How Do International Businesses Leverage Call Center Services in India?

In this age, Call centers in India are in huge demand worldwide. Learn How and Why? Yes, you read it correctly! This is because India has the highest educated workforce around the globe. In addition, outsourcing call center services to India is a cost-effective choice. There are two key reasons why nearly every European and US company is willing to outsource their call centers to India only.

In today’s competitive market sphere, many businesses struggle to survive as they do not have enough resources to beat the existing competition. It is difficult for few companies to stay at the top in this market. If you are one among them struggling to take your business to new heights and make your customers heard and happy with your services, outsourcing your call center services in India is the best way to lead your organization towards growth as well as reach the top globally.

Research said that more than one-third portion of European and US companies prefer to outsource call centers to India. This is because they derive several advantages. Furthermore, when it comes to delivering outstanding customer support services, collection services, and telemarketing requirements, a call center in India is the most preferred choice of most multinational or international companies. So, let us discuss briefly how call center services in India are on the boom, what are the reasons behind it, and why India is the hotspot for outsourcing call centers?

Starting with the basics:

What is a Call Center?

A call center generally refers to a centralized unit that handles all inbound and outbound calls from potential customers and new customers on behalf of a company. Additionally, it could be situated within the same organization as well as outsourced to offshore companies that have a specialization in handling multiple calls.

What Do We Understand by Call Center Outsourcing?

Outsourcing call center services allows companies to spend their precious time and resources on the important aspects of their business, such as sales, product development, and content creation. Rather than expanding on the customer service workforce, organizations may hire an outsourcing company to oversee a corporate function, like existing or small business clients.

Furthermore, outsourced call center services have the ability to completely take over a company’s call center operations. This denotes that instead of outsourcing just one or two components of the call center’s operations, the company is outsourcing all of them.

What are the services that are offered by call centers in India?

Well, there are multiple services that are offered by call centers in India. Some of them are as follows.

1. Inbound Services:

These services refer to replying to customer queries about the product or services to resolve any issues that may have with the services.

The following are a few of the inbound support services:

Upselling and cross-selling
Maintaining the image of the brand
Resolving customer service concerns

2. Outbound Services

These services refer to calling a company’s existing or potential customers. Generally, these calls are intended to generate sales, sell subscriptions, or retain clients.

The following are a few of the outbound support services:

Generation of leads
Sales services
Client retention
Appointment setting

3. Telemarketing Services:

These services are the best way to market and selling of products and services by connecting with potential buyers and informing them about the new or additional features and leverages of your products and services.

The following are a few of the telemarketing services:

Customer retention
Outbound telemarketing
B2B and B2C telemarketing

4. Technical Support Services:

These services are referred to the IT helpdesk for the customers and clients. Additionally, it plays a significant role in resolving customers’ technical queries and issues regarding the products and services. As we all know, the use of technology is enhancing day by day globally. Agree? So, in that case, this support service is the key to keeping your customers satisfied and retained with a company for the long term.

The following are a few of the technical support services:

Support of hardware products
Technical support of operating services
Support of emails
Technical support of portable devices

What are the advantages of outsourcing call centers in India?

Well, there are many perks of outsourcing call centers in India. Some of them are as follows. So, let’s examine them!

Running an in-house call center is way more costly

In-house call centers need a large workforce. Big call centers have a 44 percent turnover rate, which necessitates agent recruitment, hiring, and training. Computers, workstations, internet connections, top-notch equipment, and software are all part of the infrastructure and facility expenses. In exchange for a short- or long-term contract fee that is usually less than the cost of setting up the complete system in-house, an outsourced call center in India absorbs these costs.

Allows greater scalability and flexibility

As call volumes increases and customer expectations rise, call centers are getting increasingly congested. An outsourced call center company has the ability and resources to meet all your rapidly changing needs, such as offering 24/7 hours of customer support, after-hours help, or recruiting more agents during peak seasons.

Get hold of the latest tools, data, analytics, and technology

AI is now being pursued by 56% of call centers. Process automation is pursued by 33% of call centers, and video chat is utilized by 31%. For collection and data analysis, customer care, quality assurance, and omnichannel customer support, outsourced contact centers tend to invest in a huge range of tools and technologies. They do so in order to meet the various needs of their customers. These tools may be too expensive for a small business.

Enhanced customer experience

Call centers in India have agents that are completely focus on answering calls and delivering better service. On the other hand, in-house call center agents are usually expected to execute a variety of jobs. Outsourced call centers, on the other hand, are dedicated to their work and hire and train educated employees to handle any difficult situation. Their skills and knowledge enable them to provide outstanding customer service in the call center industry.

Monitoring and quality assurance have been improved

Outsourced call centers have the required resources, staff, and processes in place to record and analyze every call, as well as make any necessary adjustments. Their regular, weakly, and monthly reports are usually enough to ensure quality at all stages.

How to choose the best call center in India?

As per experts, here are a few essential things that you need to consider and ask while hiring a third-party vendor to handle your customer support services?

There are many companies that are now outsourcing their customer support to third-party service providers. But still, before hiring a call center to handle your customer support duties, you need to consider the following five tips that help to choose a better call center in India for the growth of your business. So, let’s have a look at them!

Firstly, collect several references and also contact other clients.
Before interviewing call centers to hand over your duties, you must have a clear understanding of what you want or what you need.
You should ensure that the call center data can merge with your CRM solution.
Verify that they are the right people and resources to handle your customer support and services.
You should have a clear understanding of what is going around and how you will be charge.

The Bottom line

Now, managing call center services in-house is a difficult task for various companies. Thus, many international and multinational companies want to outsource their call center to India.

Additionally, India provides instant response to the customer solution within zero waiting time, improving the customer trust and legacy towards your organization. And also, these all things lead your organization towards growth. Apart from all these things, it is also important to choose the best customer service provider, and for that thing, you need to consider the following tips that are mention above.