Best Call Center Service Provider In India

About Call Centers and BPO ( Business Process Outsourcing Companies )

Very often, there is a confusion between a Business Process Outsourcing (BPO) and a Call Center. When it comes to a BPO, it’s an organization that performs a process or a part of it for another business organization. This type of outsourcing helps to save on costs and gain in productivity. On the other hand, a call center performs that activity of a business that involves only handling telephone calls - exclusively.To put it in simple words, call centers are centralized departments that handle phone calls to or from current customers and prospects. A call center may either be located within a business or outsourced to another company that specializes in handling calls.

A call center can be categorized into three types - Inbound call center, Outbound call center, and Virtual call center. The inbound call center, as the name suggests, receive calls from customers. On the other hand, the outbound call center, makes a call to prospects or existing customers. The third type of call center -the virtual call center, combines the services of inbound and outbound call centers. They can be operated from anywhere, and it is quite easy and quick to set them up. The biggest advantage of virtual call centers lies in the possibility to integrate your CRM or other sales support systems. Further, the above three types of call centers can be classified into domestic and international call centers. While domestic call centers make and receive calls from prospects or customers within the same country, international call centers receive and make calls to prospects or customers from all over the world.

Why Outsource Call Center Services?

Customers will want to talk to you if they believe you can solve their problems. - Jeffrey Gitomer

The business world firmly believes in the tab, ‘customer is the king’, and no business wants to lose their customer. There are many enterprises whose businesses are at stake due to insufficient customer support. Call Center services, as the name suggests, are primarily voice-based services; they help to bridge the gap between a business and its prospects leading to increased sales. In this article, we will try to understand the necessity of outsourcing call center services.

In-house Call Center Vs Outsourced Call Center

Whether you are a service-oriented company or a product-based one, customer satisfaction is always your top priority. Prompt and professional responses help to retain customers and convert prospects. Depending on whether your business is an established one, or a start-up, or in an expansion mode; you can accordingly opt as your call center option.

Inhouse Call Center: Any business that owns and operates its call center by itself is referred to as an in-house call center. What it means is that the business has its in-house team that takes care of the software and hardware installation, configuration, and maintenance.

Outsourced Call Center: Any business that utilizes the call center facilities of another company that specializes in offering its services, is referred to as an outsourced call center. Businesses that cannot afford or don’t want to spend on hiring employees to call or receive calls, and further spend time and money on training employees, and implement different technologies; outsourcing a call center works out to be the best and cheapest option.