Call Centers India

Voice over Internet protocol (VoIP) has recently become more common in corporations large and small. By combining separate voice and data transmissions onto the same line, this new communications option enables companies to lower their telecommunications costs and, after taking advantage of the savings, companies are looking to extend VoIP’s benefits.

Now that many companies have put VoIP infrastructures in place, some are looking at ways to leverage their investments and gain a competitive advantage. In fact, a number of companies are looking to extend their customer relationship management deployments to more locations. Also, once this new voice infrastructure is in place, enterprises are able to deploy more sophisticated applications, ones featuring items, such as intelligent dialer systems, support for interactive live chat support and unified communications.

Yet, most installations have started simply. The main attraction for most of the companies that have installed VoIP is reduced telecommunications costs. With VoIP, firms can consolidate autonomous voice and data networks, a change that saves them money. The savings come from the communications lines themselves, one high speed line is needed for all communications rather than separate ones, as well as less expensive network equipment.

::: Lower Costs :::
VoIP switches tend to be less costly and easier to maintain than traditional voice devices, such as PBXs (Private Branch eXchanges) and ACDs (automated call dialers).

The lower prices deliver many ancillary benefits. With the introduction of lower-cost-per-port speech engines and new competitively priced servers, the price of providing CRM applications goes down — sometimes quite dramatically. “With VoIP, companies can justify installing CRM systems for smaller workgroups and in more remote locations,” said Denis Pombriant, a principal with Beagle Research.

These newfound abilities have also spurred adoption of the outsourcing sof CRM functions. Because companies have more flexibility in where their call centers can be located and how they answer customer calls, many are using VoIP to help with outsourcing their call centers.

Also with new VoIP switches, companies do not have to rely on traditional dialers. In many cases, traditional hardware-based ACDs are being replaced with VoIP switches because the former is expensive, costing in the range of hundreds of thousands of dollars to purchase, and difficult to upgrade, integrate and support.

::: A More Efficient Call Center :::
The new VoIP platforms offer appealing features, such as a quick connect function. This feature helps to reduce abandon rates by connecting the call with the agent prior to connecting with the customer, thus eliminating the lengthy pauses associated with dialer-generated calls that many customers associate with incoming sales calls.

Another function that many VoIP switches support is automatic recording, so a company can capture 100 percent of its calls. Consequently, calls can be automatically tagged and categorized for use to either streamline business actions or resolve disputes.

Companies can also automate many of their internal processes, and use the customer intelligence captured to refine and enhance its customer service and sales initiatives. Contact center agents can be trained via best practice interactions, which are captured and later organized via the VoIP recording component. As a result, improvements in contact center service quality and frontline supervisor productivity become more possible.

Solving disputes becomes simpler. A customer may say that they ordered seven items but the order taken indicates four. Since a record of the order has been kept, a company can check to see if a mistake occurred and then take steps to prevent it in the future.

::: Next Generation Applications Emerge :::
Enterprises are just beginning to examine which new applications they can run on their new VoIP platforms. Interactive chat has become more common in companies and VoIP makes it simpler to connect a voice user to this data application. “Companies can now be proactive and ask customers if they need help when they see that they may be having trouble navigating through a Web page,” Beagle Research’s Pombriant told CRM Buyer.

Corporations are also looking to move beyond VoIP to use video on their enterprise networks. “Video can offer some compelling advantages with call center interactions. Another new application is unified communications, where a speech engine is one of many elements (e-mail, instant messaging, PDA) designed to access data. Microsoft’s Office Communications 2007 Server features VoIP, video, instant messaging, conferencing and presence features that will be bundled within Microsoft’s CRM products as well as its Office and ERP (enterprise resource planning) software.

::: Cutting Costs and Raising Productivity :::
The potential benefits that unified communications offers include improved productivity and lower operating costs. Employees will be able to respond to messages instantly regardless of where they originate; businesses will be able to cut their communications cost because they will rely on fewer components.

