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It is a well known and recognized fact that the very first objective of any business is to satisfy the customer who is the undisputed king and sovereign. In today's world it is all the more important as competition is becoming cut throat and every business is vying for the customers. How to score an edge over the competitors has given birth to call centers where the customer is provided an access with the firm round the clock, all days in a year so as to satisfy his queries at that very moment or in the minimum time.
A call centre service can be outsourced just like any other process. However, it has to be strategic call center outsourcing. Here strategic means how it can be better than your competitor, that is where the firm is able to enjoy efficiency (doing things rightly) and effectiveness (doing right things). Call centers are not tactical but strategic arms in the battle for attention, interest, desire, action, retention, and loyalty. The call center the firm is going to outsource must have a fit with these requirements. The strategic call center outsourcing can be done at two locations - one, in the home country and two in an offshore location. It will be difficult to strategically outsource a call center in the same country, because of the labor rate being the same in the country. Hence it has to be outsourced to a developing country, which has a lower cost advantage. For strategic call center outsourcing we must be very clear that a call center stands for a set of technology, people and processes. To deliver the results there needs to be a comprehensive and an integrated combination of people supported by technology and process. For a strategic call center outsourcing the following matters must be kept in mind: 1. Technology adopted by a call center must be updated. However, technology must enhance customer satisfaction. 2. The information to be provided to the call center is very important. The information is to be provided by the home country organization. Information will determine the relationship. The firm must select a call center on which it has trust while supplying the information. 3. The firm must realize that this information base needs to be updated. 4. The firm must allow freedom to the call center to change the processes and technologies as the times change. 5. One of the criteria of selecting a call center is to monitor the attrition rate of the call center. After the entire human element is the most vital ingredient of contacting with customers. An unsatisfied lot is a liability. 6. In today's world where even call centers are also becoming commodities, the most important element to differentiate it from that of your competitors is the cultural training of call center agents. |
Business 
