15 Nov Offshore Call Center Services – Cost Effective Way to Enhance Productivity
The offshore outsourcing market has evolved over the last decade. Today, most of the companies are relying on offshore software developers and Business Process Outsourcing for Customer Support Services to explore the business with low investment cost.
Offshore services are categorized into three parts –
Most mature – Application maintenance and management, application migration, and legacy application development.
Medium maturity – New custom application development, enterprise application integration, implementation of application packages (eg, ERP, CRM, SCM), and business integration.
Least Mature – Call centers, business process outsourcing (BPO), infrastructure outsourcing, ERP services, remote network management, product engineering, embedded software, and technical services.
The two fastest growing segments of the offshore services market are application management and business process outsourcing (BPO). BPO is capturing the attention of many executives, as a way to reduce the costs of business processes such as customer care, billing, collections, claims processing, and various other back office functions and leaves business owner free to focus more of the other resources to maximum benefit.
Offshore providers will strive to create or extend differentiated capabilities and continue to expand their services portfolio offerings to include higher value add project-based services. Given the growing level of competition in the services outsourcing market, companies that don't have unique capabilities will be subject to downward pressure on billing rates.
Customers.
Most of the outsourcing companies from India and across the world wide offer following call center services by consider all the areas that your business could benefit from:
Inbound Call Centers services –
1. Customer service
2. Order hotlines
3. Support lines
4. Handling call overflow
5. Phone Answering
6. 24-Hrs Help desk and Technical Support
7. Emergency and Direct Response
8. Claims Processing
9. Consumer Response
10. Order Taking
11. Web Receptionist
12. Product Technical Information
Outbound Call Center Services –
1. Market Intelligence
2. Database Selling
3. Direct Mail Follow-up
4. Lead Generation / Qualification / Management
5. Seminar Population
6. Product Promotion
7. Debt Collection
8. Info & Literature Fulfillment
9. Appointment Scheduling
10. Decision Maker Contacts
11.Up Sell / Cross Sell Campaigns
12. Surveys
13. Customer Satisfaction
Non Voice Services –
1.Web services
Chat support
Email Management
SMS chat support
2. Programming services
3. Web based programming
4. PHP programming
5. Custom applications
6. Internet marketing
Web Based Solution – Back Office Support
1. Data entry
2. Mystery shopping
3. Web chat & Email response
4. Qualitative analysis
5. Research services
Business outsourcing services is being used to reduce operations, infrastructure and Investment cost. Offshore call center service helps in cost savings, and on the other hand increase the business profitability so that business owner can put more efforts to the growth of core business of organization. Recent Market research shows that India is the best place to offshore Call Center Services due to excellent quality of Customer Support Service at low price.
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