BPO Services Outsourcing | Customer Support BPO

India is a major market for BPO Outsourcing Services. Although young in the country, BPO industry has grown phenomenally and has become a very important part of the IT software and outsourcing services environment.

Business Process Outsourcing or BPO is one of the fastest growing segments of the Information Technology Enabled Services or ITES industry. It is the long-term contracting of certain business processes to an outside provider to manage one or more of its business processes on defined and measurable performance criteria.

There are many reasons for which companies overseas prefer India as a good place for BPO outsourcing services. Indian companies are better focused on maintaining quality and performance standards. They have also attained the quality certificates for their services. Furthermore, they are promising a significant and continuous improvement in quality and productivity. The number of correct transactions per hour, the speed of answering calls and satisfying queries is high. The availability of technically trained and skilled manpower in India is making companies across the world look at the country as a profitable base to shift their high-end support services.

The BPO services outsourced by Indian companies have evolved drastically over the years. Today, companies are offering a variety of outsourced BPO services ranging from customer care, transcription, billing services and database marketing, to web sales/marketing, accounting, tax processing, transaction document management, telesales/telemarketing, HR hiring and biotech research among others.

BPO services offerings create a telephonic customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis.

Let us take a look at some of Customer Support Services

Service Support:

BPO professionals answer queries to customers who call in to check on the order status of a certain product, to check for information on products and services, to verify their account status, to check their reservation status or for other such services.

Technical Support Services:

Customers call up to sort out various technical problems like the functioning of their computers, to understand how the dial up system works, problems with their software or hardware. BPO outsourcing services include round-the-clock technical support and problem resolution for customers with problems pertaining to installation and product support, up & running support, troubleshooting and usage support.

Telemarketing Services:

Outbound calls are made to potential customers to sell wireless services maybe for a telecom provider, to retail households to sell leisure holidays, to existing customers to sell a new rate card for a mobile service provider or to sell credit or debit cards etc. These calls are made to generate interest to promote and cross sell to an existing customer base or to complete the sales process online.

Employee IT Help-desk Services:

Provide technical problem resolution and support for corporate employees regarding system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc.

Insurance Processing Services:

BPO professionals also provide insurance processing services with specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.

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