Inbound Call Center Services India

Strategic call center inbound services help a company attain its business objectives. These services cover the gamut from scheduling sales demos and handling loyalty programs to taking messages, ramping up telesales, locating dealers and retailers and much more. Outsource inbound calls to India for catalog or online sales, order taking, order entry, reservations, message taking, appointment setting, handling requests for information or catalogs, event scheduling, scheduling sales demos, answering services, customer service, custom technical support and help desk services.

Outsource inbound call center services to India

International companies are discovering the benefits of outsourcing call center solutions to India for quality service, cost savings of up to 50%, and competitive advantage.

Call centers account for a dominant share of the ITES-BPO sector in India, which continues to chart strong year-on-year growth, estimated at 37 percent for the financial year 2005-06.  According to the annual survey of NASSCOM (India’s apex body for the software and services industry), revenues from the country’s ITES-BPO industry are estimated to touch US$ 6.3 billion.  India has demonstrated its capability in providing excellent outsourced call center services to global customers in the real estate, travel, airlines, banking and financial services industries among others.

Why should companies outsource inbound call center services to India?

Call centers in India have proven themselves invaluable at a time when customer service and support is a key differentiator in a company’s success. In a world of ruthless business competition, survival is the keyword - and this needs a vibrant and dynamic attitude while carrying out business, backed by flawless customer support.

Call center outsourcing has become a long-term competitive strategy for organizations wanting to stay ahead of the competition. Indian inbound customer service call centers have become a preferred destination for outsourcing customer service functions.
Read about the superior customer service processes, service delivery models and best-practices in inbound customer service at Indian call centers that ensure significant value addition to customers worldwide.

It is now possible for a global company to provide added value to its customers without taking the focus off its core business.  Utilizing the services of an inbound order taking call center, adding more customer-focused services through an inbound call center service and increasing the sales effort through inbound call center sales are some of the ways.

What are the services offered by inbound call centers in India?

India’s state-of-the-art inbound call centers are providing custom call center solutions to global customers seeking 24x7 customer support and technical support. 
Strategic call center inbound services help a company attain its business objectives. These services cover the gamut from scheduling sales demos and handling loyalty programs to taking messages, telesales, locating dealers and retailers and much more.
Outsource inbound calls to India for catalog or online sales, order taking, order entry, reservations, answering services, customer service, custom technical support and help desk services, message taking, appointment setting, event scheduling, handling requests for information or catalogs…

How can an Inbound Call Center in India enhance your business?

As you know, every missed call could be a missed opportunity. Whether you need to answer 100 calls in a day, or 10,000, you will find an inbound call center in India takes the load off you and becomes a professional and cost-effective extension of your business.
The customer support agents in an Indian inbound call center will always respond to your clients, customers or prospects in a timely, polite and professional manner. Let them use their experience to help you make your business more successful.
Inbound call center services will cater to your customer support needs and an answering service will give you confidence when you are away from your office - knowing that your calls are being answered promptly, professionally, and courteously.

What benefits can you get from an Indian inbound call center outsourcing service?

An inbound call center in India can offer

• Faster ramp-up, launch, and roll-out of new campaigns
• Experience with programs similar to yours
• Market testing capabilities
• Remote call monitoring
• Rapid response to market conditions
• Skilled, professional, customer support and technical service representatives
• Account management expertise
• Enhanced reporting capabilities
• Improved market coverage

Quality of people, processes and training

India has a large pool of trained call center agents with experience in the field. Most are college graduates who are comfortable with computers and are fluent in the English language. 
The business process outsourcing model has matured in India.  We follow established best practices in our call center recruitment process to maximize returns on your investment and provide measurable results that impact your bottom line.
Agents are given pre-process training which covers familiarization with the client’s systems and processes, accent neutralization and audio- or video-based exposure to the job at hand and the environment in which they will be working. 
A structured process is followed for transition management and the client is given access to the voice and data files to ensure 100% transparency and client control.
Inbound call center operations and management are handled by well-qualified managers.  Many of them have a Masters in Business Administration and are trained in Six Sigma process methodology – a customer-focused, data-driven methodology for performance measurement.  The objective is to work towards zero-defect service through a process of continuous improvement.

