Call Centers India

According to one job portal site, the Demand for entry-level helpdesk positions has increased by 45 percent compared to the same period last year. The priority of the business is always to cost-cutting and to improve their bottom lines methods. Help Desk Services are giving this favor to companies.

To fulfill the customers needs and expectation now a days small and home based businesses are taking support from the help desk services. Due to less number of the employee or the financially challenging organization prefer to go for the help desk services. These services will give the support to give the best service to the clients on time. Accuracy and on time delivery of the project is two major factor for other client and the organization to get the more projects in future. Help desk service is suitable for the companies and processes which is huge and the client wanted the delivery in less time. Help desk services provided by the offshore contact centers 24/7×365 days.

A small company or even large company can save the money by taking the support from the helpdesk outsourcing. They don’t need to pay the outsourcing company a contracted amount and are not responsible for personnel expenses such as payroll taxes, workers compensation insurance and employee benefits for the employees of the call center that provide their sales, service and support functions. Another benefit of the helpdesk outsourcing is to save the cost of equipment, software and ongoing maintenance expenses.

We can entrust on the Help Desk service provider with their service and support functions which directly impact their customers level of satisfaction and relatively, the company’s reputation. As a result, the quality of service can reduce making outsourcing more of a burden than a benefit

Take your decision to outsource help desk activities by doing an analysis of help desk support processes, expected service levels, customer expectations and costs of outsourcing. Training systems should be developed to ensure that your company’s expectations in regard to service quality, policies and procedures are clearly conveyed to the outsource provider. Ongoing monitoring of customer satisfaction is also necessary so that you can determine whether or not the outsource provider you have selected is meeting the needs of your customers in line with their expectations and your quality service standards.

The huge benefit of help desk outsourcing is that it removes the complication in work station support and makes it easy and flexible. By employing well-prepared who work for both effective and quick in completing their tasks.

BPO industry that grows at high double-digit rates for two decades; provides massive foreign exchange gains; generates direct employment at levels way above the per capita income; catalyses the creation of four times the jobs in other industries (Source: Nasscom Strategic Review, 2007); becomes the basis for development of new suburbs and cities; spurs migration of people from smaller towns in huge numbers; and, in short, lifts an entire economy.

Finished college and planning to join a BPO? BPO jobs in fresh graduates, post graduates and final year students very popular. The most important thing about BPO jobs, they give very handsome salary, from this money students can peruse their further studies, improve themselves by academic, professional courses something like this, if not then they save the money for their future etc.

BPO is offering jobs in large numbers. Moreover, it is hard to get the pink slip if you are working for the BPOs. If employees don’t perform well, they are simply shifted to a different process or sent back for retraining.

Now let’s take a look at the pros and cons of joining the BPO sector as a career.

Ten reasons why you should join a BPO

1. One can earn a quick buck and lots of it. The companies provide excellent remuneration packages compared to other industries.

2. No technical qualification required but if you have then it would help you understand the technical part of process quickly.

3. No investment needed to upgrade you unlike many other professions.

4. One communication skills can be greatly improved. Many shysters end up as articulate dudes. The call centers run Personality Development Programmers free of cost along with regular voice & accent training.

5. You can actually imbibe a lot of knowledge depending on the industry you are working for, i.e. insurance, finance, accounting, telecom, auto, computer hardware etc. The companies also provide international certifications for the industry trainings.

6. You may be made to undergo the six-sigma and other quality control programmers hugely in demand in the corporate world.

7. You get good food for free and lots of recreational activities like gym, swimming pool, billiards, Internet for free. Also, one gets free home pick up and drops in AC cabs.

8. The work environment of most of the international call centers is truly world class. Also, most of the international BPO firms insure their employees for free. Plus, there are parties and get together at excellent hotels and discs on weekends all paid by the company. Camping tours are also arranged by the companies at hill resorts.

9.There are open feedback sessions during training which help you to know your strengths and weaknesses. You also learn team building skills and management.

10. Working in a BPO also helps while applying for a Visa to a foreign country. It gives you added points and helps if you are planning to immigrate as you are already familiar with their culture.

New technologies are leading the way in the evolution of the contact center. By the revolution in communication and information technology have led to a boom in call centers across the world. Call centers use different technologies to join with a customer. As focal points of communications, contact centers were the first to integrate voice and data technologies, deploying interactive voice response (IVR) systems that linked caller information with database records to accelerate response and improve customer service.

Today’s challenge is providing personalized service that can handle both voice and multi-media contacts (fax, email, voice mail, Web interaction). Enterprises are also incorporating a new array of contact center services such as video, wireless access, and compatibility with personal digital assistants (PDAs) and other smart devices.

There are so many versions of software and upgraded technology in the market to fulfill the requirement of call center. Different major technologies are:

Email Management: Email is the most commonly used medium for customer contact.

IVR: In telephony, interactive voice response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.

Guided speech IVR: The Guided Speech IVR approach for call centers is a hybrid model that integrates live call center agents with all the advancements of speech in a new real-time approach for callers. This new approach creates a “safety-net”, as the new role for the agent as a guide who assists the automation invisibly helps the caller using human intelligence and transcription to ensure the correct computerized service is provided.

CTI: Computer telephony integration is technology that allows interactions on a telephone and a computer to be integrated or co-coordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.

ACD: In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system.

Predictive Dialer: Predictive dialer systems are commonly used by telemarketing organizations involved in B2C (business to consumer) calling as it allows their sales representatives to have much more customer contact time.

WFM: Workforce Management encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems.

TPV: Third party verification is a process of getting an independent third party company to confirm that the customer is actually requesting a change or ordering a new service or product. By putting the customer on the phone (usually via transfer or 3-way call) TPV provider asks a customer for his identity, that he is an authorized decision maker and to confirm his order.

Virtual queue: Virtual queuing is a concept that is used in inbound call centers. Call centers utilize an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs are capable of holding queued calls in First In, First Out order until agents become available.

Voicemail: It is a centralized system of managing telephone messages for a large group of people. In its simplest form it mimics the functions of an answering machine, uses a standard telephone handset for the user interface, and uses a centralized, computerized system rather than equipment at the individual telephone.

Voice Recognition: VR is the task of recognizing people from their voices. Such systems extract features from speech, model them and use them to recognize the person from his/her voice.

VoIP: Voice over Internet Protocol, also called VoIP, IP Telephony, Internet telephony, Broadband telephony, Broadband Phone and Voice over Broadband is the routing of voice conversations over the Internet or through any other IP-based network.

Speech Analytics: Speech Analytics is a process of analyzing recorded human speech in order to collect information about what was said. In contact center environments, Speech Analytics is used to mine recorded phone conversations between agents and their customers. By carefully listening to hundreds or even thousands of calls, Speech Analytics automatically identifies important business intelligence that helps managers reduce contact center costs, increase customer retention and satisfaction, and improve agent performance.