The Role of Call Centers in the Changing Business Environment

By: Remy Na

The role of call centers in the changing business environment

Call centers are the hottest topic of the existing business environment. The call centers or BPOs have increased in great numbers throughout the world and are proving their efficiency in handling various areas adeptly. Call centers are increasing everyday as innumerable prospective and potential international players are employing their effective trade services as well as effective business solutions. Initially, call centers were viewed as a competent and resourceful tool employed to decrease business costs as well as other administrative expenses. However, in this number of years it has resulted in bestowing the desired results owing to the efficient system. There is no doubt that BPOs operate their functions effectively and well in time and it makes distributing the productivity to maximum with minimum working costs.

Role of Call Centers

The role of call centers have become significant as many organizations find it comfortable to handover the charge to the call centers than handling it on their own. The infrastructure cost, the operational charges, the staff salary, maintenance and administration charges are totally reduced as it is being handled by call centers. The BPOs efficacy is not limited only to handle clients, but is also extended to minimize the time spent on each dead call. The dead time call is referred as unproductive hours and minutes that is spent during the process of making calls such as dialing, answering the number and ringing. This time is considered as unproductive because the agents spend maximum productive time in making the calls than talking with the clients. However, businesses that deals with receiving or making calls, should have sophisticated call center software solutions. This is highly essential to stay well ahead of their competitors.

The people working in the call centers are trained for the products and are given knowledge about the product or services they are supposed to handle. They are expected to handle the inbound and outbound calls in a deft manner. No matter, however is the customer at the other end, it is expected of the call center staff to be highly polite, shrewd in answering, co-operative, alert, knowledgeable about the pros and cons of the products they are handling and quick. They cannot afford to waste a call for a non-productive lead. A call can be held provided it transforms to be prospective at least. The role is highly appreciative as they do not accept any unwanted charges nor do they defy the charges. They handle it very tactfully and convincingly.

Prominent Players

The call centers have a significant role in the changing business environment because of numerous international players. These international players include fortune companies such as Citigroup, Walmart stores, General Motors, etc. Many are making use of the call centers. These companies ensure that they have outsourced their work to a dedicated BPO offshore so that it incorporates skilled and talented agents with adequate technological capacities to deliver opulent customer services. These call centers assist the companies in saving their administrative and transportation expenses and bestow them with superb customer support and business consistency.

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