor to Customers' Requirements

The adage “above and beyond the call of duty” undeniably suits the functioning of a center for customer care services. The customer care center is developed with a mission to meet and exceed the needs and expectations of customers by adopting holistic marketing approaches. If reports are to be believed, the descent of a business is almost always the result of a lack of an excellent customer service support. In fact, failure to listen and respond to customer’s queries can cause adverse effects on the overall performance of the business.

This is the reason why a commitment to quality service delivery to customers is indispensable for companies to improve visibility in the marketplace. However, the quality customer care services can only be delivered by a well-equipped customer service center specializing in rendering services in compliance with the highest standard of effectiveness, efficiency and integrity. 

Customer Service Center Adopts Certain Pragmatic Approaches to Cater to Customers’ Needs

Centers for customer care services strive hard to understand customers’ needs and eventually develop strategies to convince them. These strategies are structured with important and critical aspects that emphasize the core of the business, which in turn results in obtaining customer loyalty. In layman’s terms, the development and use of customer centered-strategy is the success mantra of brick and mortar as well as online businesses.

There is a revelation that a renowned customer service center always monitors and assesses its performance and customer satisfaction levels to ensure that the center is capable of delivering a high quality service to all its customers without compromising on the required set of standards.     

The ongoing discussion provides a deep insight on the needs and expectations of customers, which can enable a customer care center to create customer-centric strategies that will reflect the importance of customer service and improvement of business’ objectives.   

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Types of Domestic Customer Services

In today's competitive scenario, Customer Service is considered critical for maintaining good relationship with the customers and running a successful business. Customer services enable a company to remain connected with its clients and receive their valuable feedback on products and services. Domestic Customer Service has emerged as the fastest and largest growing sectors. A robust customer service team is backed by a dedicated team of result-oriented and highly skilled experts having domain knowledge. 

Factors that have substantially contributed to growth of CustomerService in India are cost advantage, economies of scale, and transparency in business operations.Well-managed and prompt online and offline support services help a business to remain viable even during crisis.

Services offered by numerous service providers include:

· Technical Helpdesk – Through remote technical helpdesk services, the customer gets timely resolution of the queries. Instant addressing of issues helps in minimizing downtime. Plus, outsourced technical helpdesk support reduces operational and infrastructure costs for the businesses.

·  Inquiry Handling Service – These are inbound call center services that streamline business operations by handling small issues of the valued customers related to company’s product or services. This is an empathetic approach of answering and resolving client queries. Additionally, it enables companies to build long-term relationship with the valued and potential customers. 

· Call or Telephone Answering Services – This is a customer-friendly approach by which customer queries are accurately and effectively answered in minimal time. The calls are handled by a team of live operators, available 24X7, and promptly solve customer queries. The inbound call center service saves time as well as cost.

· Product Information Requests – The services are handled by a professional team that timely addresses customer’s request on product-related information. The information is shared in compliance with customer requirements. With these services, clients can easily avail information on a product or service from reliable sources. The service helps in establishing cordial relationship with the customers.

Hence, a company’s business model focusing on customer service is able to grow faster since such an approach enables them to focus on their core competencies. The key value driver of such a model is establishing product leadership by building long-term relationship with the potential and existing customers.

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Inbound Call Center Service is very significant for a business to grow

Customers are reflected as the heart of any big business. It's the client that permits a businessperson to start a business. If there is no consumer then there is totally no point in beginning a business. So to propose the best customer care facilities, some of the distinguished overseas firms have planned to go for outsourcing. The main motive of being the Business Process Outsourcing solutions is that it enables businesses to save plenty of money and time by offering services like best telephone answering service.

To avail best customer services, most companies have turned their attention towards the companies offering inbound call center services. Realizing that customer service outsourcing is the tool to boost sales and also to gain maximum revenues, most companies are turning to outsourcing services. Today's business environment has become highly competitive. Everyone wants to be the top player in their respective business field. Offering complete customer satisfaction is one way of achieving this new height. 

Keeping in mind the increasing business needs, most companies have decided to hand over their job to some of the well-known inbound call center service providers. These service providers have a skilled workforce and the necessary expertise to bring maximum results. These employees are well trained so that they can communicate with the overseas customer in a proficient manner. Due to this reason, the popularity of these service providers has reached at its peak. They have now been declared as the main tool for retaining the customers for a long time.

Companies offering customer care service do agree upon the fact that  lot of hard work is needed to get one customer and more hard work is done in retaining an existing customer. Companies engaged in offering inbound call center services have huge expertise and experience in maintaining a healthy relationship with a customer and that too in a most professional manner. In fact, call center service providers are trained to offer top priority to the customer service. It's a professional call center agent that is responsible for making a positive impression on the minds of a customer.

