What is Call Center Outsourcing?
Call center outsourcing is the practice in which one company has another business handle its customer service calls. Many companies find outsourcing customer calls to be more convenient, as well as cost effective compared to having on site workers do the task. India is the most popular country for call center outsourcing. Call centers are furnished with rows of cubicles that have telephones and computers; they’re typically open 24 hours, as they tend to hire many shift workers. Representatives work in the cubicles making inbound or outbound calls. Inbound phone calls are those that representatives receive from a company’s clients. A business using call center outsourcing will be given a telephone number to use on their customer communications. Typically, it’s listed as a customer service contact number. Call center representatives answer customer calls at that number using the company’s name. They provide information and help solve problems while representing the business.
