Call Center Statistics - The Advantage

Call center statistics happens to shower a great number of advantages within the set-up. It is the benefit of the call center statistics that capture what happens at any given moment and within any specific time period of the day. If a manager, team leader or an agent wants to learn about the existing status of a call center then it is the statistics that will offer the required information to them.

The statistics captured within a call center can include percentage of the total call answered, the average of the call handling time, the average of the handling time, the given service level of the total percentage of the calls answered within a specified amount of the time, the number of calls in queue, the total abandon rate of the calls, average wait of time or AWT, the average of the answer speed and the longest wait time or the LWT and more.

Every call center working in the current environment is different in the ways they function. Thus, the status of each one of them should be measured as per the needs and the requirements of the company. Most of these customer service centers are industry-specific and cater to the needs and requirements of their clients belonging to diverse industrial sectors. When one call center should capture the given number of the calls abandoned then the other center working for any other industry may not require that data or information. Hence, the call center statistics may differ from one another.

Cloud Computing in Call Centre

Recent reports suggest that cloud computing has been recognized as the topmost area of planned expertise for 2010. A number of benefits can be reaped from cloud computing by the call center companies. Therefore, they are required to find out the particular cloud services that appear to be fruitful for their businesses. Experts opine that voice portal is such a service that is going to take your BPO business to a long way. The voice portal service offers a great many advantages for the businesses. Firstly, it allows your business top choose between the Cap Ex and Op Ex models. The businesses are able to cut down on their expenses since they are not required to spend on telephone lines, additional servers and other such equipments.


The above mentioned models are responsible for reducing such expenses of the call centre organizations. Besides, the voice portal does not require the BPO companies to provide, integrate or install on-premise hardware. The solutions offered by cloud computing are varied in nature. The on-demand solution seems to be the most appropriate for your BPO organization. This cloud service enables in adjusting your capacity whenever your business requires you to do so. This is a cost effective way of moving as per the requirements of your business and customers. You need to pay only for the capacity that you use and not for the one that is allotted in the on-demand solution. Business continuity, evergreen technologies and scale are the added advantages offered by this cloud computing solution.

Indian Job Scenario To Improve, Says Survey

The Indian job scenario seems to be improving especially in the export and in the IT/BPO sector. Latest results as revealed out of a fast employment survey, conducted by the Employment and the Labor ministry showed a noticeable improvement in the entire scenario during October to December 2009. This was the time when the BPO sector alone provided more than 4.87 lakh of new jobs thereby opening more prospects in this coming year.

This survey was also conducted so as to learn about the effects of economic downturn on the employment opportunities in the country. The 8 sectors that were put under survey included leather, gems and jewelry, automobiles, leather, metals and textiles, information technology, transport, power loom and handloom.

The survey also suggested that the overall employment also improved by almost 6.38 lakhs during December 2009 and September 2009. This growth has been noticed due to the substantial increase in the employment in BPO/IT sector. In the BPO/IT sector it hired more than 5.70 lakh people during the October-December, 2009.

According to the published report, the estimated employment in the above mentioned sectors had been experienced to get a net addition of more than 7.90 lakh since the month of September 2008. As per the survey findings, it was showed that most employment gain in the month of December 2009 was registered in the exporting of units. The export units added over 5.80 lakhs of jobs. On the other hand, the It/BPO alone has added 4.87 lakh of jobs.

BPO: Key To Your Product Publication

No body other than a BPO can describe more efficiently, the service or product that has been launched by your organization. The call center agencies possess experienced and established teams of individuals known as content writers. They are efficient in writing content that is just apt for describing your service or product. While writing the content, they keep in mind the requirements of the customers and the manufacturers as well. The content is written in user friendly language so that the customers can easily gain an understanding of your service or product. The team is trained to write the content in such a manner that the webpage of your product acquires the highest ranks in the search engine. The content writers are able to understand your selling requirements and phrase their content accordingly.

The call center companies employ the content writers for creating a description oriented catalog for your services or products. These catalogs play a vital role in attracting the customers towards your brand. Every customer would like to know about a particular product before he or she purchases it. Here comes the need of a catalog; it will provide the customers with a quick view and detailed description of your product. The content writer tries to provide the customers with the most recent information, thereby, generating their interest. The BPO firms are seasoned in managing, publishing and creation of contents. Business organizations are suggested to outsource their product content needs to these companies so as to get striking results.

