Call Center Outsourcing

For a couple of years, there have been encouraging signs that call centers (also spelled call centres) outsourcing are increasing their strength in few of the developing countries. To explain: call center is a centralized office that is used for the purpose of receiving and again transmitting a large volume of requests through telephone

Call centers are operated by companies, based in the developed countries, to administer all incoming product support or information inquiries from their customers or consumers. These call centers are operated through extensive workforce known as call center agents in an extensive workplace known as workstations.

Each agent operates with the support of a telephone set/headset connected to a telecom switch along with a supervisor stations. Apart from attending incoming (inbound) calls, outgoing (outbound) calls are also made in call centers.

The product support being taken care of in the call centers include billing process, technical know how of products and other such information.