Call Center Outsourcing Services

Customer services have become an integral and inseparable part of any organization. Every company has shifted its focus to cater the needs and expectations of customer to ensure the smooth flow of its business. In this economically unstable times and high volatile competitive market, inbound call centers services of call center have been able to create mileposts because of this sudden inclination towards customer satisfaction. Many countries are now called as the call center outsourcing countries. However, among of them call centers in India have surpassed the expectation in terms of cost effectiveness, quality oriented services and skilled resources.

Call Centers of India deploy large resources of advanced technology and state- of –the art infrastructure. The vast population of English speaking graduates, compliant rules of outsourcing of government and world class telecom infrastructure come as an added advantage. Working as call center agents they answer your call promptly, efficiently and in professional manner.

With inbound call center services you do not have to worry about missing even a single call. The inbound customer services are there working for you to help your customers on 24/7 basis.

The inbound call center services of call centers in India benefits you by:
1) Providing increased sales
2) Increasing Profitability
3) Reducing costs of each process
4) Enhancing Productivity
5) Generating potential leads
6) Increasing customer satisfaction by skilled customer support executive
7) Generating Qualified lead
8) By improving market coverage
9) Reducing the turnaround time
10) Accelerating market response

Services provided by call centers in India have leveraged organization success and added dynamics to its behavior. The flawlessness and positive eagerness of customer support executives to support customers have made them a mandatory part of any organization.

Inbound call center services mainly consist of
• Phone answering services
• Additional services of up-selling & cross-selling
• Claims and order processing services
• Product information services
• Healthcare answering services
• IVR
• Virtual Receptionist Support

Outsourcing your inbound customer support to India helps you to attain goals and objectives of the organization. Their services maximize your return on investments and increase the database of customers.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call center outsourcing and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call center.



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In a recent survey it was reported that about three percent of participants discarded the services of a company of which they considered themselves as loyal customers because of a negative experience with staff member, almost 30 percent of participants admitted to feel that they are not being treated as valued customers by the company. The reasons behind dejection were either the misbehavior of staff or negative response of the representatives of the company.


Here, one thing which companies need to understand is that with the expansion of their company, the responsibilities of team also increase. They start working in pressure and if, they have to handle the calls of customer their work load increases double fold. The up selling and cross selling, telemarketing services become onerous and time consuming that in consequence, affect the productivity of in-house team.

For all these problems, call center services come as rescuer. They do telemarketing for you; schedule appointments, attend customer calls on your behalf irrespective of volume and recognize the needs and demands placed by customers. Be it work of inbound call center or outbound call center services, call center outsourcing helps in achieving your sales goal, increase your conversion rates and reduce the burden of your in-house team that result in increased productivity and more results.

Call center agents have special skills that are continuously honed by training. Some of the unique call answering specialty that you will only be able to experience with call center agents are:

1) Time Machine

Call is answered in first ring itself. No waiting or no call back promises until the problem is too complicated to be solved by an agent or beyond the area of concern of executive. No time wastage of client. The customer feels good and you too as your sales boom.

2) Greet Sweet

They greet customers with friendly smile and talk pleasantly with callers giving them time to respond. They talk in cheerful mood and are courteous to the customers.

3) Always there to help

No matter how big or small the problems of customers, the agents do their every bit to please them and solve their queries without being interrupter.

4) Listening is the key

Call center agents are taught to listen and understand the customers while responding in a way that do not interrupt them.

5) Knowledge of market

The agents are trained properly about your products and market positioning along with the competitor’s product. This gives them a fair idea of your products and features.

6) The Closing Call

Closing of call is as appropriate as the beginning by call center agents. They are formal with interaction and treat customers as valuable asset to your company.

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“A leader is one who knows the way, goes the way, and shows the way”.

The above saying stands true in every case of leadership and when it comes to call center leadership, the relevancy and importance of call center. A leader navigates his team through all the odds of call handlings, beat their stress with his motivational way and tell them how to achieve results and success.



Most importantly, a call center leader is DRIVER of the Performance of his team. A call center leader can infuse positivity, work enthusiasm, team spirit or passion towards work or can be cause of negativity, lack of interest towards work. He can bind his teams together or can contribute in much worried about attrition rates. He can bring great recognition and rewards for the team.

Call center services providers have tough shifts and odd work-timings. A call center leader should create opportunities for the agents to vent out their stress and pressure for a better work environment. He should be accessible whenever he is needed for guidance and help by them.

A team leader may not be an expert but should be a motivator. He should know the true potential and capabilities of his agents as a team and on an individual basis and try to enhance them. He is a supporting pillar of the team and guiding light and should be positive in every situation of bliss and adversity.

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Call center outsourcing has proved its benefits and advantages for industries. It has opened up many gateways of success and outputs for companies at affordable rates. Call centers be it inbound call centers or outbound work 24/7 to create an uninterrupted bond with customers that eventually transforms into profitability for your business.

