With the cost of doing business in the US constantly rising, many businesses seek to cut costs by moving their customer service operations overseas. Setting up a call center overseas can drastically cut the cost of doing business without diminishing the quality of the company’s customer service experience.
Anyone who is interested in operating international call center services knows there are specific goals and challenges associated with this kind of enterprise. A call center is a natural tool for reaching customers across a distance, and with the advent of technology for globalization, these kinds of centers are quickly taking over large chunks of the market.
When you own an international call center, it's important that you have a staff that understands how to use the tools available to them, as well as proper customer service. International call centers education and training helps make this a reality.
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As a cost-cutting alternative, international call center outsourcing is a viable option for many businesses. International call centers help to maintain quality customer service, but at a lower cost since staff is outsourced overseas. International call center services can include catalog orders, help desk, inquiries, customer service, surveys or appointment scheduling. There are many countries that offer offshore call center outsourcing, such as India, Philippines and Israel.
The advantages of using overseas countries for a global call center include the time difference, which allows companies to operate on a 24-hour basis since workers overseas can continue to take calls after the business day. If you are interested in global call center outsourcing, there are some international call centers basics you should know:
1. types of international call center services;
2. services offered by global call centers;
3. technology used by international call centers.
An inbound global call center is a center that is set up to take calls from customers. Customer service inquiries or computer help desk call centers are examples of these. Outbound call centers are those that make calls for marketing or appointment scheduling purposes.
Most offshore call center outsourcing companies specialize in business process outsourcing (BPO), which provides office support for business functions such as accounts collections, customer support, or data entry and collection. Many business support functions can be handled through a call center; you can use international outsourcing for more than just help desk or customer service functions.
Global call centers not only use voice to communicate with your customers. Many global call centers offer web-enabled communication as another way to keep your customer support running smoothly.
International call centers are being used by many companies to save money. If you are searching for information on this topic, then consider using the resources found on Business.com. Many people are turning to international centers to cut down on their spending, but they still want to provide a positive service experience for customers. It is important to carefully evaluate all call centers before making a decision.
International call centers provide companies the ability to use outsourcing. However, Business.com recommends carefully evaluating the centers and asking the following questions. Is the staff fluent in English or other languages you may need? This is one of the biggest customer complaints with outsourced call centers. Is the amount of revenue you will save worth it? Is the staff trained and capable of handling large volumes of calls? Do they understand your line of business? If you need to update information, how can you communicate efficiently with them and prevent problems? As you examine the call center options, you may want to think about these questions. Saving money is important, but keeping your customers happy should also be a priority. Business.com encourages you to visit the links on the left to learn more about these call centers.
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