India: Leader for Customer Service Outsourcing

Many businesses across the globe strive hard to win the market share by providing world class customer service to their customers. Outstanding customer service is a practice in which each customer complains about the products or services offered by the business are resolved. It is all about meeting the dynamic needs of each and every customer.

Many large, small and medium scale organizations outsource their customer service to some of the leading business process outsourcing services companies across the globe.  Services are outsourced by any business to achieve cost-reductions and to improve the service-quality. Customer Service Outsourcing services are best performed by BPOs in India.

As per recent analysis, India tops the list in providing unparalleled customer service to end users and helps boost your business performance. It is now very obvious that BPO services in India are one of the best amongst various nations. The main reason for this is the skilled and up-to-date manpower. Manpower efficiency which is assessed through quality of services is very high and cost to the Company is low, resulting in competency in services.

Major Call Centre’s in India offer a wide array of inbound call center services.  Inbound call center services are those which are answered by the customer care executives as and when they receive customer calls. Inbound call center activities are constantly serviced by well-trained executives who aim for maximum customer satisfaction in minimal possible time.

Customer relationship management [CRM] is one of the customer care services which help to provide excellent customer services to existing customers and also attract new market for their products. It is very important for any business to maintain and widen the customer base as well as retain old customers. Customer Relationship Management (CRM) is a strategy to understand the needs and behaviors of the customers to create and support stronger relationships with them.

Call center Companies in India provide top-notch customer support twenty-four hours a day, seven days a week, through various channels like voice, email, fax, and live chat support.

You can look for one of the best call center in India with a perfect combination of up-to-date call center software; state-of-the-art telephony infrastructure; and skilled, courteous, and professional manpower.

Although, the economic condition all over the world has become barmy in recent times, Indian call center industry has been the most budding industry.  Indian call center industry has proved to be lucrative for global business organizations as well as for the young generation across the nation. The BPO employees in India provide various benefits to companies across the globe by reducing their operating expenses and offering world class services. To deliver the best possible customer service and to increase the market share for your business, outsource customer services to leading call center companies in India.

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Why Should One Outsource Their Business?

It is a challenge for many small, medium and large scale business organizations to manage their core business activities effectively. There is a time when it is advisable for every business to partner with someone or employ resources that can help to manage various activities in different sectors within an organization. This is when business process outsourcing companies or call center companies come into picture.

Business process outsourcing (BPO) companies offer wide-spread services like telemarketing services, inbound call centers, outbound call centers, phone answering services and much more at affordable costs. Companies or corporate owners can outsource their business activities like sales, collections, customer service, human resource, billing, administration etc to call center companies and concentrate on other core business activities. BPO’s provide unmatched services to their clients and help companies increase profits, reduce operational expenses and utilize maximum resources.

You have different types of BPO’s catering to different sectors. For example, you have healthcare BPO’s offering a wide array of services to healthcare companies. Similarly, you have BPO’s catering to telecommunications, retails, travel, hospitality, banking, finance and other industries. Many organizations outsource customer service, telemarketing services, payment collections, sales and back office operations to call center companies.

Leading BPO’s across the globe select highly experienced and skilled employees who represent your company. Call centers provide extensive training to employees and offer maximum benefits. These employees offer world class services to customers and increase the customer satisfaction level for your business. They also help in retaining old customers and increase in sales.

For entrepreneurs who are looking forward to growth, an outbound call center service offered by BPO’s is an ideal choice. The employees in outbound call centers are trained to take feedbacks, surveys and generate leads for sales for your business. The customer service sector of BPO industry helps to enhance customer experience. They aim at providing the best service to customers. They deliver outstanding service so that every customer can experience an extraordinary customer service experience.

Call center companies offer various front as well as back office services that are considered as cost effective options by corporate and beneficial too. The main reason for this is that BPO’s never compromise on the quality of services they offer. Quality is now imperative in call center outsourcing services in every sector. Quality is the benchmark which every employee has to follow in a call center.

To gain maximum returns for your business, it is imperative that you choose the right BPO Company that can ensure you successful business solutions. Learn more about call center companies with long time experience that can evaluate your business requirements and can sell and up sell your products and help your business to grow.

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An Insight on BPO industry in India

India is a hub for Business Process Outsourcing (BPO) companies. For the last two decades leading BPO companies in India have been catering to various business sectors like healthcare, retail, telecommunication, banking, finance, technology, travel, hospitality etc. Business organizations from all across the world, US, UK, Canada, Australia, UAE and many other countries are outsourcing their core business activities to BPO’s in India.

BPO companies offer a wide array of business process outsourcing services that help companies generate high profits and create a better position in the market. BPO’s in India help companies across the globe survive in the cut throat competition with the help of best business strategies and planning. BPO’s help business organizations retain their customers, increase the customer satisfaction and generate new leads which help in increased sales.

BPO’s in India offer various business process outsourcing services to small, medium and large scale companies across the globe. These services include everything right from back office operations to inbound call centers, outbound call centers, customer service, telemarketing services, business answering services and much more. These services help businesses to improve the quality, reduce operational costs, proper utilization of resources and increase in profits.

With improved technology and infrastructure BPO’s in India have been successful in helping businesses across the world achieve great success. BPO industry has also offered numerous job opportunities and reduced the unemployment rate in the country. The Indian economy has thereby seen a hike since the establishment of BPO industry in India. India in the recent years has shown huge developments in the areas of communication, power and software developments.

