In simple terms, call center services refer to various services delivered by a call center to clients. Call center services primarily involve managing telephone calls by human operators. To understand call center services better, we first need to understand the definition of a call center.
A call center is a physical workplace wherein human agents receive or make outgoing telephone calls to existing or prospective customers of a company. Call Centers can be classified into various categories depending on their process and ownership.
Depending on operational processes, call centers are classified as outbound or inbound call centers. An outbound call center is a call center process, wherein agents make outgoing calls. In most cases, such calls are intended to sell a product or service, conduct market research, collect debts or generate leads. On the other hand, the function of an inbound call center is to receive incoming voice calls. These calls could be related to product or service information, technical support, reservations and bookings amongst others.
Call centers are also classified on the basis of their ownership. The in-house call center operations of a company is called a captive call center whereas a call center managing call center services for an external client is called a third-party call center.
Call centers services have been used by organizations for more than half a century to effectively run their businesses. However, business models have evolved over the years with advancements in technology, telecommunications and globalization. Offshore outsourcing and near-shore outsourcing have revolutionized the business models of not just leading global corporations, but also of small and medium enterprises. Call center services have evolved too, from a transactional services provider to a more value based service provider, driving demonstrable business impact.
The origins of the call center industry can be traced back to the 1960’s. According to documented history, the Birmingham Press and Mail was the first organization to successfully operate an early version of a modern day call center facility at their office using Private Automatic Branch Exchange (PABX) technology. PABX was a new technology of the era that allowed organizations to handle multiple calls at the same time by re-routing calls to several extensions within an office with the help of a human operator.
PABX technology was succeeded by a more sophisticated technology called Automatic Call Distributor (ACD) developed by US firm Rockwell in the year 1973. ACD was a computer led automated technology that made it possible for incoming calls to be distributed automatically to multiple extensions without the aid of a human operator. It significantly reduced waiting time for incoming calls as instead of a single human operator managing and diverting one call at a time, ACD diverted these calls automatically to agents. Continental Airlines of US was the first user of this technology. They used it to manage their ticket bookings.
Modern day global call centers emerged with the advent of the internet and the dot com boom of the 1990s. Internet and advancements in the field of telecommunications made it possible for call centers to be operated from far off remote locations at reduced costs without effecting process efficiencies. It led to the rise of a new global multi-billion dollar industry and that continues to grow till date.
Organizations today are grappling with multiple challenges. Shrinking product life-cycles, inconsistent customer loyalty and the constant onslaught of technology that disrupts existing business models are putting an immense pressure on already wafer thin profit margins that organizations operate on. Therefore, it is critical for organizations to streamline their existing business operations in a cost-efficient manner so that they can retain an edge in the competitive marketplace.
Outsourcing call center requirements to a third party business process outsourcing (BPO) company can help organizations increase operational efficiencies, reduce operational costs, and lead to an increase in overall sales and profitability. In an era, where customers are spoilt of choice, a good customer relationship program is an effective tool for organizations to retain and attract new customers.
Partnering a call center provides organizations with ready-to-use call center infrastructure without any capital spending any capital on setting up their own physical infrastructure. It also gives them access to skilled resources without incurring costs on hiring and training of resources. Plus, third party call centers possess experience of managing clients across industries. Their deep domain expertise helps clients identify process inefficiencies and re-engineer their business operations according to latest market dynamics.
The size of global IT-BPM outsourcing industry is estimated at USD 2.3 trillion annually, according to a 2015 report by National Association of Software and Services Companies (NASSCOM), India’s leading trade body of IT and ITES companies. Of this, India accounted for USD 146 billion, in which the BPO/BPM industry contributed approximately USD 18 billion. Another report in the same year conducted by the trade body in partnership with McKinsey forecasted the Indian BPO/BPM market to reach annual revenues of USD 50 billion by the year 2050.
Statistics clearly demonstrate the strengths of Indian BPO companies and their leadership position in the market. The outsourcing industry that emerged in India in the late 90’s, witnessed tremendous growth in the early 2000s with improved telecommunications, technology and conducive policies introduced by the government.
India offers several unique advantages which has helped it occupy its current standing in the global sourcing industry. The country is home to a sizeable young qualified workforce. Also, human resource costs in India are lower than western economies. The technical skill-sets of the workforce is exemplary and they possess good language skills in English which act as an added advantage.
The biggest advantage of Indian outsourcing companies over their counterparts in other countries is their deep domain expertise across multiple industry verticals. As a pioneer of the offshore outsourcing model, Indian BPO firms possess years of experience in successfully managing customer relationship functions of leading global corporations, across a wide spectrum of industries like banking and finance, insurance, technology, telecom, travel, healthcare, legal, manufacturing, media & entertainment, retail, utilities, shipping, logistics amongst others.
Outsourcing to India is no longer a question for organizations to rethink on. It is an accepted fact that outsourcing to India offers multiple advantages for businesses to retain a competitive edge in the current economic environment.
Our call center services are delivered over cloud telephony to ensure minimal upfront investments by clients.
As a CMMI Level 5 and ISO certified company, we follow high data security standards and protocols to ensure maximum data security of our client data.
Our delivery team comprises seasoned call center professionals who have years of experience in managing large scale BPO projects.
We offer customized solutions to clients depending on their industry, size of business and process requirements to ensure maximum return on client investments.
As a pioneer of the offshore BPO industry in India, we possess in-depth knowledge and expertise of working across multiple industries
We operate multiple pricing models to help our clients choose a pricing plan based on their requirements.
Our client list includes Fortune 500 global firms, large corporates, small and medium enterprises as well as start-up businesses. By engaging us a partner to manage their call center services, each of our clients has registered strong business growth.