The Importance Of Infrastructure In A Call Center

Call center services primarily involve a multi-channel approach to bring about improved efficiency for their targeted customers. One aspect that makes thing happen in a service center is the given infrastructure. When it is about the use of infrastructure in any call centre unit then one thing that stands unique is the use of the well distributed and innovative technologies like that of Voice Over IP or VOIP or the IPT.

Do you know why most customer service centers are known to offer a multi-channel approach? The main reason is so to facilitate highest returns for the clients. These centers stand unique to offer a range of hosted solutions, which allow any business to get bigger without the restrictions of the essential hardware investments. With the use of the state of art infrastructure and the VoIP systems, the customer care units offer greater flexibility and robustness to the business clients.

Utilizing upon the different full switched networks, the companies are found to take benefit of the latest technological innovations provided at fraction of cost. The technologies that most service providers utilize include VoIP, Call routing (skills, destination or source based), CTI applications including databases and business applications, ACD or Automatic Call Distributor.

The service-service capabilities on offer include web, CRM tools, Flexible and Dynamic IVR and the other communication channels including web collaboration, text chat, fax, mail, inbound and outbound calls, voice messages and more. If you are in need to ensure a seamless and secure transition, make way and ensure the best technology and infrastructure.

Call Centre: Means of increasing customers

Customer database can take you a long way in understanding the marketing prospects of your business. But only correct usage of the database can help you out or else things might get messed up. The call centre firms are the most efficient in this job and will do it with much ease for your business needs. Database services are gaining popularity with more business organizations opting for it. The customer database is used by these agencies to make a rationalized assessment of the openings available for their clients to sell their services or products. These services are of great help in bringing back those customers who were once active but at present they are not in touch with you.


The BPO firms are experienced in handling with the database services for their clients from different parts of the globe. Thus, they are the ultimate means for taking your business to a new height by building up a huge customer base for you. The call centre agents set up, configure and put up the customer database of their clients in a very limited time period. Selling services are offered not only offline but online as well, so as to target a greater audience. The most amazing thing about these BPO firms is that they are capable of dealing with servers of various configurations and a wide range of technical tools at the same time. This technicality won’t be maintained if you attempt to perform the services on your own. It is advisable for your business to outsource your database selling needs to an outsourcing company.

Business Process Outsourcing Benefits

The business process outsourcing companies are seasoned in dealing with the services and products from different industrial sectors. Thus, it is quite evident that the BPO firms will be able to handle your service or product in an efficient manner. They are exposed to and are familiar with varying services and products and possess knowledge about their functioning. They are just perfect for promoting your business and their performances can be relied upon. The call centre employees help you in attaining customers through their excellent customer care services. Another advantage is that you get sufficient time to devote to the major areas of your business.


Technological edge is something that makes the call centre services the ultimate choice for meeting all your business. Besides, they have well qualified and trained professionals for executing their services. The work that you outsource to these companies can be done by yourself but that might take your operational costs to a high, due to the absence of similar infrastructure at your office. The people working in the BPO firms have the tenacity to stretch for long schedules, thereby, offering their services 24x7. The work is done at a faster rate than that your office staff can do, and that too, in a proficient way. Handling a large number of phone calls 24 hrs of the day is quite impossible for many but not for the call centre experts. The services offered by them are the most effective means of marketing your business at a reduced cost. They can interpret the customer’s psychology within a limited period of time and that is what that makes them unique.

Demand of Business Process Outsourcing in Legal Matters

With the demand of business process outsourcing services increasing in different industrial sectors, law firms have also begun following the trend. The call center agencies provide efficient litigation services to customers involved in legal matters. They offer assistance to the attorneys, legal advisors and organizations in their litigation practices. They store, manage and organize legal information and resources for their clients. With legal issues increasing day by day, the organizations are finding it hard to manage everything single handedly.

The litigants are in need of decisive managements of their legal documents and information, to carry out their work smoothly. Call center companies are the right partners for them to assist them in their work. Well qualified professionals at the BPO firms perform the litigation services, and no doubt, they are seasoned in legal and technical matters. These services include the conversion of printed documents into digital files and the management of these digitized documents. No matter how complex a legal issue may be, it can be efficiently solved by the call center employees. They tailor their services according to the requirements of their clients. Legal consultants, legal firms and attorneys are assured with high quality litigation services by the BPO companies.