Outsourcing an inbound customer service actually helps a company to become competent in the field of customer service. One of the most amazing facts about this service is that it is available to the customers round the clock throughout the year. Whenever any customer is having an issue with a product or services then they can call the customer care cell of their respective brands and get their queries solved at any point of time. From here it can be concluded that the customer service representatives are always available for their customers.

Certain inbound customer service providers are also known for offering some other specialized services such as research surveys, setting up an appointment, generating leads, collection of debts, customer response, help desk solutions, technical information about a product, handling of inquiries of the customer, Interactive voice response system or IVRS and telemarketing in verticals such as mortgage and insurance. Other services such as technical support, answering services, order taking services, etc. are also offered in this field.

From the discussion above, it is now clear that the inbound customer care services are actually a key to a fruitful occupational. Customer care service is a non-core progression, but nevertheless it's important as well.

In the end, would conclude by saying that outsourcing such service areas can help a business person to save both money and time, without negotiating on quality.

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The Telemarketing Service Providers are Beneficial for Your Business

With the rise of the offshore telemarketing service providers, the international business world has been reserved by an upcoming storm. Unlike the stereotype and the pretended customary management administration, the contact center services of the current era offer the businessmen a practical, feasible and the most reasonable market results. In this context, India is one of those destinations that have been up in the wager to deliver the right drive of any company.

By hiring the well-trained experts, and by making the appropriate use of quality and a certain budget, the Indian contact centers have been common at all the forms. The telemarketing outsourcing industry of India has increasingly witnessed a speedy bent of the taste from various domains of the platform.

Some factors which are leading to the triumph of Indian outsourcing industry are:

·         Proficiency in speaking English
·         Tech savvy generation
·         Liberal government policies
·         The twelve-hour time break between the oriental and the western countries
·         Permission of foreign ownership
·         Software Technology parks
·         Plugged in facilitations

All these mentioned factors have conjointly contributed in the development of the outsourcing dealers of India. As the present situation proposes, the Indian contact centers bring the state of the art services in the footings of both technology and infrastructure.

The outbound call center service offers the following services:

·        Appointment Scheduling

·         Lead Generation
·         Direct Mail Follow Up
·         Cross Selling
·         Up selling campaigns
·         Debt Collection Services
·         Market Research and survey
·         Database Selling
·         Product promotion
·         Service Promotion
·         Business to Business Telemarketing
·         Business to Consumer Telemarketing
·         Non voice Outbound email
·         Chat Support Services
·         Web based chat
·         Email support services

The inbound call center service offers the following services:

·         Answering Services
·         Phone Services
·         Credit Cards Processing
·         Loan Claims
·         Insurance Claims
·         Chat, Email Support
·         Directory Services
·         Event/ Seminar Registration
·         Product Management Services
·         Billing Services
·         Sales Dispatch Support
·         Order Processing
·         Market R&D work
·         Telemarketing Sales
·         Software Development Sales 

In the end, would conclude by saying that the call centers in India have come out to be highly beneficial for the businessmen all around the globe.

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Benefits of Market Research in Modern Business

Market research is a systematic collection and analysis of data about your target audience, competition, environment and target market. Most people forget that ‘market research’ is not a campaign conducted only once. It is a continuing cycle and if not then it should be, if you are looking to benefit your company. The information power is exceptional when it is about to market research. The data you find guides you to significant strategic business decisions.

Here, we will discuss about the benefits of market research:

1         1)    Identify opportunity in the target market: Research will make it evident that a product you have planned to launch may not be what your market wants. You may choose to make alterations on what you are going to deliver to suit your audience. 

2         2)    Minimize risk: Market research companies deliver all the information and make it easy for you to take safe decisions for your business. Let us look at an example. Supposedly you want to start some business  at a particular place. The research tells you that there is already a competitor there who is very well known for his work. Thus, the research is refraining you from taking that decision and is suggesting you to opt for some better site.

3         3)    Measure your reputation: It would be better if  you know how you measure in front of your competitor. Market research will show the mirror of your standing in the market. The result will further help you to take steps and change the perception, if needed.

In the end, would summarize by saying that market research is a priceless tool that might seem slow and expensive, but it is an investment that will open the door of profit making for you. 

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Outbound Call Centers: The Key to the Door of Business Growth

India has become an exemplary location for outsourcing business as India offers the same quality of work, maybe better, at a very low cost as compared to other foreign countries. It saves few costs of the business like the operating costs, infrastructure and the training cost, thus saving a huge amount of investment. The organization then does not have to worry about the right kind of technology or appropriate people for managing it.

