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How Bangladesh Call Center Can Help You?
[Mar 14 2009 23:28:51]
The latest business news to hold the nation is the much puffed up about advent of the Call Center industry. With overall Call Center outsourcing market expected to grow gradually and reach $20.1 Billion in revenues by 2012 from $19.5 billion in 2005, this sector undoubtedly offers many opportunities for Bangladesh but it may just fall short of revolutionizing our country’s economy quickly, as some rumors would have us suppose.
To get a coherent view on the prospects of this industry very new to Bangladesh, star Campus decided to consult Saif Mahmood ,CEO, LiveBean Bangladesh Ltd. His company has recently initiated joint venture with USA and India to open up a training academy in association with Call Center School, the leading company in the world for the professional development of individuals in the Call Center industry. It has been claimed that Bangladesh can take improvement of the expanding costs of operating call Canter in Philippines and India in recent years by utilizing its law wages and large labour force a claim that was significantly examined by Mr.Saif . While he doesn’t question the fact that there is man power available for employment in Call Centers at much lower rates here than in neighboring India , he does question capability of the existing work force of carrying out the complex responsibilities of Call Centers . Besides fluency in English and basic computer literacy, a persons needs to possess sound customer service skills to be an effective Call Centers operative.
But because of lack of exposure to the extremely competitive standards of Call Centers Mr.saif fells that there is an acute lack of human resources in our country with the specific set of skills that are required to excel in this industry. That is why ,although a Call Centers operative can be hired for 20,000 rupees a month in India , he estimates that a salary of moor then 50,000 taka’s will be sufficient to induce a person with similar sets of skills to become a call center operative in Bangladesh under current circumstances Mr.Saif vehemently negates the belief held in certain quarters that the call center is a dot.com phenomenon which may soon die out like its predecessors . On the country , he believes that this is a HR intensive industry which uses IT as a support mechanism . He points out that Bangladesh has access to the same technology available in the United States and India , i. e . Avaya lucent technologies which are deemed to be the best in business.
The differentiating Factor in this industry is not the technology , but the quality of service provided thought the usage of this technology . Because of the current worldwide trend of retaining existing customers , he believes that this industry has a long way to go . That is why , although Bangladesh is a late entrant in the market, he is optimistic about the long run possibilities for Bangladesh . But for this possibilities to materialize , he believes that Bangladeshi organizations need to have a major time commitment and make investments in developing the man power to meet the international standards . Comparing the many training academies for call center that have sprung up like mushrooms near Farm Gate.From small to large companies, all involve a call center support to advance up its foundation line today.
A call center has its advantages and reimbursement. Outstanding among them are the advantage of having a customer service envoy (for some it’s a luxury, but the return far exceeds investment in the short as well as long run) who can communicate with the customers and prospects. Employing an trained (or somewhat) call center or customer service agent is like having a workforce that can represent the company without moving even a bit from the chair.
In the past, getting a readymade but custom call center service was not possible, especially for small or medium scale businesses. But now, for the Internet telephony technologies improvement and competition between different vendors even small mom-pop shops can have desired numbers of call center agents.
The call center industry has been vast for many years, employing thousands of people in the world. Moreover, the global call center technology market has been said will grow to an astonishing industry. The development already proves so.
The reason for so much growth when it comes to call centers is because of the many companies that are choosing to shift part of their business into the call center world. This isn’t an awful thing, as it provides many avenues of prospect with these companies when looking for a call center career.
There is an extensive range of possibilities when choosing to employment in a call center.First of all, there are different kinds of customer service call centers to have a preference from. Some may contract with answering client questions and handling client problems, while others have a certain sales feature to them. Handling complaints or providing technical support is other options reachable in call center careers. However, the types of call center choose, customer service will play the biggest role in how to perform job.
It is important to keep in mind what type of call center will fit personality. If you aren’t much of a salesperson, or you aren’t at ease tackling troubleshooting issues, you shouldn’t chase this avenue as it will only make you miserable in the long run.
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