While there has a great deal of progress with using VoIP in the call center, there are still a few barriers to adoption. Many companies do not have the infrastructure to support the new devices. In many cases, CRM hardware is a long-term investment, one spanning several years, so companies may have to wait months or even years before being able to re-examine their infrastructure.

Yet, those shortcomings are viewed as short-term issues. Many companies are now using VoIP to enhance their CRM deployment and many more will be joining them during the new year.

For Example: Vcarecallcenter.com - India’s one and only end to end CISCO based IP network. 

Source: Paul Korzeniowski, CRM Buyer

To Read More:  Legal outsourcing to India a reality

It is a continuous thought priority to all call centers to know how they can save money in their contact centers and throughout their operations.

Few tips which is step by step to go for the cost reducing

Make a Team: Make a team which will do the review. Because call centers efforts are heading for at customer service, process improvement and potential cost reduction, form a team that can bring different disciplines to the process. Also include general training and quality training, human resources, center scheduling, telecom traffic, IT, marketing, and returns and replacement if all of these areas are within responsibilities.

Take the opinions and input of all of team members. Challenge them to assess how things could be done differently, and make them answer the question, “How can costs are reduced without lowering the standard of customer service?” These meeting we can keep in the starting of the year to set up the target.

Marks the Achievements: By marking your achievement, it will be indicator to know the performance measures up against set standards and plans. The major achievements include contacts per hour; service level; abandon rate; attrition/turnover rate; call-handle time; talk time; after-call work time; contact-to-order ratio; transaction volumes for Internet, phone and mail; non-phone volumes and others.

Review: Labor’s cost, quality and availability is becoming an issue for many call centers, particularly in seasonal businesses where the selling curve is more compressed. Review advertising media costs and results, and exchange information with other human resource departments. Review pre-hiring testing, employee selection criteria and practices. By review process we can know the possible improvements and cost reductions for the process. It will help us to know more about a place for temporary agencies rather than relying completely on in-house hiring.

Revenue Generation: As part of their mission, many contact centers are charged with becoming revenue centers in addition to taking orders and providing customer service. By revenue generation reports we can show about success with cross-selling, up-selling, outbound selling and increasing the company’s average orders. It will be really help full for the cost saving in call centers

Good news for the small medium business (SMB) for which you must be waiting from long time. Now the ERP gets easier for the SMB. A few years back the Enterprise resource planning (ERP) was a self-important expression with expensive software to match. ERP is helpful for the managers to do their responsibilities more efficiently, boost sales and reduce costs. ERP is business management system that gives a support to the mangers of the companies to command of data and workflows to get the clear report of each factors of the business.

The essential part of the business like planning, manufacturing, sales and marketing are also cover with ERP. It also covers activities like inventory control, order tracking, customer service, finance and human resources. For example, ERP software can automatically indicate to the managers when it notices that stocks have gone down in a sales depot. Dealing with the suppliers is sometimes very difficult for the managers but with ERP it will be easier for a company manager to deal with suppliers.

ERP software is now available in much cheaper rate for small business also because now a day’s number of computer users is increasing day by day. A large group of people are using various kind of software to manage all the official details. ERP software, once a privilege for the global multinational, is available on much cheaper rates.

SaaS (Software as a Service) – It is refer to renting of software over the Internet, much like Web based e-mail. SaaS is also contributing to software becoming cheaper and easier to use. Industry officials say the emergence of SaaS and cheaper ERP software has dramatically lowered the barrier for users. Top ERP solution providers are now targeting just about every company, size no bar Consider the case of SAP, the global leader in ERP software, which once was associated largely with multinational giants.

On November 21, 2007 SAP India announced record-breaking quarterly growth for the third quarter of 2007 with the addition of more than 714 new customers till September 2007, translating to more than two new customers per work day in 2007. “A growing SMB (small and medium business) market, opportunistic investors, and middleware technologies converge to make the SMB market for ERP applications one of the most competitive environments for market growth and product innovation within enterprise applications,” —- Says Gopakumar Sivanandan of SAP India.