When we talk about outsourcing, the first thing that comes into our mind is a BPO (Business Process Outsourcing) or a Call Center. A call center can be categorized into two working units:

       1. Inbound Call Center: When a customer initiates a call to the contact center or the call center, regarding some product or service, then it is the Inbound Call Center that is managing these calls.

       2. Outbound Call Center: When an executive makes a call to the customer, regarding some product or service, then the department making these calls is the Outbound Call Center.

Today, we will talk and discuss about the latter kind of the contact center. Usually, the outbound contact center provides services which are outbound in nature, such as, telemarketing, appointment handling and many more. Now we will talk about few of the services which are outsourced to Indian Call Centers:

    1.  Lead Generation

    2.  Database Selling

    3.  Market Intelligent

    4.  Direct Mail Follow Up

    5.  Debt Collection Services

    6.  Customer Satisfaction Survey

    7.  Appointment Selling

    8.  Email Service

    9.  Chat Service

   10.  Product Promotions

These call centers hold a very important stand in the telemarketing services because of its excellent services all around the globe. People all around world are using this service in order to gain the utmost benefit at a minimum cost.

In the end, would conclude by saying that an outbound call center plays a major role in the growth of your business. It allows the business to extend their hands for reaching the market in a cost-effective manner, opening the door for business growth.

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The Debt Collection Agency is the Need of Business World

When a customer defaults on the payment plan, it is then important to recruit the work to a debt collection agency to serve the organization in recovering the bad debt amount. It is well-known that the process of bad debt collection can turn out to be ugly and uncomfortable. So, in order to avoid these situations, organizations farm out the work to debt collection service providers.

Every company, nowadays, has to face bad debts. It is not always mandatory to write off the bad debts and forget about them. A debt collection agency works very dedicatedly on the recovery process. Now let us talk about some of the reason for recruiting a debt collection service agency:

1. The process of debt collection is usually time consuming, lengthy, complex and not to forget; expensive. There are some SMB that does not have enough resource and time to spend on the collection process, so they cast out the work to debt collection agencies. There are also the big companies that do not want to waste time on the collection process, so they also delegate the work.

2. It is also important to know that the agents working in the agency are professionals with required knowledge, resources and skills to give the best output.

3. After the debt collection agency is appointed, managerial employees and the business proprietors can conduct regular duties i.e. their actual work. It is usually found that businesses that practice on using their own staff to recover the bad debt, land up with low margin of productivity.

In the end, would summarize by saying that debt collection services clutch far better opportunity of collecting bad debts than the individual companies and are also skilled in retrieval of funds in a professional way.

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Debt Collection Services are Crucial for Business these Days

It is a topic of debate that whether an internal department of credit control provides a similar service like that of debt collection services or not. A debt collection agency can give better outcomes at a reasonable cost. The involvement of a third party agency in recovering debt should not be underestimated. These agencies work in a better way as compared to other organizations, as they are trained for the purpose of collecting debts. 

Hiring a debt collection agency or a collection credit service allows you to collect the outstanding payment from your defaulters; lawfully and easily. Making the debtors pay their subscriptions on time, can be a challenging and an interesting task, particularly if you are engaged in recovering an old debt. A qualified financial collector knows what effort it takes to monitor the inflow of debt amount owed. You will recover the bad debts with their help that have been pending for a much waited time.

Every collection agency has to obey to the debt management guidelines. Ensure that you choose a company that has the certificate to work and function in your state. If you have to make a list of all the unpaid accounts from several parts of the country, then look for a collector who possesses different licenses for various places. Different places have different guidelines, which is the main reason that this license is important. 

Acquiring your dues before time means that you are on the way of keeping your company losses low. If you are facing troubles in getting your customers pay for your amenities, then getting help from a professional collector of a debt collection department, might be the solution. 

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Call center services helps in resolving customer’s issues

Whether a business is managed by just one person, or by many people in a large enterprise, it at all times requires a customer care unit to monitor all the calls from the clients, to understand the requirements of the clients and to meet their needs wherever required. Woeful services to the clients open the door to inadequate sales and low esteem, which can be improved by hiring an inbound call center. 

With the rising business competition in the market, all the businesses seek for techniques to improve their business openings in the market by highlighting on the specific features of the company. They do not have much time to share on the matter of customer care and any other related aspects; therefore they feel a necessity of including a customer care center. Some companies have an inbound callcenter service ; some also subcontract it to some other company. This is a company which basically handles the entire call unit for the customers.

