BPO Services In India

The BPO services in India are categorized under two main heads which are outbound and inbound call center services. Call center is hub where larger volume of calls are received and made to prospective customers.

Inbound call center: An inbound call center facilitates inbound calls, where the customers can call up a help desk service for their queries like order,malfunctioning of product or for any kind of help. This is commonly known as customer support or customer service.

Outbound call center: An outbound call center is where the agents call up customer for promotional activities, market research or with the sole purpose of selling a product or services.

There are various types of inbound or outbound call centers based on their operations and functions, some of them are listed below:

Outbound call center services:

Telemarketing: This is also known as telesales in UK and Ireland. It is method of direct marketing in which the agent calls up prospective customers to sell their product or services. It can also include recorded sales pitch which are programmed and played over the phone via automatic dialing. In telemarketing, agents are trained in their conversational skills to enhance sales, promote new products and update customers with their current available services. Telemarketing services can increase the profits in a business.

Lead generation: It is one of the common marketing term that refers to the creation of leads of prospective customers. Lead generation can be used for various purpose which are list building,e-newsletter or for winning customers. Sales lead are generally on the based on demographic criteria such as FICO score, income,age or other criteria. The sales leads are generally followed by phone calls. Sales lead are a part of mortgage,credit, insurance and finance markets.

Debt collection: It is collection agency that pursues payment of debt from individuals or businesses. Most of debt collection agencies operate as agents of creditors and collect debt from defaulters for a certain payment or fees of the total amount recovered. There are certain rules and regulation which every debt collection agency has to follow.

Surveys: Surveys are also known market research as they are performed on demographic basis. It is basically carried out to understand the present market situation pertaining to product or services. These surveys benefit the companies so that they can improve the quality of their product according to the customers feedback. These surveys help the companies to understand a customer's requirement, enhance their offerings and for building up different advertising and marketing campaigns.

Inbound call center services:

Customer Service: It is service provided to the customers to satisfy their needs. A good customer service is the life blood of any business. A good customer service is all about retaining your existing customers. It is more than just keeping your customer's happy. An effective customer service deals with knowing your customer's needs, identifying your key activities,delivering best services and follow up. Most of the call centers agents are trained about the ethics of good customer service. An agent should be proficient enough to handle the queries of the customers over phone. The essence of a good customer service is building relationship with your customers.

Help desk: It is also a part of customer service in which an agent assist,guides,trouble shoots and offers solutions to the customers. This can related to any services like IT help support or any issue related to a product or service. A help desk support service supply the user with vital information on their queries and escalate it to an expert if needed. The help desk in call center not only answer to the queries but also identify the root issue.

Technical trouble shooting: It is kind of help offered to the customers for their IT- related issues. Today the role of tech support has increased which includes telesales,post sales technical queries, product support, network tech support,technical applications and support, on site tech support, remote support,remote IT management services. The main purpose is to provide 24 hours technical assistance to the customer. The tech support can be for range of products like mobile phones, television,computer or other electronic or mechanical goods. Most of the companies offer technical support for the products they sell. Technical support may be delivered over phone,via email or through website.

Order taking: The order taking services helps customers to place order via telephone. The agents process the order and answer to the customer's queries. Order taking services has become a major part of inbound call center services as it helps in increase of sales. It plays a supporting role in supporting and delivering important messages that make a business run. Telephone order taking is key part of operating a retail or any service industry.

These are some of the BPO services in India. With a professional and competent call center provider , a company can maximize its productivity and reduce its administrative tasks.