A spokeswoman for rival Oracle India spokesperson agrees. “Mid-sized companies are driving India’s GDP growth today,” she says. Microsoft recently launched Microsoft Dynamics NAV designed specifically for medium sized companies.

“Dynamics NAV delivers integrated functionality to support solutions for financial management, supply chain management, CRM and E-Business.” According to Sushant Dwivedy from Microsoft India,

For small and medium enterprises sometimes it was very hard to pay the cost at one time.
Earlier it was required Rs 10 to 15 lakhs can be done at a fraction of the price for ERP software. Though it must be that renting out software involves a recurring cost every month. The onetime cost of an ERP package needs returning costs in training and support and to that extent, renting the ERP software over the Web could be a lot better Consider.

The cost of the ERP for SMB is available for three users at Rs 25,000 a month, for five users at Rs 35,000 a month and 10 users at Rs 60,000 a month. No hardware, no personnel, no software cost is required in addition to this. Oracle and SAP have attractive pricing that make affordability a huge attraction. Oracle starts at as low as Rs 2,800 per user license, though it calls for implementation and support cost Much cheaper versions are also available from the Open Source movement, which uses operating systems based on free, modifiable platforms like Linux. Source – HT Times

According to market researcher Gartner, revenues from business platforms in India grow from $12.1 million in 2005 to $16.4 million in 2006, with all leading vendors posting double-digit growth. The Indian ERP market is expected to see a CAGR (compounded annual growth rate) of 25.2 per cent over the next five years. The market was $83 million in 2004, and is projected to be over $250 million in 2009.

Some companies are realizing that their call center staffing processes are not only inefficient, they are also very costly. Many are seeking an alternative and are turning to RPO (Recruitment Process Outsourcing) as an option. Recruitment process outsourcing (RPO) is a growing trend in which companies outsource all or part of their hiring functions to find better-quality people to staff your call center. RPO can be used successfully to fulfill a range of hiring needs for organizations; and is particularly well suited to call centers. Specifically, RPO delivers benefits for call center operations that include sourcing higher-quality candidates, improving fill ratios and “show rates”, decreasing turn-over, and reducing hiring costs.

Recruitment Process Outsourcing (RPO) is a form of business process outsourcing (BPO) when an employer outsourcers or transfers all or part of the staffing process to an external service provider.

An RPO engagement can be structured in one of three ways depending on the needs of the company: Enterprise, Selective or Project RPO.

In Enterprise RPO, the partner manages the entire process across all skill categories and all locations. Selective RPO involves managing a subset of locations or a subset of recruiting processes, such as sourcing, screening, interview scheduling or offer letters.
In Project RPO, the RPO provider delivers hires for a one-time hiring project.

In all three scenarios, a dedicated RPO team works directly with the hiring manager to create a tailored program to meet the call center’s specific needs. The team can work on-site at the client’s locations, off-site in its own facility or a combination of the RPO Benefits

Organisations that partner with RPO specialists can realize a range of significant and sustained business benefits, all of which can be measured.

These benefits include:
Securing the best talent:
Competition for the most talented individuals is increasing. Organizations need to secure the best people quickly and efficiently to help them build competitive capability.

Cutting recruitment costs:
By transforming processes, utilizing best practice, and replacing a fixed cost base with a variable charging structure, RPO can significantly reduce the cost of recruitment.

Removing the administrative burden:
RPO providers take on the burden of operational recruitment activities, making organizations free to focus on value-creating and strategic activities.

Delivering higher quality services:
There are many stakeholders in a recruitment process; through improving processes and measuring experience and outcome, RPO providers can demonstrate highest quality services.

Mitigating operational risks:
Risks come in many forms, and the expert knowledge of an RPO specialist can help organizations mitigate the risks associated with an inability to scale their business operationally to meet changing market demands, and the risks of non-compliance to legislative and regulatory change.

