Archive for March, 2011

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How to be a Good and Ideal Customer Care Executive?

As customer service representatives are the key strength for any successful organization, and keep you connect with your potential customers. So customer care executives should have excellent verbal and interpersonal skills, including being receptive to others viewshow to become good call center customer care representative and opinions.

In the recent time, it can be difficult to provide excellent customer service for each of the calls, especially when they have to deal with angry customers who might had to wait on hold for an hour or more before they even reach you. Often, the customer care executives will only have to answer the phone to listen to an immediate escalation of a customer angry voice.

Its very tempting to put on the defensive, it’s much better to let the customer continues to say what I mean. Angry customers who feel as if they were really being listened cooled off faster than customers who think that the customer care representative is not really concerned about their needs.

Customers who are angry are going to blame anyone for the problem they have, do not take it personally, instead, ensure them that their struggle has been ended now and issues will be resolved at the earliest. It is the responsibility of customer care representatives to make their customers happy and satisfied before hang up the phone.

It is important to realize that the customer believes she is talking to the particular company. they are unaware or not interested that they are talking with a very good lady named “Gelsey” or some one else who has her own family problems. All they know is that they have a problem and you caused it, that’s why want to know what to do about it from your end. And this is you responsibilities to resolve all their issues till hang up the phone.

All customers don’t have same type of attitude, many customers are very nice and just have a question about your service.

The key, however to provide best customer service, in spite of the situation is completely focused on the customer who is talking. Customer Service Representative is the key person who represent the image of any organization, and help the company to make a faith in the eyes of your business assets i.e Customers. If a customer has angered hard before, you should be able to let go of the anger before speaking to the next customer or notice through the call.

Information of Offshore Call Centers at Different Places of World

Offshore call centers are quite common in today’s outsourced business environment. Centers stationed in India, the Philippines, Central America and Eastern Europe, have grown in numbers and popularity. Offshore call centers are a polarizing issue. While most end users do not enjoy the experience, some find the use of these centers to be cost effective.

The United States is home to many quality call centers. To properly run a call center is a major undertaking. There is a lot of training and cost involved in the process of operating a call center properly. As a result of the high cost of running a labor intensive business, United States call centers need to charge their rates accordingly. While these rates may be considered high, using a call center usually more than pays for itself. Yet, in an effort to combat the high cost of running a call center in a way that most would find acceptable, many opt to set up or utilize an offshore call center.

Indian Call Centers
When most people think of an offshore call center, they are referring to India based operations. India is the home to thousands of call center operations. Many large corporations, credit card companies and outbound contact centers are located in India. While Mumbai is considered to be the call center capital of the universe, Indian call centers can be found in almost any province or region of India. While an educated labor pool in India is available, there are many cultural differences that make using an India based call center a challenge.

Philippine Call Centers
In the Philippines, the Call Center industry is booming. There are over 800 call centers in operation in the country. The industry has been labeled as the “Sunshine Industry” by the Philippine government. This is due to the explosion of the industry over the last 10 years. Call center services is the fastest growing industry in the Philippine economy.

Central American Call Centers
Many companies Outsource to a Central or American call center. While most of these centers are in Costa Rica, there are also centers located in the Dominican Republic, Haiti, Jamaica, Panama, Argentina, and Mexico. These Latin American centers have experienced great growth in recent years. Companies have been able to thrive in this environment due to the internet, reduction in telephony costs, and the need for educated, bilingual operators. While these call centers have their limitations, they can be a solution for companies needing Spanish, or Bilingual agents. Offshore Call centers located in Central America generally cost a third less than their US counterparts.

Eastern European Call Centers
Offshore Outsourcing to Eastern European call center centers has been a recent phenomenon. Contact centers are popping up in Poland, Romania and the Czech Republic. In these countries there is a large pool of multilingual employees. These centers have seen an emergence. Sophisticated internet applications have opened the doors for these companies to enter the worldwide call center business. These call centers may be a good fit for companies whose applications European languages such as Italian French, or German. These centers handle most European and Slavic languages. Outsourced Call centers in Eastern Europe are a very popular choice for UK businesses but are growing in popularity in the United States as well. These centers are less expensive than United States call centers by about forty percent.

