Call Center Tiers

If someone is looking ahead of availing call center services then they must be well aware of various types or tiers of call centers, i.e. Tier I, Tier II and Tier III. The call centers have been classified into three main tiers that are based on size capitalization and specialization.

Tier I call centers are generally referred to the well known outsourcing players. They are highly capitalized and even enjoy the capability of grabbing huge outsourced jobs. These companies include huge financial and man power resources and because of this they are always able to hit the jackpot. Tier II Call center is referred to those companies that lies somewhere between a bottom feeder and a global leader. They are basically a medium sized enterprise that can deliver excellent service somewhat above shoe string budget.

After I and II, it is time for Tier III call center to be on the spotlight. These companies are very small and are working at a low budget. The size of such enterprises is usually small and they deal on few projects.

Telemarketing call centers

There are certain call center firms that are well known for offering specialized services that include telesales, telemarketing and market research programs and more. In order to offer specialized services, certain progressive technologies are extensively used by the call center firms.

Outsourcing companies are better known for offering outbound call center services and they are highly dependable for business enterprises that aim at offering excellent performance. Services offered to the overseas clients make use of state of art equipments and custom software that are mostly automated ensuring operational excellence. By using such sophisticated technologies, the BPO companies can attend thousands of calls in each day.

It is the sheer dedication and hard work of call center agents that enable a telemarketing service provider to offer great quality services at an extremely affordable cost. They remain as the foremost contributor of business process outsourcing services in the world.

IBM’s BPO package for an Indian Co-operative bank

The technology giant IBM is in news these days. This time round the company has managed to bag a 10 year business process outsourcing contract from a well known Indian co-operative bank, Sardar Bhiladwala Pardi People. Under this contract, IBM is entitled to offer some of their well known IT services such as server management services, security and networking management services, database management services, back up and more.

Neeraj Sharma, the director of IBM’s integrated technology services in India making an official announcement acknowledged their new contract to serve Sardar Bhiladwala Pardi People co-operative bank. In the director’s word, their advanced services would definitely allow the bank to serve its customer in a better way.

Apart from this, IBM has also announced to offer its high quality customer care services to the bank working on diverse areas while at work to bring about improved services and ensured quality. As per the deal, the bank has managed to hire the high quality IBM services at a very competitive price and for IBM it’s just another technology service contract.

Customer Care Professionals- Their growing importance

It is a fact that customers form to be the key elements of any business and without them; there wouldn’t be any good business. So customers are important and so do the relations with the customers. Maintaining a healthy and cordial relation with a customer is yet another important objective of every entrepreneur since they know that this would help them in getting more business.

Customer handling and maintaining good customer relation is not a child’s play. It is not always possible for each one of you to know what’s going on in the minds of the targeted customers. This is the main reason why the customer care jobs are being assigned to the inbound call centers. Most companies are outsourcing call center services just to reach out their products and services with further updates from time to time.

Under the inbound call center services, the calls from the customers are being handled by well trained callers to answer all the queries of the customers. You can also avail outbound call center services for sales, marketing and promotion of products or services. The fees that are charged by a call center are economical, thereby allowing an entrepreneur to save both money and time. Call centers, both inbound and outbound are known for handling customers and they execute it so well that the employees are referred as customer care professionals helping business owners to reach out their essentials to customers with accuracy.

Call Center Companies Spend Millions to Prevent Identity Theft

A leading call center industry analyst’s report shows that contact center companies spend over $12 billion every year to determine the right identity of the caller. Identity theft has been on the rise for quite some time now and it is natural for the contact center firms to take preventive measures, but the amount invested in this effort is indeed astonishing.

The report further states that about 2/3rd of all the calls require identity verification. Out of these only a few can be sorted by automated processes and hence the bulk is done by the security questions asked by call center agents. This eats up a lot of valuable agent time. This has resulted in the development of voice verification system. This uses spoken sentence to be converted to a voiceprint which is then compared to the existing records of the caller. The system’s advantage lies in the fact that it is not affected by the caller’s change in health, like cough and cold, or the gradual change in voice through aging.

Indian BPO Industry Looks Promising

The Indian third party vendors in the business process outsourcing industry have gained significant expertise in delivering high quality services at the most affordable price. With the passage of time, the BPO industry is gaining the necessary expertise to provide the end-to-end solutions in different domains as per the requirement of their clients. The quality of the services offered by the third party BPO vendors meets the international standards. On the other hand the cost of the services offered by these call centre vendors is very moderate. Both of these factors work in favor of the Indian third party vendors.

With more and more companies counting of the third party vendors recently, the captive units of multinational companies in India are having a tough time. However, with more and more companies choosing the Indian call center industry as their outsourcing partners, the BPO industry in India are experiencing a boom period.