Basic Service Types of Call Centre India Industry

Call centre is also known as a customer care centre or customer interaction centre. It is an advanced facility designed to receive and transmit numerous telephone calls on a daily basis. The contemporary call centres generally consist of computers, headphones, telecom switches, and supervisor stations. In a call centre, the calls are either made or received from the existing or potential customers of a business. These calls are made and/or received by personnel called customer care executives or customer service representatives. The calls are usually related to products and services in which a business deals. The services provided through a call centre usually include rendering pre and post sales services, order booking/processing, request/complaint registration, data verification, technical support, entertaining general enquiries, etc.

Today, there are numerous call centres throughout India. The outsourcing trend has resulted in the quick growth of the call centre India industry. The majority of companies abroad, especially those in U.S. and U.K. prefer India for outsourcing their call centre activities. The primary reasons for this preference are the inexpensive labor in India and the advanced technology and state-of-the-art infrastructure of the call centres in India.

Given under are the basic service types of call centre India industry:

Inbound Services: In this service type, call is made by the existing or potential customers of a business to the call centre. The call centres that provide this kind of service are called inbound call centres. The calls made by customers in an inbound call centre are regarding product/service information, product/service purchase, request/complaint registration, general enquiry, etc.

Outbound Services: Unlike the inbound services, in case of outbound call center services the calls are made by customer care executives to the existing or potential customers of the business. The purpose of these calls are generally product/service promotion, online sales, taking product/service feedback, market research, data verification, telemarketing, etc.

Web-enabled Services: Web-enabled service category is the most recent type of call centre service in India. These services are technical in nature and involves dealing with IT issues like computer and computer peripheral troubleshooting, software installation, virus fixing, etc. These services demand high level of skill and expertise on part of the service provider and that is why the call centres that render this service employ highly qualified and experienced people from technical field to undertake this task.

Go4customer is an established call centre in the call centre services India industry. This call centre possesses state-of-the-art infrastructure and a team of qualified, experienced, and efficient personnel that enables it to render world class services to its clients. The call centre deals in all the three basic service types viz., inbound, outbound, and web-enabled call centre services.