While there are many offshore call center options, there are drawbacks to using these operations. What a company saves in dollars and cents is often negated by lost business, frustration and increased in house customer service that comes from dealing with these call centers. United States based call centers still are the best bet, and ultimately the most cost effective services available.

Back office customer support: Fleshing out and beefing up

back office support services call centers indiaCall Centers India is a CISCO based call center service provider. With an experience of about a decade, we have been serving all with our profound services and are able to manage any call volume with an ease. We offer BPO and KPO outsourcing services, IT support, infrastructural management and back office support services.
To talk about back office service at Call centers India, basically it is the back-end operations of the company, carrying in itself all the manufacturing and developing activities of the company. The crew and the personnels at the back office does not interact directly with the customers. When it comes to manage the work processes which are very time consuming, the purpose of back office support service comes face to face.
In this augmenting corporate world, it has become essential to indulge with back office support services. Despite of less consideration been given to back office services and its operations, they prove to be the best in providing patronage to any business. They are like soul to a body.

The task on which back office services are needed goes as:

• Creating and managing database
• Data harvesting
• Document Conversion
• Account receivables
• Software development

We, at Call Centers India conceive a belief to carry a holistic approach towards customer experience management. The back office services can also be named as the headquarters of the company for being so vital in all its aspects.

Call Center and BPO’s Role for Industries

The call center units are not just answering service units, or lead generation units or telemarketing units. These are places where all of these can be found, along with a host of other features that were not part of a BPO till a couple of years back. Now the BPO service is not just about voice calls, the inbound call center is not just about responding to incoming calls and the outbound desk is not just about making telemarketing calls. The all-round development of the call centers will be necessary for their own growth as well as for the convenience of the business firms that hire them.

Entrepreneurs and business heads are looking for business process outsourcing partners that can take care of all their office functions that they want to outsource. For this reason, it is important that these firms offer the entire range of call center services. Business firms will prefer to use the other BPO service that a firm provides if they find the right kind of work is being done on the project that they initially hired. For example, if a firm hires a call center for the phone answering service and find that the firm is doing an exceptional job, they might think of expanding their partnership. As a result of this, the BPO firm may be getting the task of carrying out lead generation for them. They may also be hired to offer web marketing services. In that case, the creation and promoting of the websites will also be the job of the call centers.

Business firms would enjoy such partnerships. They wouldn’t like to switch business partners too often. This economy is not where a business can afford to take many chances. Once they find the right ingredients in a BPO partner, they are more likely to stick to that. And the question is not all about experimentation. It’s with some stroke of luck that you find a call center that can understand and appreciate the mission and ethics of your business firm. When you achieve that balance of a professional tie-up, you wouldn’t like to venture outside and look for partners that destabilize the business. However, if the call centers don’t provide what you are looking for, you will be tempted to look outside the fold. That’s why the BPO service units should be ready with the entire range of business process outsourcing services.

From the perspective of the call centers, such tie-ups can only mean growth for the firm and for the call center services. Business firms would like to experiment with new BPO processes as well if they find the call center to be competent enough to handle the traditional ones. So if lead generation is the forte for a firm, an entrepreneur happy with their sales lead generation will avail their online services to generate leads. The firms have to build up that trust in the entrepreneurs where they can back their processes. Having glowing recommendations can make you a brand identity in the BPO services india sector.

Number of Facets to Consider before Choosing Indian Call Centers

indian call centers outsourcing call center offshore call center indiaThe general view of Indian call centers on the international stage reveals that outsourcing services give them the advantage of not only cost-cutting, but also enhanced productivity without affecting the quality in any way. Companies benefit and so do the customers as they can access the support from the best talent and know-how available throughout the world at much reduced rates. Cost benefits and worth of this initiative does not become evident at first as the heavy initial investment in training and set up infrastructure can look daunting. Disagreements against exodus of jobs seem to have cemented the argument.

