The Indian BPO services start from the bottom of the value chain that is answering customer queries via phone, data entry on credit card transactions and sophisticated services like data analytics, equity research and processing insurance claims.
The Indian BPO industry supports around end users from various industry verticals such as banking, financial, insurance, retail, manufacturing, telecom, pharmaceuticals and healthcare etc. These days, the verticals have further expanded to high value services like scientific research and development. Even today, the Indian BPO industry is considered the market leader in terms of voice-based tasks and is ready to take up high end transaction-based services. The future therefore lies in integrated, end to end services proposition.
The customer care is the largest segment in the Indian BPO industry and it accounts close to 40% of the total industry's revenue. A few basic services offered by a majority of call centers in India are backend support, tele-calling, customer services, transactional processing, operations, product information requests and so on. Broadly, these services can be classified as Inbound, Outbound and Web-based services.
Inbound services
Inbound services include services such as order taking, up selling and cross selling, billing queries, claim processing, phone answering services and technical support.
Outbound Services
Outbound services refer to those services that can inform customers about latest product launch, cross checking details, post sales support, updating records etc. It encompasses telemarketing, credit collection, insurance verification, market research surveys etc.
Web Enabled Services
These services are ideal for online business solutions. Instant customer support is offered by call centers through chat, e-mail or live support.
Indian call centers make use of a mix of such services (Inbound, Outbound and Web based) or excel in just one domain. Go4 customer is an India based Call Centre Outsourcing Services Company that aims to reshape the face of the Indian BPO industry. It offers a mix of the basic customer care services thus ensuring that your customers are served first through any channel. Based in Jaipur- Rajasthan, Go4 customer helps its clients to attain improved efficiency, attract and retain its profitable customers, focus on core competencies and minimize business risks.
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