Unemployment: Is Call Center The Answer?

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The debate over the question of offshore BPO outsourcing has brought one important conclusion to the surface. The call center industry is now renowned for being the best bet to revive a dying economy. This is true not just for the call centers in the third world countries. The same can be said about the domestic ones in USA. Otherwise why would the American political establishment be in such a raging war over the question of business process outsourcing? The way things are, the Obama administration is somehow sure that they can bring down the unemployment percentage only by getting more of telemarketing projects.


What has brought out this dependence on BPO? Often touted as the least reliable when it comes to pursuing careers, the contribution of the call center industry during the recession is what turned the tide in their favor. It’s diversification into various call center services, other than the customary voice calls, has managed to get in more clients. The business process outsourcing firms are now working on core business projects, the ones that make or break companies. They are getting to be more elite in their standing when it comes to contributing towards the national income.

Contact Centre Solutions For Business Needs

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Contact Centre Solutions :

Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing and even instant messaging. A contact centre is a centralized office used for reception and transmission of large volumes of requests by telephone. Inbound Contact centres deal with product support and customer enquiries. Outbound contact centres deal with telemarketing of products and/or services. In addition these contact centres collectively handles letters, faxes, live chat, and e-mails.

A contact centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. Most major businesses use contact centres to interact with customers.

A contact centre, also known as customer interaction centre. Through contact centres, valuable information about company are forwarded to the appropriate department or staff.

More Satisfied Customers on Answering Service

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The answering service departments of the call centres are seeing some improvements in the recent times. As compared to the satisfaction levels among the callers in the past, there is a sharp rise in how many callers go back from the inbound call center desk happy with the experience. It’s not uncommon for the callers to find that the phone answering system is not up to the mark and there is a lot of ground for improvement. However, with the right steps in the right direction, the monsters of the past can be put to rest now. Callers have observed that repeated complaints about the call center services have actually come off with some reward.




Satisfied Customers on Answering Service These days you can feel the efficiency when you call answering service. The percentage of first-call resolution has increased dramatically. The right call center agents are answering the phones. They are aware of the solutions, as much as they are confident about providing the right solution to the caller without wasting the caller’s time. There is a sense of urgency and BPO units are using Interactive Voice Response System (IVR) to handle the rush at the inbound call center desk. The insistence of keeping a close eye on the watch while answering calls has brought about excellent results. Time becomes a defining factor even for callers who are calling toll-free phone answering numbers.

Efficiency of Call Center Reporting

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The efficiency of a call center may be best expressed in the reporting structure. The BPO unit must always resolve and streamline the way reports are generated. You must realize that reports are not made to find fault in what your employees are doing. Rather you have to view it in the positive light. A proper report on your call center services can pinpoint the weak areas. You can easily find out where you are expected to put in more time and energy. You can figure out where your telemarketing agents need training. Reports can be an eye-opener if you study them in the correct light.



Call centres generate report that helps them figure out where they need manpower or technological inputs. For example, if the callers are holding on to the phone line for too long you need more agents on the inbound call center team. Similarly, you need to when you have higher call volumes. More callers definitely mean good news but at the same time, you will need more agents at answering service. With intelligent reporting formats, you can eradicate the practice of routing the calls here and there and making callers wait to speak to the right agent. Holding on and waiting are pet peeves at phone answering and you must look to remove them from your services.

Midlevel Call Centers Bring Change

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You may have thought that the big players in the BPO sector are the ones that bring about catalytic changes in processes and operations. That is not true, as reported by the Symantec 2010 State of the Data Center Report. The studies tell us that call centers in the midlevel stage are better suited to look for innovations in technology used for answering service or telemarketing. Small scale BPO service units do not have the financial requirement to invest in such measures and large scale concerns are rigid in their approach. They are unwilling to look for fresh grounds after they hit upon something that regularly provides a favorable ROI. It is the medium sized call center units that initiate changes.



There are some other trends as well. Medium sized call centres cut into the business revenue of their larger counterparts because they are more accommodating, flexible and in sync with the moving times. These call center units are more willing to work together with the client. Clients also feel comfortable about hiring such telemarketing units that offer them important and incorporate suggestions. Midlevel BPO units also offer call center services in diverse aspects and they are willing to think out of the box. In the modern times, these traits become very useful because the customers are always changing their preferences and patterns.

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