A new industry that has offices mushrooming in developing countries today is the call centre. It is an establishment that accommodates requests and queries as well as relays and submits messages through a telephone. It is owned and managed by an independent company specializing in communication for a clientele's consumer queries, IT services and product support. It uses advance IT and telecommunication technology and services for better access and faster response between its clientele and their customers.
Call centres may be located locally, majority are outsourced offshore for cheaper manpower. Some of the countries that offer offshore service are China, South America, India, Philippines, Hungary, Czech Republic, Mexico, Russia, Poland and South Africa.
Among the players, India leads the industry being the first country to offer its offshore service. It prides itself with low labor cost and low operating cost compared with most of the countries. One of the setbacks would be its Indian accent that can hardly be ignored.
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.
BPO offers its business clientele convenience by specializing in active customer relationship in behalf of their business client that is otherwise not the main concern of the company. BPO allows for building and maintaining healthy customer relationship. It also minimizes company costs that may have invested on in-house specialized customer services. It also extends company hours by making after office hours customer calls and other relevant processing available.
The convenience of having a BPO service goes beyond by enjoying an emergency answering service with its 24-7 live support, receptionist and customer service staff without the hassle of employment, telemarketer and telemarketing system for capturing targeted market and much more. The expertise of a BPO to handle a business professionally and the savings that comes from outsourcing are some of the reasons that this industry is growing.
An office is set-up with standard equipments like a personal computer, a broadband internet connection, a dedicated 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. These are tools that help agents of this industry work effectively.
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.
BPOs or Call centres have the flexibility to accommodate their clients. They can customize systems to create effective solutions for any fields in business. The bottom-line of customer satisfaction is faster return of investment by increased volume of orders and increased sales.
Call centres may be located locally, majority are outsourced offshore for cheaper manpower. Some of the countries that offer offshore service are China, South America, India, Philippines, Hungary, Czech Republic, Mexico, Russia, Poland and South Africa.
Among the players, India leads the industry being the first country to offer its offshore service. It prides itself with low labor cost and low operating cost compared with most of the countries. One of the setbacks would be its Indian accent that can hardly be ignored.
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.
BPO offers its business clientele convenience by specializing in active customer relationship in behalf of their business client that is otherwise not the main concern of the company. BPO allows for building and maintaining healthy customer relationship. It also minimizes company costs that may have invested on in-house specialized customer services. It also extends company hours by making after office hours customer calls and other relevant processing available.
The convenience of having a BPO service goes beyond by enjoying an emergency answering service with its 24-7 live support, receptionist and customer service staff without the hassle of employment, telemarketer and telemarketing system for capturing targeted market and much more. The expertise of a BPO to handle a business professionally and the savings that comes from outsourcing are some of the reasons that this industry is growing.
An office is set-up with standard equipments like a personal computer, a broadband internet connection, a dedicated 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. These are tools that help agents of this industry work effectively.
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.
BPOs or Call centres have the flexibility to accommodate their clients. They can customize systems to create effective solutions for any fields in business. The bottom-line of customer satisfaction is faster return of investment by increased volume of orders and increased sales.
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We are the industry leader in Call Centre. Our Inbound Call Centre is on the cutting edge of call answering technology with extensive experience in handling inbound calls.
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