Contact Center Telephony in India: Scope, Challenges & Remedies
The Republic of India is an emerging economic power in the world and the economic status of India would be parallel to what China today has, and it will have a consolidated position in the South Asia by 2030, this statement was released back in 2012 by National Intelligence Council (NIC) in its 'Global Trends 2030: Alternative Worlds' summit.
Definitely, we should be proud of that. This prosperity or progress reverberates a lot of things, and needless to say, that there are many contributing factors in the backstage, and of those, one thing is clear and loud, that we have achieved it through the judicious use of the Information and Communication Technology (ICT). Businesses are becoming more conscientious of what customers want. Simultaneously, they are making effort to stay at par with the global standards, and fortunately they have succeeded as well. By implying contact center telephony solutions they are trying their level best to not just attract customers, manage their businesses and push up business ROI, but also keep them satisfied with their products, services and policies.
Contact Center Telephony is intrinsic to the growth of any business model. Be it manufactures, telecom service & internet providers, financial and banking, hospitality, transport be it road transport, railways or the aviation, or any other sectors all are concerned with having a reliable contract center solution. Some have their own or in-house, while others prefer to outsource it to reputed players (BPOs). No to mention that India is a hub of call centers that offers solution to offshore clients across the globe as well. Skilled and low-cost manpower, friendly policies, ideal infrastructure, and low risks have helped India to garner the global attention. Interestingly, it’s responsible for employing nearly 2.8 million people, and generating around $11 billion revenue which accounts for 1% of country’s GDP. The popularity has reached to such a level that big brands like Wipro, Qatorro, and IBM are getting riveted into. Even multinational brands in computer or technology manufacturing like Dell and HP have set up their contact center in India to serve their growing consumer base.
However, it’s facing strong challenge from China, Philippines, Ireland and countries in Eastern Europe. The latest revelation by Assocham secretary general D S Rawat saying that India might lose 30 billion in terms of foreign exchange earnings to Philippines is an alarming one. Hence, call centers operators have to focus more on minimizing the total cost of technology ownership and operational cost and maximizing their workforce productivity, and this could be better achieved with a cloud-based phone system and mobile collaboration platform. Cloud solution bestows contact center operators with unified communication benefits. As a result they can entertain technology diversity and serve customers across different channels, viz., Web, phone, email, video conferencing, etc. However, they just need to shed off certain misconceptions and myths regarding data security and complexity which generally stem up due to ignorance. Cloud phone system reduces confusing switches, lines, cards and hardware that induces complexity. Also, it helps in having a wireless and clutter free premise to conduct business, and demands least IT maintenance.
About the Author
Fonebell Communications Pvt. Ltd. is an India based Communication Company offers Contact Center Services, Business Contact Management, Cloud Telephony India
, Conferencing Services, Call management services and more.
Submitted on: 2014-10-28 23:35:25