Call center is often used sysnonymously with a BPO. but there is a difference to it. What is it? Call center is generally referred to a refined voice operations setting that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services.
With business wanting to score over their competitors, the only edge they have is customer service. And with customer service being the ask of the day, Call centers are gaining importantce every single day. Call centers are generally large offices with representatives who either make or receive phone calls. Depending on the type of work, call centers may have a single office employing a few people or large office with thousands of employees. The main activity in some call centers is answering inbound calls, such as a bank or, a telecom company that gives out a toll-free number for customers needing help. At the same time there are some call centers that focus on outbound calls too. With most of the urban population using a mobile phone today, this idea of a call center should not be sounding Greek to you ears, because of the number of calls one makes to the customer care of these telecom companies.
Hence Call center can be called to be a part of the business process outsourcing industry. With increase in outsourcing, call centers are also becoming popular. By way of outsourcing, companies contract out some functions to other companies located mostly in cost effective destinations like India. In this field India enjoys several advantages over a number of developed counties. In India, we a have large pool of qualified people; English speaking graduates and IT professionals. In addition to this India have some other advantages like cheap labor, flexibility in working hours and time zone difference. This is the reason why a number of MNCs are outsourcing their business activities to India.