• High Quality Customer Support Service: It delivers answering service at a very nominal cost,   which   supports in allowing the customers in getting good value for their money and time, both at the same loop of time.                                          

•       Active Order Taking: This also is one of the most significant between all of the other services. This shows that a firm is always prepared to go in for orders from their clients and customers without any blunder on the call regarding sales. It also allows the firm to accrue the data about the product purchase by the customer.

•       Help Desk and Technical Support for the valued customers: An Inbound service is seen as the highly propitious, congruous and efficient technical support to the customers for the highly technological manufacturing firms.   

Now let us discuss some of the most important roles offered by the call handling provider:

In the end would conclude by saying that an outsourcing call center facility will surely be fruitful for your company. It will help you with resolving the queries of the customers.

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Call Center Services are important for business today

The businesses work on new strategies to lower their costs of trying out all the rules listed in the rule book. There are very few cost cutting strategies that have been as successful as hiring a full-fledged call center service. They reduce the work pressure; provide a way better service to the clients and lowers the cost drastically.

The services are contracted to contact centers for managing services like answering calls from customers, making calls in order to gather new clients, provide customer support service ( Visit Here ) , get customer feedback and customer surveys. One of the benefits of recruiting the services of a call center is to make your business look bigger than it actually is. It gives a professional and polished impression to the clients and customers.

Now, let us discuss few services provided by a call center:

•  Telemarketing Services: Telemarketing made through telecommunication is a very important part of the marketing plan in most of the businesses. It benefits the business in a very vital way. The companies which are seeking for a rapid growth in their business, then these services are the ones they need.

•  Inbound Call Center Services: Inbound centers deliver a huge range of services, from a straight        forward phone call to a call regarding the technicality of the product or service. A local number or a    toll free number is given to the customers for this purpose.

•  Outbound Call Center Services: The outbound calls include taking the feedback of the customers, conducting customer surveys, generating leads and many more services.

Hence, would conclude by saying that, it is important that you hire an organization that will understand the goals of your business and is ready to work accordingly. Your business cannot grow without making a different department for call handling services. It is a must nowadays to take a step forward to see your business grow globally with the most advantageous services given by the call centers.

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The best advantages of outsourcing work to call center in India

The cut-throat competition today, happens to be making way for a wide variety of personalized services that corroborate to link with the client expectations. Companies that do not have an exceptional customer care support be likely to lose the service with the target client in the end. They lag behind schedule in this growing competition and in the progression may also have to face survival catastrophe. Therefore, importance of call center outsourcing i.e. customer support services can never ever be denied. 

Time is changing and so are the wants of the customers. To endure in this competitive atmosphere, your customer necessities should be first taken into account. Today, customer expectation in terms of both service and support has reached new heights. This is because; the increasing competition has led customer expectations to change as well. If you own a company, you can establish an in-house call center in India. Well, if you want to save expenses then you can even choose to outsource customer care services. 

However, much will depend on the available resources that you may have. These include your infrastructure, technical knowledge and manpower. When large corporations can opt for an in-house call center set-up, a majority of the small and mid-sized organizations will find outsourcing to be the most viable alternative. Now you may wonder about why most mid-sized companies select call center outsourcing. Well, the answer to the question has been broadly discussed in the following lines.

Outsourcing offers a lot of advantages to a company, saving both time and cost of a company select to outsource services from a vendor. Most of the benefits of outsourcing call center services are as follows:

24 hours for every day of the week support to customers across different time zones

In globalized business environment of today, most businesses include consumers spread all over the different time zones. Almost all customers expect to have 24/7 customer service assistance and this is what is offered by the call centers. A customer care center works on a specialized service model that offer 24/7/365 continuous services to in order to ascertain that the consumers are given required assistance whenever required. Such services will help to build good ties between the company and its prospective consumers.

Working on the expertise

Maintaining in-house call center is always treated as an additional responsibility for any business. On the other hand, outsourcing customer care services will bring forth devoted and customized operational treat in conducting all types of major tasks, concentrating on targeted areas to bring about high-definition service. Hence, it can be said that outsourcing of the customer support services will be able ensure first-rate customer services.

Using advanced and dedicated services

A call center happens to bring you a bouquet of advanced and dedicated services. This in fact is one ideal way to making the right choice of the required services. A company looking to outsource activities should be careful when making the choice of available services as well as the vendor. It is the right type of partnership with the right vendor that will be contributing towards building the success story of any organization.

In the end, would conclude by saying that outsourcing the work to Indian Call Centers will always be a profitable deal for your business. A call center in India, with its excellent manpower, will always deliver a fruitful result.

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