You may have thought that the big players in the BPO sector are the ones that bring about catalytic changes in processes and operations. That is not true, as reported by the Symantec 2010 State of the Data Center Report. The studies tell us that call centers in the midlevel stage are better suited to look for innovations in technology used for answering service or telemarketing. Small scale BPO service units do not have the financial requirement to invest in such measures and large scale concerns are rigid in their approach. They are unwilling to look for fresh grounds after they hit upon something that regularly provides a favorable ROI. It is the medium sized call center units that initiate changes.
There are some other trends as well. Medium sized call centres cut into the business revenue of their larger counterparts because they are more accommodating, flexible and in sync with the moving times. These call center units are more willing to work together with the client. Clients also feel comfortable about hiring such telemarketing units that offer them important and incorporate suggestions. Midlevel BPO units also offer call center services in diverse aspects and they are willing to think out of the box. In the modern times, these traits become very useful because the customers are always changing their preferences and patterns.
No comments:
Post a Comment