One day, I called up the Customer Service of the airlines I purchased a ticket from. After the usual introduction and greetings, I asked the customer service representative that I wish to change my departure city from LAX to SFO. There was a long silence on his end. He had no idea what I was talking about. Then it hit me! This person is in one of the remote call centers in Asia who was not familiar with US local abbreviations.

A growing number of businesses has resorted to outsourcing their services by using call centers to interact with their customers. Examples include utility companies, government services, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centers. Examples of this include help desks and sales support. While some companies employ staff requiring little or no educational qualifications or experience, some firms demand lengthy customer service experience, various formal certificates and impose a complicated and staged recruitment interview procedure like American Express.

Call centers can enable businesses to deliver a high performance and optimal customer contact in the most cost-effective means possible. These centers provide secure and redundant environments for the maximum protection of their outsourcing clients. From small calling campaigns to projects that require broadcasting millions of calls, these call outsourcing centers can do the job.

So, next time you are calling about your bill, or you have a question about your purchase, most likely, you are talking with someone across the ocean.

Learn more about this author, Naida R.
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