Telegenisys

Most people may still associate the Indian BPO industry with cost-savings, but the reality is that the industry is doing a lot more than just helping businesses save operational costs. It’s not that providing costs savings to clients has become insignificant; as a matter of fact, it is still the primary objective and the basic expectation of providers and clients respectively. However, it would be myopic to view the industry as such because in reality the industry is benefiting not only the clients but also the country where its located. Currently generating revenues in excess of $8.4 billion per year, the industry is contributing significantly to the Indian success story.

What is even more noteworthy about the industry is that in a very short time, it has become one of the biggest recruiters, generating around 70,000 new jobs every year. This is of great help to a country like India, which has a large population and high unemployment rates. All this is good news for clients because business process outsourcing is a critical task that should preferably be carried out at a safe and peaceful location. As India develops, it will provide even more favorable conditions for undertaking outsourced projects, something that will benefit all of the parties involved, including both clients and the Indian BPO industry.

Since its inception, the Indian BPO industry may have been delivering improved results year after year, but just like any other industry, it too has some of its own specific issues and problems. Keeping in mind the urgent needs of the industry such as secure transport and safe accommodation for employees, improved infrastructure, advanced technology deployments and others, the Indian government has approved and finalized new SEZ (Special Economic Zones) policies, meant specifically for sorting out the problems and issues described above. The basic aim is to make it easier for the IT, ITES and BPO industry to carry out their business. The government itself has a lot to gain from these new policies because the IT and BPO sector combined contribute significantly to the tax coffers. With favorable policies, the industry is likely to achieve even more, which in turn increase tax revenue.

Clients of the BPO India industry also stand to gain because with the improved facilities and policies, outsourcing firms will be able to deliver far better results than was ever possible earlier. In effect, prominent benefits such as cost-savings, quality and efficiency improvements will become optimized. That’s good news for both the clients and outsourcing firms that together form the Indian BPO industry.

With the availability of advanced software tools such as virtual customer service representatives (V-Reps), some people have started getting overly optimistic about the potential downfall of the BPO India industry. However, the reality is quite different. It is certainly true that V-Reps are increasingly being deployed by businesses worldwide, but they still cannot be considered as a threat to the outsourcing Industry in India, because the type of processes they handle are completely different from the processes handled by the Indian call-center industry. V-Reps are meant for handling pre-defined inquiries and perform most of the jobs based on numerical inputs provided by the end-user. As such, it is all but impossible for them to carry out highly complex jobs such as telemarketing, technical support, records retrieval, financial and accounting services, content development, web promotion, legal services etc.

Far from being a threat, V-Reps are actually a blessing in disguise for the Indian BPO industry because they help in augmenting the efficiency of those who work in the industry. Deploying V-Reps as a part of the centralized customer service hub can help outsourcing firms reduce the work pressure on customer service representatives. Generic calls and requests can be identified and transferred to V-Reps, thereby reducing the work load of customer service professionals. This will benefit all of the involved parties, namely the clients, the end-users, the outsourcing firms, and of course the Indian BPO industry.

Regardless of the size of your business outsourcing your call center needs is a sure-fire way to increase profits. Often, a larger company will have the resources to create a call center in-house but many smaller companies need to outsource their support lines. Here are some tips to consider when outsourcing your call center becomes a reality:

1. Establish your objective. Your company must first clearly define what your exact needs and goals are for your call center. Whether it’s technical support, selling goods or customer services, decide what exactly you need to gain from your call center.
2. Shop around. It’s important to know what your options are as far outsourcing call centers. Make careful inspections of the different call centers and figure out which is the best fit for you and your customers.
3. Let the bidding begin. Once you’ve made a clear definition of your needs it’s time to open up the bidding. Different call centers will submit bids and it’s up to you to sift through and eliminate the ones that you clearly don’t match up well with. You’ll be able to discard the bids from companies that can’t meet your labor requirements, technological standards and basic business qualifications.
4. Implement your needs. Once you’ve selected a call center there will be a period where you work hand-in-hand in figuring out how to proceed. You’ll want to make sure that they clearly understand your business model and your expectations of them.
5. Determine the level of resources you need. The call center you’ve outsourced your business to will now reflect your company. You must make sure that you provide sufficient software and technology support. Customers will often only go through the call center and never directly contact your actual company. It’s important that the call center provides credibility for your company.
6. Training is the key to success. Work with the call center to make sure that they train their staff thoroughly in regards to your needs. If you don’t define what you expect from the call center then they’re less likely to cater to your goals. It’s up to you to provide as much information about your likely customers so that the call center representatives will be sensitive to their needs. Remember that it’s your customer base that drives your business and their experiences with the call center will reflect how they feel about you.

By-line:

Heather Johnson is a freelance business, finance and economics writer, as well as a regular contributor at Business Credit Cards, a site for best business credit card and best business credit card offers. Heather welcomes comments and freelancing job inquiries at her email address
heatherjohnson2323@gmail.com .

Because of increased competition, it has become a lot more difficult for businesses to remain successful in today’s market. There might be other reasons as well, but one should never forget that success in the market nowadays depends a lot on the ability to satisfy customer needs and expectations. One such area is technical support & services, which if not done properly can wreak havoc on your customer satisfaction levels. But if done properly, you will most likely witness a significant increase in customer satisfaction levels.

Assuming that you will want to use the latter option described above, we recommend that you contact us as soon as possible. We can help increase customer satisfaction levels related to your product or service because we are one of the leading providers of offshore technical support & services. You can either give us a call or send us an email. We will go through your specific needs and requirements and will get back to you with the appropriate technical support & services plan.