The more sophisticated and experienced RPO providers will also have a system of “forward-looking” analytics to ensure that hiring goals will be met for each “hiring class.” This predictive process analyzes how many candidates are in the pipeline.

How to hire an RPO provider
If you think an RPO partner could measurably improve the quality of your call center hires while containing costs, research several firms and choose carefully. The field is expanding quickly but there is a wide range of experience, knowledge and track record of success/failure. Specifically, you may want to ask potential providers some key questions, including:

How many RPO clients do you have?
How many hires do you support annually?
What experience do you have with call centers? And what types of call centers?
What percentage of your clients is reference able?
Are your recruiters dedicated to one client or do they work on multiple clients at the same time?
Do you have the flexibility to scale up and down as my needs change?
What is your client renewal rate?

As call center recruiting, hiring and retention remains a challenge for many companies, RPO is emerging as an important option. With turnover down. Significantly decreasing costs — an increasing number of call center and human resources professionals have embraced RPO as an innovative strategy and a smart business decision.

The compaction between the companies is very high. At this movement it is very important to take care of each thing at the company. Workers spending too much time on social networking websites such as Facebook are costing employers a staggering £130m a day according to the findings of one recent survey, and the problem looks set to become much worse if businesses fail to take action, and fast. Facebook shows 125% growth year over year.

The findings from the survey show that some 233 million hours are lost every month to employees surfing the net, with social networking websites causing the greatest concern. It is a fact that these particular websites are very addictive and can often result in users remaining on the sites for hours rather than minutes. Whilst this is worrying news for employers, help is now at hand thanks to a powerful and effective range of software packages available to small to medium sized businesses.

To know about the details of the system there is software which effectively monitors and records everything employees do on their computer and the internet, providing employers with the perfect low-cost solution for monitoring employees. You can use of the software packages significantly prevents, reduces or eliminates the problems associated with abuse. In doing so employers have successfully stamped out inappropriate activity, reduced security breaches and prevented ‘Insider’ theft.

May be it happened that employee will not feel happy to know that someone is monitoring their work. But as a employer of the company it is very important to have this kind of software a your work place. You will get lot of protection from the improper activities like opening the social networking site at work time or any shopping site etc.

Many employers have been happy for their workers to use the internet for personal use as long as ultimately they do their job and reach their targets. However, this is now proving to be a somewhat costly decision for many businesses as loss of productivity and lack of concentration has proven to significantly hinder their overall performance

You can choose the latest software packages to monitor the system of your work place. With this you can also stop the cause of the social networking problem.

As we all know the Christmas is approaching and this is the inoculation time for the employees. Here the challenge starts for the call centers to full fill the demands on the festival season.

The call centers will need home-based resources to give the good customer care service to their callers. Customer care centers represent the frontline for the majority of brands, and are the first point of contact for customers. Christmas customer service demand is critical for all sectors, particularly retail, where over 40 per cent of annual turnover occurs in a matter of weeks.

To keep customer service levels high at the busiest time of the year, and to deal with product enquiries after the festive period it will be good if to use home and outsourced resources.

UK consumers are refreshing themselves for a long wait and frustration this Christmas as contact centers struggle to predict and manage with surges in demand and increased staff absence in the run up to 25 December.

If Customers will get the poor service then the result will be very shocking. 76 per cent of consumers recently stating that they would stop doing business with an organization following a bad experience (Source: Right Now/Harris Interactive). The festival season is one of the busiest times for contact centers in terms of call volumes, and high levels of staff absenteeism ensures that it is one of the most challenging.

It is not an easy task to manage with demand and ensure consistently high-levels of customer service in the festival season. Call center managers need to increasingly look at using home-based workers and outsourced resources. Home-based contact centre agents are an additional resource that can be pulled into assist with operations as required in real-time, operating as part of a Virtual Contact Centre (VCC). The number of home-based agents is a trend that has gained significant momentum in 2007, and is expected to continue growing each year by 36.4 per cent until 2012 (Source: Datamonitor).

