| Why customer service outsourcing can be the | | | | literate. In higher wage countries the |
| solution to your problems? The essence of | | | | employees working for call centers often have |
| good customer service is customer retention. | | | | a lower educational background, whereas in |
| Regardless of your industry, your customer | | | | India the employees are college graduates |
| care is of the utmost importance. More and | | | | with a good educational background. The |
| more companies today are realizing that with | | | | telemarketing agents are trained |
| growing competition, continuous technological | | | | professionals with effective presentation, |
| innovations and constantly developing | | | | sales and communication skills. This is |
| products and services, customers have | | | | ensured by continuous training and review |
| numerous options to choose from. Thus is it | | | | systems. The reason many companies are |
| essential to ensure that customer loyalty | | | | outsourcing their customer service to |
| programs are a recognized and incorporated | | | | offshore locations like India is the high |
| part of your business. Customer acquisition | | | | quality of both the manpower and the work |
| in naturally important but keeping the | | | | provided. |
| existing customers should be a long-term | | | | |
| objective. Comprehensive customer | | | | The most known benefit of customer service |
| relationship management in turn attracts new | | | | outsourcing is the low cost. Compared to |
| ones. | | | | western call centers, offshore customer |
| | | | service vendors can provide up to 50% in |
| Outsourcing customer service can solve some | | | | operational cost savings. Increased |
| of the problems you might currently be | | | | production is another important aspect. The |
| suffering from such as unresolved complaints, | | | | geographical location of India for instance |
| pricing issues, better offers from | | | | enables 24x7 operations. The time zone |
| competitors, or simply not enough resources | | | | difference between the United States and |
| and time to handle each customer transaction | | | | India is give or take 12 hours. This means |
| with a personal touch. If customer service is | | | | that a job submitted at 6 pm Pacific Standard |
| not one of your core processes, and even if | | | | Time (PST) reaches India 6 am and is |
| it is, you may lack the resources, expertise | | | | completed by 6 am the following morning. |
| and finances to ensure excellent customer | | | | Indian call centers also handle both outbound |
| services. This is where customer service | | | | and inbound (B2B and B2C) calls day and night |
| outsourcing steps in to the picture. | | | | 365 days a year. In addition India has the |
| | | | required infrastructure, technology, and |
| India is a very popular destination for | | | | qualified work force to handle your |
| customer service outsourcing due to several | | | | telemarketing needs. Thus customer service |
| significant reasons. India is home to the | | | | outsourcing is not only a cost saving |
| largest English-speaking population in the | | | | operation but also a value adding business |
| world which is also largely computer | | | | decision. |