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Corporate Profile BPO & ITES

If you are a graduate and looking at a career in Customer Relationship Management, then the IT Enabled service industry is where you should be. In order to meet the growing international demand for cost-effective, customer-oriented call centers, many organizations worldwide are outsourcing these services from locations like India. India has intrinsic strengths which can make it a major success as an outsource destination. A typical call center functions as follows - A caller uses a toll free number that is connected to a customer support center. When the call reaches the call center, a trained consultant with access to a wide database of information, answers the call. The dedicated telecommunication links connect a remote call center to the parent organization through voice links and online database access. Therefore a caller maybe calling a local number in USA, but the call maybe answered in India without any time delay and the caller is oblivious of where the call is being answered. These services are very popular in countries such as USA, Europe, Japan and Australia. There are two types of a Call Center, an Outbound Call Center and an Inbound Call center. The Application Areas of a Call Center would be like Sales Support, Complaint Handling, Technical queries, Relationship and Accounts Management, Lead generation and follow up, Telemarketing, Credit and Billing problems, Market Research, Database Development. Call centers are operated by large airlines, banks, mutual funds, telecom services, IT product companies among others. The Generic skill sets required are PC Skills, Ability to work in teams, Listening skills, Analytical skills, Customer focus and be a graduate.

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