Consumers are looking for the world class customer service from the call centers and to meet their high expectations, companies are really putting their best. In the charismas call center which are based in UK and US need to be full fill with all advance preparation to avoid any problem between consumer and company. This Christmas is going to prove the strength of the call centers. To prove the best in the customer service now it is important to give the good impression on customer in festival season as well. Christmas is the busiest time of the year for retailers, so to prevent lost business it is vital that contact centre managers have the flexibility to bring in extra resources to meet changing demand.

Virtual Contact Centers allow operational and business managers to balance agent skills with current and future customer demand across the whole organization. They enable a company to incorporate agents from multiple sources, such as home and back office workers, third party outsourced agents and staff in other geographical areas.

A recent study shows that India will continue to be the favored target for IT offshoring in spite of rising wages and surging rupee. When it comes to outsourcing, India continues to rule. According to industry experts, emerging destinations like the Philippines, Brazil, Russia and other countries in East Europe do not, at present, pose a threat to India. It will take at least five year for these emerging countries to pip India is position.

Reports suggest that on average, an IT worker’s salary in India is growing at about 12% annually. The rupee, too, has risen by around 12% against the dollar this year. Despite this, an Indian software engineer gets only one-fifth of what his counterpart in the US or Western Europe earns. -The Economic Times

India has a very important advantage, their command of the English language. There are lots more Indians with good English skills than Chinese. Forrester also endorses the view that scalability of resources (talent pool) is the major factor that makes India an attractive offshore location. The cost of operations in India can be 20-30% higher than places like Vietnam or lower than places like Brazil. But part of the challenge for these countries is the lack of skills. There is a very limited set of low-end work that companies like GE are looking at and lack of quality resources makes it hard for these countries to get started. The work going offshore today is geometrically more complex than the Y2K work that India got started on with, says Mr McCarthy.

Companies are setting up offshore centers outside India to mitigate geopolitical risk. Besides, clients are also asking companies to have centers close to their locations. At present outsourcing business in India is increasing at a rate four times more than any other country and the county has the resource and margin to meet. Turn Around Time (TAT) is the time needed for performing a task, especially receiving, completing, and returning an assignment.

According to the study, growing at a rate of 40 per cent annually, India is the lead player in this sector followed by China at the second spot with a growth rate of 25 per cent.
The overall outlook of this industry seems positive with experts predicting that the global market for shared services would grow to 1.43 trillion dollar by the end of 2009 from 1,000 billion dollar at present.

According to the study, although India and China are the market leaders in this sector, there are huge opportunities present in the market to give ample space to other countries like Philippines, Vietnam, Romania, Kenya, Sri Lanka and North America market to grow.

The study also said although it is unlikely that India would be able to retain its number one slot with China aggressively trying to outstrip it in the business, it would still be able to get a decent share of the pie. Also, processes like human resource, insurance, life sciences, finance, legal services, technical support, risk management, supply chain and media would come up in a big way in terms of business and employment opportunities, the study added.

Now days it is very challenging job for call centers to full fill all aspects of customers and their requirement. The expectation of the customers is much more and all want the complete satisfaction for their query/problem. Call centers who fails to give this kind of response will pay a brutal price: dissatisfied customers, negative word of mouth and defections to competitors. But those who stay ahead of the curve will enjoy strong customer loyalty and the commensurate benefits. The stakes are high.

The list of fundamental customer expectations provided in the below key points.
To perform the full satisfaction and to make a good interaction with the customers you must know about given points.

The Customers Expectations are as follows:

1. Be Available: Customers are using the communications centers to get the information for their desire query. Online information and the website are giving the best support to the customers to get the full information. This is very important that some one must be available on their call time. So be available on there call. When you get the call from the customers after confirming their verification it is important to give them quick reply. Suppose if customer calls up for the query and no one is available to take their calls then it may give the negative impact of the call center service to the customers. So be careful of this point.

