With the advent of globalization, outsourcing has become a must-have trend. People contract out with third-party professionals for assistance in the business. It is an exceptional alternative to sort out the shortage of resources, fill up the skill gap and hire the best talent at a cost-effective price.
In this scenario of exchanging the best talents across the industry, it’s hard to ignore India as an expert. Many international companies are eyeing this country for discovering benchmark quality with offshore services while saving on costs by preferring any Indian BPO. It’s a mature sector where a number of experienced staff is available for the call support at every level.
As per a press release, this sector is contributing at least 8% of the country’s GDP. This much contribution in the country where a big portion of 1.4 billion population lives in rural areas is commendable. The government is also backing it up for being a big contributor to the national economy.
Their way of working is also recognized across the world. This is why people prefer Indian call centres.
How do call centres work in India?
Here is how they work here:
It is a centralized department that skillfully manages inbound and outbound calls from current and prospective customers. These may be located within an organization or outsourced to another professional that is specialized in supporting customers.
There are many online retailers, telemarketing companies, help desks, shipping & logistics, and many other organizations that reach customers to sell or support customers. Their main objective is to turn customer experience better because the improved experience will turn on engagement, which attracts more sales over time. It impacts the revenue, which increases over time.
In short, making customers happy and transitioning their brand experience into an easier & seamless brand journey work really well for customers.
Types of Call Centres in India
Majorly, there are four or five common types found here.
- Inbound Call Centre
These are professional hubs where a considerable volume of incoming calls is taken care of expertly. They are properly screened and addressed while ensuring a benchmark quality.
This is easily done by integrating an interactive voice response (IVR) system. Some call centre outsourcing companies introduce speech recognition technology to solve customers’ worries through automated messages. This process involves experienced call representatives or agents.
These agents are mostly responsible for administering customers’ problems regarding account management, scheduling, technical support, addressing complaints about products/services, and onboarding new customers to purchase.
- Outbound Call Center
Outbound call centres are preferred for making calls to customers on behalf of the organization for sales, lead generation, telemarketing, customer retention, fundraising, surveying, collecting bills, or scheduling meetings.
For a fast turnaround time and efficiency, they use a dialer to automate calls and their transfer to the available representative. It also used the IVR system for improving quality. In India, most of the international call centres ensure compliance with the National Do Not Call Registry. It is where people can add their contact details to control unwanted solicitation calls.
- Blended call center.
This is where a mix of both, inbound and outbound calls is administered.
- Offshore call center
This is what people prefer for outsourcing various back-office operations to a company located in another country. It’s a cost-effective solution, which provides call support around the clock.
- Virtual Call Centre
Like freelancers, these organizations hire geographically dispersed calling agents. They respond to calls using cloud call center technology. They may work either in a small group in different offices or from their own homes.
Well Defined Teams and Structure
Some professional personnel are required for running it successfully. Let’s catch up with the main roles and their responsibilities:
- Call agents
These are the bridging link between an organization and customers. They administer the problems of customers and do what is necessary. Depending on the type of call centre, these agents may administer incoming or outgoing calls. They typically have great soft skills and are a true problem-solver.
- Team leaders (TLs)
As the name suggests, these are for monitoring the team of call representatives for achieving the efficiency level and standard quality. They assist agents to deescalate conversations, resolve matters, and answer queries from customers or other agents. Furthermore, they also manage workflow, agents’ satisfaction, and quick administration.
These work as a supervisor of team leaders. Their main role is to guide TLs for smooth workflow & operations, ensuring no flaws in the quality. They also evolve strategies to go beyond customer expectations via innovation and value-additions.
- Quality Analyst
Quality assurance enables customers to receive specific requirements as per expectations about products or services. The quality analyst monitors and measures agents’ phone calls to up the call quality and customer experience.
- IT personnel
These are a must for ensuring smooth digital networking and environment. These are really critical to call centre services, especially for overseas customers’ solutions. They are responsible for managing technologies like cloud servers, remote servers, and tools to keep them up and running.
Technology Used in Indian Companies
Basically, these professional places require two key pieces of technology. The first is “computers” and the second is “headsets”. The IT team defines the accessibility of call center agents to computers and reliable headsets. These are a must to dial up and receive calls. They ensure that the voices sound should be clear and easy for customers to understand.
The same technology is applicable for remote agents, given that they have access to the internet. It helps them to connect with the organizations’ call centre software for secure networking.
There are some other technologies and software used like the following:
- IVR Software
- Outbound Dialers
- Speech Analytics Tools
- Call Monitoring Software
- Call Management Software
- Workforce Management Software
- Customer Relationship Management Software
KPIs or Key Performance Indicators
These customer support companies have a massive success rate and efficiency because of their KPIs. They may vary from company to company.
Majorly, the outbound call centres may focus on these KPIs:
- Cost per call
- Revenue earned
- Total calls made
- Tasks completed, & other metrics.
For inbound call centres, these metrics may include
- First call resolution (FCR)
- Average Wait Time
- Abandoned Call Rates
Call centres are professional companies, which are in abundance as inbound, outbound, or offshore call centres in India. These are where customers’ issues are addressed quickly and efficiently using advanced technologies and tools. This is to win the trust of customers and build loyalty. This is why these call centres are preferred.