Apart from the well known cost benefits of outsourcing call centers services, you never have to compromise on anything. Neither on quality nor on quantity because your representatives of call centers work dedicatedly to make things work out for you on the behalf of your company.

Call center outsourcing services by improving customer relations and resolving queries or through telemarketing consolidate your brand image in the minds of customers. Hence, you get increased sales percentage. Thanks to their lead generation and analysis service, you get qualified leads only that help to increase the conversion rates. Moreover, your team does not have to spend most of the time to search good leads that creates so much of space for them to concentrate on issues that are more business relevant.

You use the resources of call center and utilize their best of minds and skill sets for the growth of your business. You do not spend time or money to cater the need of extra infrastructure or recruitments and can still ensure the growth of company and productivity of your team.



Call center agents are highly qualified and experienced. They utilize their work experience of many years for you and your organization. Their communications skills are strong and effective to convey and persuade the customers about your products.

Call centers offer comprehensive and varied services. Ranging from inbound - outbound call center services, telemarketing to web development, SEO and social marketing services they work to provide leverage to your business. The e-commerce services of call center increase the awareness and visibility of your product.

The entire work process of call centers is seamless and their escalation procedures are designed and streamlined to provide real time support to your consumer.

With the help of call centers your business looks more professional and become more result oriented.

About the Author:
Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call Center Outsourcing and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services.

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Call centers have become a craze among youngster. One could find a teenager to mid level professional working at call centers but as they say all that glitter is not gold, call center jobs could be lucrative and cumbersome at the same time.

The business process outsourcing industry mostly caters solution to numerous service related sectors such as airlines, pharmaceuticals, credit card companies, dentists, cellular service companies and cable and internet providers. Call center could provide inbound call centre services or outbound. In outbound process, an agent has to call a potential customer and inform him about the knowhow of a product whereas inbound services deal with incoming calls, emails or SMS services related to a product or services. An outbound call center job could be tediously repetitious owing to the nature of job. The life at inbound BPO is challenging and demands much more attention and presence of mind. An agent has no idea of question; query or feedback a caller would talk about next. The process timings of contact centers are 24/7. Calling people with the same script, resolving their issues regarding a product and working at a 12 hours gap can drain out a person mentally, socially and physically. Therefore, a time to time rigorous training is conducted for them by their supervisors. Motivation camps, entertainment games, fun meetings are scheduled on a regular basis by the management.

BPO industry is known for their hospitality towards their employees and clients. For clients they save labor, costs and time while providing each and every facility to their staffs. Be it free lunch, a pick and drop facility, internal promotions on performance levels, in house gym or other entertainment facilities. Even if you are working as back office staff or an agent or in IT department of call centers, this job requires sitting and speaking for long hours and schedules. Moreover, customers can be really unpredictable. One needs to be really patient and polite while answering them.

The good news is that call centers hires people who are fresh, inexperienced and good in English. The starting salaries may vary but agents get hike very quickly on the basis of their performance. The compensation per project is also very hefty. So, with a job as an agent, one could be assure of financial security.

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The trend of outsourcing call center services and operations is on the rise. The strategy of outsourcing business needs at minimal required expenses is seeing the best of times. In a survey, it was revealed even now, when call center outsourcing is at its extreme cost drives the decisions of key potential leaders of an organization. 65.1 percent of the participants from various North American organizations were outsourcing because their call centers were providing quality solutions at affordable rates. In this survey 41.3 percent said that they are outsourcing because their in-house team was unable to handle the workflow. 27 percent cited the 24/7 contact base with customers as a reason for outsourcing. Another 27 percent were outsourcing to check if it could benefit them in any way.


However the respondents nodded in positive when it came to the output and results of call centers.

The benefits cited in this survey were:

1) 33 percent said that due to outsourcing their operation efficiencies have increased where as the costs have dropped down. 21 percent said that they have same experiences in big quantities and too often.

2) 29 percent experienced and enjoyed the convenience of being in touch with consumers all the time in moderation whereas the same was experienced by 21 percent in abundance.

3) The call flow was handled efficiently and in better way than the in- house team even at peak hours and regardless of call traffic. (22 percent in majority and 27 percent said as on an average basis).

4) 24 percent saw and observed moderate improvements in flexibility and scalability of work while 19 percent reported a noticeable boom in the work methodologies.

5) 30 percent noticed a moderate increase in productivity while the number of abundant growth was limited to 10 percent.

6) 39.7 percent reported that they were very satisfied and pleased with the performance of their outsourcing vendor. The percentage of somewhat satisfied amounted to 49.2 percent.

The survey presents the new global face of call center industry and its services. India, which has become outsourcing specialist, is known for the quality services regardless of the boundaries of nation and time. The vast population speaking English and other foreign language, technically sharp minds and human work force available at 50 to 80 percent low rates as compared to U.S or U.K labor charges, draw the attention of most of the companies of various industry segments.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services.

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