Outsourcing Call Centers
Call Centers
Call centers are represented by centralized offices that focus on receiving and transmitting numerous requests from customers or business partners by telephone. These requests usually refer to product support, information, and other services that can be provided by the call center. The operators that work in the call center also handle telemarketing activities, product services, letters, faxes, emails, and others.
The technology used in the activity of call centers is one of the most important factors that influence their performance. The technological developments that companies invest in help them improve customer satisfaction. In addition to this, they can reduce certain costs. Some of the call center technologies allow this activity to be performed from several types of locations.
Outsourcing Call Centers
The high costs associated with customer satisfaction have determined numerous companies to outsource some of their processes and activities. This also refers to call center activities. There are several advantages that companies have from outsourcing their call centers. The most important advantage is that this strategy helps increase sales. In addition to this, call center outsourcing ensures the technological and customer support from professionals while reducing costs. However, this is usually the case of small and medium companies with reduced levels of resources that do not allow them to make important investments in call centers. Therefore, they prefer to outsource this activity to cheaper destinations like China and India. Large companies are characterized by a different situation. They usually organize their call centers in accordance with their needs, objectives, and resources (Brown, 2011).
There are also other advantages that companies are interested in when outsourcing their call center process. This strategy helps companies that want to expand their business...
This can also have a significant effect on the marketing activity in these regions.
The call center industry is influenced by the effects of different environmental factors. The most important factor that can influence this activity is represented by the prices in this business sector, by the costs that this activity requires, and by the effects that it determines. The U.S. call center market is focusing on call center operators that work from home. This is even cheaper than outsourcing call centers, and it provides advantages for both the company and its employees. This strategy allows employees to work from home, to have flexible schedules, and to organize their activity. Companies also have the advantage of reducing their customer support costs. In addition to this, the strategy determines increased customer satisfaction.
There are several factors that determined this situation. The high inflation rate in India has significantly increased the costs of call center services outsourced in such countries. This determines some of the companies to modify their strategy. The high demand for jobs in the U.S. has determined workers to accept lower salaries, or to work in certain conditions that they are not really used to. Therefore, some of them work from home as call center operators.
When analyzing call centers it is important to take into consideration the satisfaction of customers. It has been observed that customer experience with call centers depend on the reasons for which they contact call center operators. Certain studies in the field have reported that most customers use call centers in order to receive product information, billing inquiry, and in order to obtain other types of information. Some of these customers are also interested in checking the status of their orders, in filing complaints, and others.
These studies have also revealed other interesting…
