The new era called the information age has created a significant industry which is the call centre the Business Process Outsourcing that is seen thriving in Asia and other parts of the globe. It is a business that caters to the business client s customers. It is independently run by a company that specializes in customer service, with its IT system and product support service. It is continually adapting to the customer s needs by constantly improving on the IT and telecommunication technology.
There are call centres located near their serviced company, and there are also those that are outsourced offshore. The offshore companies maintain low labor and operating cost and can offer much cheaper services. China, South America, India, Philippines, Hungary, Czech Republic, Mexico, Russia, Poland and South Africa are some of the countries that are being outsourced today.
India is the first to offer its offshore service and is now leading in this industry. It is an English speaking country and has one of the cheapest manpower and operating cost making it a convenient option for businesses in the first world. The major problem encountered with its service is the Indian accent of most of its agents that are incomprehensible to people who are not accustomed to the accent.
One of the main reasons why BPO is attractive to businesses especially in the US is the cost. Offshore companies can legally pay a much lower labor and operation cost compared with the local company. Another reason would the native language that would best serve particular language speaking customers like Mexico servicing the Hispanic population of the US.
This industry specializes in establishing connections between their business client and their customers. It builds and maintains a healthy customer relationship through its telecommunication and IT services. It aims to lower the company costs on customer services. Additionally, it also stretches company hours by extending services twenty four hours a day and seven days a week.
BPO offers convenience to its business clientele by giving extensive customer services such as live support, a virtual receptionist, a customer care, a telemarketer and telemarketing system and a lot more. Its specialization removes the extra burden imposed on its business clientele servicing its customers in the best possible way keeping it on the mainstream as a sought after partner of businesses.
A simple set up of this business requires a computer, a fast internet connection, a telephone line, a corded telephone without buttons on the handset, a telephone headset with microphone, web browser, email account, Instant message account, back up power supply, and a quiet working station. Some of this tools are indispensable partners to a centre s agent.
Aside from the many types of equipment, this business may not be able to do its function well without the technology to aid it. This IT and telecommunication technology is evolving according to the needs and demands set by the nature of the business. A software to make easy access to the data on the computer and to input them is one important concern. An agent may also be helped by speech recognition software. This tool helps by analyzing speech and digitalizing it to be converted into a text. Over all, the innovations created for this specific industry is geared towards the betterment of customer care.
Call centres may customize BPO solutions for all kinds of businesses to address the regular needs to those that may be encountered in the process. The goal of enhancing customer care is to eventually increase sales and bring back money invested in manifold.
For over 50 years our call centre has been customizing programs to serve businesses' looking for solutions in telephone answering services, email response, and web integration.