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Call center outsourcing is the process of outsourcing tele-calling
related activities of an organization to a specialized external third party
vendor. Advancements in Information
Technology in the past two decades has led to a tremendous growth of this
industry as it allowed organizations to engage the services of third party vendors
based at remote locations at lesser costs to fulfill their business call center
needs. Call center services usually of two kinds - outbound and inbound
services. Outbound services include sales processes. Inbound services include
customer support and technical support services. Calls are attended by call
center agents who are trained individual human resources. IN the past few
years, may call centers have started automating certain parts of the calling
process with Interactive Voice Response technology.
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TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.
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