Offshore Call Center Services - Cost Effective Way to Enhance Productivity
The offshore outsourcing market has evolved over the last decade. Today, the majority of the companies are depending on offshore software developers and Business Process Outsourcing for Customer Support Services to explore the business with low investment cost.Offshore services are categorized into three parts -
Most mature - Application maintenance and management, application migration, and legacy application development.
Medium maturity - New custom application development enterprise application integration, implementation of application packages (e.g., ERP, CRM, SCM), and business integration.
Least Mature - Call centers, business process outsourcing (BPO), infrastructure outsourcing ERP services, remote network management, product engineering, embedded software, and technical services.
The 2 fastest growing segments of the offshore software development services market are application management and business process outsourcing (BPO). BPO is capturing the attention of many executives, as a means to reduce the costs of business processes such as for instance customer care, billing, collections, claims to process, and some other back-office functions and leaves business owner free to target more of the other resources to maximum benefit.
Offshore providers will strive to create or extend differentiated capabilities and continue to expand their services portfolio offerings to add higher value add project-based services. Given the growing degree of competition in the services outsourcing market, firms that don't have unique capabilities is going to be subject to downward pressure on billing rates.
Customers.
The majority of the outsourcing companies from India and across the planet-wide offer following call center services by considering all the areas your business could take advantage of:Inbound Call Centers services -
1. Customer service
2. Order hotlines
3. Support lines
4. Handling call overflow
5. Phone Answering
6. 24-Hrs Help desk and Technical Support
7. Emergency and Direct Response
8. Claims Processing
9. Consumer Response
10. Order Taking
11. Web Receptionist
12. Product Technical InformationOutbound Call Center Services-
1. Market Intelligence
2. Database Selling
3. Direct Mail Follow-up
4. Lead Generation/ Qualification /Management
5. Seminar Population
6. Product Promotion
7. Debt Collection
8. Info & Literature Fulfillment
9. Appointment Scheduling
10. Decision Maker Contacts
11.Up-Sell/Cross-Sell Campaigns
12. Surveys
13. Customer SatisfactionNon Voice Services-
1.Web services
Chat support
Email Management
SMS chat support
2. Programming services
3. Web-based programming
4. PHP programming
5. Custom applications
6. Internet marketingWeb-Based Solution - Back Office Support
1. Data entry
2. Mystery shopping
3. Web chat & Email response
4. Qualitative analysis
5. Research servicesBusiness outsourcing services will be used to reduce operations, infrastructure and Investment cost. Offshore call center service helps in cost savings, and on the other hand, increase the business profitability so that the business owner can put more efforts on the growth of the core business of the organization. Recent Market research shows that India is the greatest spot to offshore Call Center Services because of the excellent quality of Customer Support Service at a low price.