The main reasons why BPO’s in India have achieved great success and popularity is the communication skills and source of cheap labor. In early 1980’s some of the top American companies like American Express, AT&T wireless etc outsourced their back office functions to BPO companies in India. Later the boom of Internet led to high demand of Information Technology outsourcing services in India.

BPO’s or call center companies in India not only help businesses achieve success but also offer amazing benefits to their employees. Various benefits like provident fund, gratuity, accident and medical insurance schemes, subsidized food, transport, recreation facilities, personal health care, loans, educational benefits, incentives, flexible shifts, employee referral schemes and much more is offered to employees working in BPO industry. With the increase in the number of BPO’s in India, employees look forward for a promising and bright career in the BPO industry.

The demand for best business process outsourcing services offered by some of the best BPO companies is increasing every passing day. BPO companies in India and across the world are strengthening their workforces and offering the best services to their clients. This is indeed one of the fastest growing industries in the world. 

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Growth of BPO Industry in India

Business process outsourcing industry in India is growing rapidly. Started in mid-90’s this is the fastest growing segment of the Information Technology Industry.  Due to economical labor cost and huge talent pool of English speaking professionals, India is the most favored destination for the BPO market. The ITES and BPO in India are the core sectors that have increased employment opportunities in the country. In the Financial Express tabloid early this year it was quoted that, ‘the Indian business process outsourcing industry is expected to clock a double-digit growth, around 12-15%, for the financial year 2013-14, driven by high-end transformational services, according to industry experts.’

The Business Process Outsourcing Services include Inbound Call Center Services, Outbound Call Center Services, telemarketing services, data entry services, back office support, medical transcription, email support,  technical writing, online research etc. BPO’s in India have stretched its services to all sectors including banking, financial services, healthcare etc.

The future of this sector is quite bright as it will in turn increase career opportunities thus reducing unemployment among the youth and facilitate the growth of nation.  The remuneration for an entry level job in the BPO industry is considered to be the best in the market. There are also performance based incentives added to the salary along with other benefits. The skills required to land a job in a BPO company are good communication skills, time management, thinking out of the box, and organizational skills. Much of the younger generation is attracted towards the BPO industry as it can help them get exposure working with leading global companies. This will be an added advantage to their career graph.

The Indian IT sector with its high standards of software development has been attracting clients from all over the world, making India the hotspot for BPO services. There has been a change in the way this industry works since its inception. They are approaching a more sophisticated way to service clients with their skill based work and high end knowledge attitude. Trying to strive for excellent service delivery at all times the IT and BPO industry is gaining momentum. Global companies are outsourcing more of their work to India and this is helping the country to sustain growth. After developed markets like the US and UK, we now have the Middle East emerging as the next big destination for India’s BPO firms and software service providers. 

Although there are a few criticism that the industry has faced in the past, with its change in operation style the criticism fade away. The BPO industry is now looked upon as a hub of skilled man force with good working systems and a great pool of knowledge base.  You can know more about some of the best BPO’s in India and the world class services they offer to their clients across the globe.

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BPOs Go Beyond Customer Service

The first kind of service to cross your mind when you think of BPOs is customer service. Sure most of the brands outsource their customer service requirements to efficient call centres, but BPOs are not limited to just that. In fact they undertake several organizational services that may be beyond the capacity of a company to have in house. These could be requirements like human resource, accounts and book keeping, telemarketing services and much more.

These may appear as essential processes which companies would want to home for smooth functioning. However, off late realization has dawned on many enterprises that outsourcing non-core processes ensures the employees focus on the core competency of the company, which could be production, sales or innovation. BPOs not only emerge as an efficient solution to handle the fundamentals involved in such processes, but also prove cost efficient.

Let’s take a look at some of the non-core procedures that BPOs efficiently manage –

Transcription service –

Customer Service Outsourcing is a common phenomenon across all industries be it FMCG, medical, hospitality or insurance. Transcription is a service that is mainly outsourced by medical and legal business professionals. The process involves transcribing of all the dictation provided in a different format by experienced professionals in an error-free format.

Medical billing & coding –

Error free medical bills and claims are required for the smooth processing of any medical facility. Absence of such essentials leads to claim denials and adverse effects on the cash flow of the company. Leading BPOs provide medical billing and coding services executed by trained professionals. These firms offer end to end process management which includes claim processing, submission, follow-up and collections. The USP of their service is that they offer minimum turnaround time to achieve maximum reimbursement benefits.

Website designing and SEO -

With internet speedily taking over the world, there is a dire need for brands to maintain an online presence through a classy website and constant SEO efforts. Since both these processes require expert execution and constant updates, many companies find it tedious to have an in house team for the same. This is why many BPOs offer systematic website design and SEO services for companies across industries. The services include bespoke website designing and search engine optimization as per latest search engine algorithm updates.

Data entry services –

Managing huge volumes of data proves time consuming for big enterprises, often eating into their productivity. Many times they also find it difficult to to complete the documentation procedures on time. In such cases, data entry services assist businesses to streamline their documentation process and focus better on their business domain. Some of the documentation processes adeptly handled include insurance claims processing, book conversion, forms processing, image conversion, survey processing, document conversion and much more.

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