2. Treat Customers Politely: Callers always expect that the agent of the call center will show the politeness while communication to them for any query. Customers are always feels good to talk with agent who has good communication skills and a smile in their voice. Donot confuse the customers with asking lots of question. Remember customer has called you for their query and they expect the respect for them.

3. Be Approachable for Problem: Customers always expect that their query must be solved with the responsively way. They want to have the positive response from the customer services. Their priority for the problem is to give the priority to my asking. Customers expect that the agent must give the priority and solved the problem as soon as possible. If you do some promise to customers then full fill it as a responsible agent.

4. Customers donot expect poorly trained & ill-informed employees:
Customers never expect to deal with poorly trained and ill-informed employees. Due to this mostly call centers are now hiring the well educated agents to give the support to their better educated consumers. It is becoming much more of a challenge to organizations. New developments are creating the need for a new breed of call center professional.

5. Meet your Commitments/Deadlines: Customer expected that the promise must be fulfill. Customers only want to here what they want.
All the information which is related to customers like Real-time, online information on shipping, account status, and clear explanations of the impact of any changes in terms or conditions are more than information.

6. Follow Up/Call Back: Customers expected the best follow up for their problem. If they are calling to customer care service company second time then the customer want to get the good response. It is very important to give them a proper follow up of their last query.

7. Give Importance to Customers: “Be socially responsible” and “be ethical” have always been important issues to most consumers. And in today’s environment, lapses — or even perceived lapses — in ethics or social responsibility quickly make the rounds in networked, digital communities.
Overall, the customers expectation to get the best services from a call center that handles questions about products. Today is increasingly informed and connected customers expect no less.

Meeting is the word with which every one does hate in an organization. Time is precious for everyone so to save the time is the best option to do with today is technology, there is more than one way to conduct a meeting. For a long time the Telephone conferences have been taking the place of face-to-face meetings, but they leave a lot to be desired.
If you are able interact the peoples then it will give lot of satisfaction. E-mail chat is also supporting for some useful message communication but the purpose of conference meeting is not solved with it. In business the voice is most important thing.

Now the 500 fortune companies are using the Videoconferencing to communicate their business. The planning and preparation is always required discussing some useful points.

1. The Hardware
Video teleconferencing systems are complex because they transmit both video and audio streams in real time, and in most cases, these streams are compressed and decompressed for more efficient travel over the network. Good quality hardware equipment can make the difference between a productive conference and one in which you spend so much time adjusting the equipment and trying to get a good picture or sound that you miss the content of the conference.

To input the data each participant should have a video camera or webcam, microphone and projector with speakers for output of incoming data. The quality of the hardware must be good. You will get frustrated if there is some important video conferencing is taking place and your hardware gives error at the same time. It is very important to have
Webcams and the other necessary peripherals put videoconferencing of best quality.

2. The Software
The most important factor in choosing software is to ensure that it will do what you need. Some conferencing software limits the number of conference participants, for example. If you need to be able to give PowerPoint presentations, transmit whiteboard diagrams, share applications or the desktop, distribute files to participants, etc., be sure that the software you pick supports those options.

Dedicated systems will come with their own software, but if you are going the poor-manage route with webcam-equipped PCs, you can choose from a variety of software programs. If you are meeting with one person, you can use free software, such as Windows Live Messenger, Yahoo Messenger, AIM, or Skype, among many others.

3: Do Advance Checking
To save the time of you and others it is good if you check equipment and test it before the video conferencing network. Let’s take a example, A pilot goes through a preflight checklist prior to every takeoff, you should test your equipment prior to every conference. This advance checking will save your time and give the best impression on your conferencing group members.

4: Check The Firewall
A common cause for failure of videoconferencing software is that the protocols it uses are being blocked by the firewall. If you don’t have sole control over your companyies firewalls, you could find yourself in this position at any time.