The long term benefits are very important though, as it facilitates the company to save several jobs that it might have laid off otherwise. Mass of educated workforce working at less than half of the cost, using the latest technology and Infrastructure; India continues to enjoy the confidence and trust of global companies despite the recent adversity of recession and rise in competition due to emergence of other markets in this sector.
Offshore outsourcing call centers in India give their service to some renowned names of corporate world like TATA consultancy services, American Express, EXL, Barclays, Citibank, Cognizant, Royal Bank of Scotland, Genpact, Wipro, Infosys and Tech Mahindra.

Job seekers come across many options with call centers in India like Quality analysis, sales, marketing, Business analysis, data entry, accent training, banking and finance, insurance, mortgage, technical support, operations management and customer service among many others. One still needs to examine the kind of Indian call center that is fitting for him/her with regards to their natural liking and flair.

Call centers in India employ the latest technology, finest software and well-equipped support of infrastructure to be able to offer very good customer services. Call centers in India benefitted from privatization and reduction of in internet services, cellular facilities, telecom and paging services. It gives India an advantage over other countries because the infrastructure here is comparable with any. India has most number of state of art call centres in the world. Indian government recognized the prospects of IT-enabled services or ITES and backed that conviction with positive steps like giving incentives and development of required infrastructure.

Indian Call Centers are increasing rapidly by providing 24 x 7 quality services, also india has huge market share of BPO industry in world.

Indian Call Centers Services – Why You Should Google It?

Indian call center offshore call center outsourcing provider call centers india inc.Indian call center organizations have developed as a potential outsourcing hub in all over the world. As more companies understand the growing importance of stressing on their core competencies, they are slowly turning to the Indian offshore call center service providers. This is one strategy that has helped companies to boost up the brands by targeting the customers.

The Indian call centers organizations provide a wide variety of services that meet the diverse customer requirements. Whether you look for offshore customer inquiry calls or you are seeking for the technical desk support, the Indian call center organizations can offer you the best solution which takes good care of your individual needs.

With the main focus on specialized customer service, the Indian call center service providers have emerged as a front-runner in this competitive global outsourcing scene. Today, Indian firms are chosen for their extensive knowledge and experience of working with different customers evolving from different industrial sectors. Most corporate giants in the Europe, United States, Japan and the United Kingdom are leveraging on the proven expertise of the Indian service providers to minimize costs without even compromising on their quality standards.

Offshore call center outsourcing to the Indian firms brings about a range of benefits. Some of the most common advantages that companies offer are as follows.

Massive English –speaking manpower:

India includes a huge talent pool. The country has the largest pool of English speaking population that can offer first-time and speedy resolution for the customer calls.

Time zone advantages:

The difference in the time zones between Indian and the other countries like the United Kingdom and the United States makes India a viable option for most organizations looking to offer customers the 24/7 customer support and the help desk services.

Useful communication networks:

Due to privatization and the reduction in tariffs of the basic Internet services, cellular and telecom, India benefits from infrastructural advantages. It’s on the global companies to take full advantage out of it.

Favorable Government Policies:

Indian government policies offer favorable environment that have supported the growth of the ITES industry. Some positive steps taken by the call center firms are found to underline a commitment to offer quality service. These include:

Advanced resource allocation:

Leveraging upon the expertise of the Indian offshore call centers will help an organization to shift focus from the transactional activities and reporting. This will ensure the value-added business analysis.

Better access to the leading practices:

The Indian offshore call center service providers include the capability to offer a range of the offshore call center services as they offer exposure to work with the clients in several industries. They can offer companies the access to expert knowledge base.

Access to the leading practices:

The Indian offshore call center service providers include the capability to offer a variety of offshore call center services as they offer exposure to work with clients coming from diverse industries. They can offer companies the access to a dedicated knowledge base.

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March 2011
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