Building A Successful Contact Center Business

By Author: Walt Robertson
Total Articles: 6
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Call centers are the matters of the past. In today's consumer-driven market and with the invention of high-speed Internet, the customers are no longer calling call centers for solutions. They are looking for contact center solutions by texts, emails, IM etc. Taking calls from customers and providing solutions is no longer enough to keep your customers loyal to you, and it's time to be more pro-active in your approach to keep up customer relationships and give solutions to their problems for making any sales deal.

The worldwide community for offering contact center solutions is increasing, and offshore outsourcing to the Philippines and India has seen into a significant globalization of this industry with substantial cut in costs. If you're looking forward to building a flourishing business, you would need to have the favorable location, the right people to man your center, the excellent facilities, the investment, and the right business intelligence software to make a fair impact among your potential customers.

What You Require Having Your Own Contact Center:

People:

If you think of ...
... providing contact center solutions, this is the most crucial factor when you are thinking of setting up your own offshore contact center. The crucial aspects would be to opt for the correct location and identifying the pool of workforce found there. You should also bear in mind the population in the locale with the reason being that a location in Asia would facilitate the service with much less labour or general payment rate in relation to the United States or any European countries. While you examine to pool of workforce available, you should be realizing the level of education of the people there in that location. India is a large country with available skilled people and so is the Philippines.

Cultural Affinity:

One of the crucial reasons to select locations in the Philippines and India is that the majority of the population in these two countries is well familiar with the English language, and these two countries also possess cultural affinity being under British and American rule respectively in the past. As for spoken English, while both countries are well conversant with English there are some pronunciation differences with Indians swaying somewhat towards the Continental side and the Filipinos are versed in American English and culture. This is crucial if you're finding providing contact cent re solutions from offshore points.

Low Cost:

For a contact center business the next most important aspect is decreasing price significantly. Setting up contact centers in the Philippines and India would most definitely lessen staffing cost, and with the right business logic in place, you may be saving more cutting down on idle time of the agents. The nominal labour expenses and low salary in these two countries have attracted so many organizations to build up business in providing contact center solutions.

About Author:

Echopass stands for hosted contact center services and solutions which deliver the promise of the IP contact center. They offer completely integrated, fully customizable virtual contact center software application suits in a software as a service model.