Quality of inbound call center services

Quality can be monitored with tools that allow for comprehensive inbound voice process visibility and control.  The Supervisor can view agent states and information on calls, change agent states, coach agents through chat messages or silently monitor the calls and queueing of calls based on client-specified business priorities.

We constantly monitor the level of service provided by our call center agents and provide specific training based on feedback from the Quality or Operations departments. Read about our intensive call center training here.

Reporting

Customers have easy access to real time and historical reports, through Web-based reporting.  Thresholds of calls are monitored and calls are routed to the most experienced or skilled agents to handle them.

Inbound processes

Remote users can login as supervisors, using soft phone.  Agent states and call information can be viewed by the supervisor who can change agent states /silently monitor/coach agents through chat messages.

Quality of inbound call center technology

Inbound call center service providers in India have best-of-breed technologies and inbound call center software integrating Soft Phone, Predictive dialer software, ACD, CTI, IVR and Fax on Demand, Voice Logging and Call Blending among other advanced facilities for seamless operations and integration with infrastructure in client locations.

The Inbound Voice solution is based on Cisco IPCC

It features:

• ACD with skill based routing
• IP IVR
• Web based reporting
• IP OBX with voice mail
• Open Standards based on IP Infrastructure

The end-to-end IP solution is scalable and flexible

It features:

• Converged network
• Quality of Service  (QoS)
• Redundancy
• Multi-site support
• Location independence
• Consolidated and open data store
• Multi-channel support
• Open architecture and IP-enabled fast integration and deployment of new functionality and application
• Web based historical and real time reports
• Monitored threshold events
• GUI based scripting tool
• Call flow monitor
• Capability to make changes on the fly

Inbound Voice – IPCC Benefits

1. Web-based real-time & historical reporting can be used to monitor outsourcing performance and adjust staffing levels.

2. Enhanced customer service  is ensured by:

• accurate call-by-call skill-based routing
• dynamic announcements to queued callers
• screen pops of caller data

3. Flexible integration
The system can be cost effectively integrated with TDM (time-division multiplexing) & IP environments at customer locations.

4. Faster agent response times
CTI integration can be carried out to deliver screen pops for faster agent response times and improvement in agent productivity.

What are the advantages of outsourcing to an Indian Inbound Call Center?

An Indian inbound call center service can offer communication services specifically designed to maximize the efficiency of your direct marketing efforts or to be a part of your technical support team. 

The call center will work hand-in-hand with you as a partner to build a strong, successful, long-lasting relationships with your customers.
Strategic call center inbound services can make all the difference to your company’s  competitive edge. 

Contact Outsource2india to outsource customer support, technical support or help desk services to an inbound call center in India.

Read more about O2I’s Solutions for the Logistics Industry.

Call Center Services from Outsource2india

Inbound Call Center Services - Outsource your Inbound Call Center Services to O2I and greatly benefit from high quality services at a cost-saving of up to 50%.

Outbound Technical Support - For specialized Outbound Technical Support Services which include appointment setting and merchant account services, outsource to O2I.

Technical Helpdesk Services - Transform your business processes and increase your business value with O2I’s high quality Technical Helpdesk Services.

CATI Services - Outsource to O2I to benefit from next-generation CATI Services, which employ state-of-the-art technology.

Disaster Recovery Services - O2I offers end-to-end Disaster Recovery Services and business continuity services which are 99.99% reliable.

Email and Chat Support - Focus more on your core business, while we at O2I answer your customer’s email queries. Outsource your Email and Chat Support Services to O2I.

Outsourcing to India: Discover Why India is an ideal place to outsource to, Read more on Why Outsourcing has become necessary and find out more on what services can be outsourced to India.