5: Bandwidth Speed
For Videoconferencing the good bandwidth is min 128 Kbps and it puts big bandwidth demands on your Internet connection. If the bandwidth is low then you may have trouble transmitting clear video and audio signals.

6: Use The Self-View Window
See you are self in monitor before starting videoconferencing with client. See yourself in a self-view window. Use this feature to check how you appear to others in the conference. If you know that how you are looking the other side then your confidence will also increase. You must have the professional appearance and between the meetings it will be good if you keep checking the self-view window.

7: Remove distractions ahead of time
The video conferencing is very costly and effective. Suppose you are busy with the conference and someone distract you when you are giving some useful information to the clients. Think what kind of impression they will get about you. So it’s very important to distraction before you start the video conferencing.

If you are at your desk at work, close your office door and lock it if possible or consider placing a sign on it to prevent co-workers from bursting in during the conference. Turn off the ringers on your mobile phones. And give instruction to your secretary that no one disturb you.

If you are video conferencing from home. It is important to inform your spouse and kids know that you are going to be in a business meeting and should not be disturbed for anything short of a real emergency. Lock pets out of the room; even the best-behaved animals seem to have a knack for barking/meowing or jumping up onto your lap at just the wrong time when you are on camera.

8: Dress Code
The dress which you are wearing in video conferencing must be professional and neat and clean. Yes it is the true that a telephone conference take place with voice but such thighs like dress code are not important in telephonic conference look. You can conduct telephonic conference even you are not looking good and your hairs a mess and you are wearing your grungiest sweats. That’s not so for a videoconference. Even if you are working from home, the best practice is to dress professionally, as you would if you were meeting with these people face to face. Choose the liter color clothing.

9: Avoid Multitask
You are doing the important task when you are in video conferencing so try to avoid the other works. It may happen that you are surfing net or using some other gadgets for communication while conference is on. But remember it will give the negative impact on other group members of video conferencing, so be careful. Sometime we think that when my turn will come then I will share the point meanwhile I can do some other things. So, again it is very important to take care of these things because it may happen that you miss some important point of the meeting.

10: Show etiquette
Your patience is important in the video conferencing meeting. The same rules apply as when attending a meeting: Don’t be late; don’t interrupt or speak when others are speaking; don’t get emotional. Introduce yourself the first time you speak State your positions or comments clearly and concisely  don’t ramble on or hog the floor, and don’t bring up issues that are not related to the agenda of the conference.

The call centers are really very exciting and give lot of comfort to employee. The employee of the call centers really enjoys the environment of the work. The night shift jobs will give the lot of freedom to the employees so they love to work in this shift. But here is important factor comes for the health that is night shift is not good for the heart. Sometime we are busy with the schedule work and could not give much time to do the health based excursuses it may be you have heard about the bad effective on the heart while working in night at call centers.

Let me say differently: are night shift call center people at risk to heart attack or heart related problem more than day workers?

According to the study from the different sources, here we are providing some informative message for this topic.

People who work nights are more prone to a dangerous heart condition - possibly because of the chronic stress caused by their work patterns. A research suggests that “employees who worked in day shifts are more safe then the night shift employees. The chances of heart attack are very high for the night shift employees few more reasons are lack of sleep, continue stressing etc, chronic stress is cited as the main reason. The researchers say an irregular heartbeat can be an indicator a person will go on to develop more serious heart problems.Here, the question arises in our mind i.e. Why health problems occur for call center agents working in night shifts? Mostly it happens because human bodys natural circadian rhythms tell that the concerned person should not be working when he or she should take sleep. Many of our physical and chemical roles keep fluctuating during different times of the day. Take for example; let me tell you something about cortisol concentration which changes daily.Cortisol is the most potent glucocorticoid produced by the human adrenal.This peaks during the morning hours when glucose is needed for activity and reaches its low point late in the evening. So the chances of heart attacks are very high in the morning time. It is important to take a proper rest while working in the night shift at call centers and we can avoid the heart attacks.