SIP calls in call centers are flexible and agile
We’ve seen headlines claiming that call centers in India are on their way out but are these statements true? According to these publications, SIP call center solutions are being phased out in favor of live chat self-services and other communication techniques.
However, we are confident that call center training solutions will be in high demand in India in the future. For many years, India has been the epicenter of call center expansion with famous companies like British Airways, American Express, and Dell using call centers in India. There’s a reason why call centers are still in operation now and will be for decades to come.
This blog will discuss why the call center solutions in India have a bright future.
Technology & Agent Collaboration
Automation technology enables agents to make call centers work smarter, faster, and stronger. However, AI-powered robots will not replace call center solutions. Instead, automation technology will complement humans to make call centers work smarter, faster, and stronger.
Robots can’t fix every problem, rather they often escalate problems. Humans and machines are not the only ones who can solve the problem of the future contact center. Instead, we’re seeing a hybrid of the two, with automation technologies supplementing human workers to improve customer experience considerably.
According to Gartner, only 9% of customers report using self-service tools to resolve difficulties.
Despite the proclamation of live chat and self-service as the new kings of customer experiences, nothing can replace a human on the other end of the line when it comes down to it.
SIP call center solutions like workforce automation help call center agents operate more efficiently. However, the notion that artificial intelligence would completely replace call center workers is at best delusory.
We will continue to have human agents at work, supplemented by SIP call center solutions rather than displaced by it.
Customer Interaction Using Call Center Solutions
People anticipate and demand genuine customer service experiences. When you consider the effects of COVID-19, the demand for human interaction has skyrocketed, and anything less won’t do. A bad encounter will permanently damage a customer relationship.
COVID-19 has increased the demand for SIP call center solutions in call centers, particularly in businesses such as healthcare, insurance, and finance.
Consumers don’t want an anonymous chatbot dragging out the process of paying bills, moving funds, or figuring out updated employment or insurance details during a downturn.
No matter how advanced they grow, SIP call center solutions like chat tools will always remain artificial. Chatbots are unable to understand empathy. Human agents demonstrate empathy daily when consumers are confronted with difficult conversations about their health or money.
Adapting to New Challenges
Even though SIP call center solutions are important to its success, they must adapt to a constantly changing business environment. SIP call center solutions and the SIP PBX system are here to stay. The ” physical ” center may become obsolete with the rise of distant and tethered call center models.
COVID-19 problems have prompted the emergence of virtual contact centers, which provide their own set of benefits to firms willing to make the switch. Reduced operational expenses are the most significant benefit firms receive from migrating to remote call centers. This is followed by reduced absenteeism and improved agent satisfaction.
Why Call Centers In India Continue To Thrive
74 % of CFOs believe telecommuting will become permanent shortly. Virtual contact centers that use call center solutions are the future of customer service.
Investing in SIP call center solutions is still worthwhile for various reasons. Although demand for voice and non-voice call center processes in India has decreased due to several issues, call center outsourcing companies continue to make a lot of money.
Several factors contribute to business growth and its associated benefits. The outcomes obtained as a result of the put-in work are enormous. Call centers are also useful for call recording which will be helpful for the Police during investigation. The growing importance of SIP call center solutions in India is seen in their income.
The call center industry revenue in India is predicted to expand at a 14.67% compound annual growth rate (CAGR) by 2026. Several factors continue to influence and encourage the target audience to use India-based call center services.
Here are a few examples.
● The Graduate Workforce
Skilled workforce
Thousands of young people graduate from universities each year and begin looking for work. For these graduates, call center employment is always a viable alternative.
Graduate executives can improve the expected outcomes of the client’s business. This is achieved by communicating and delivering optimal solutions to clients over the preferred communication channels.
India is a viable alternative for call centers due to its large population and abundance of competent individuals.
● The Currency Differences
The currency differences
When clients from the United States seek call center services, one of the most important criteria they look for is a high return on investment.
The currency disparity between India and the rest of Southeast Asia is a significant factor in making India a viable alternative.
For example, a US-based corporation wants to invest $100 (USD) in its workforce/executives.
The currency difference plays a significant impact here. A Philippine outsourcing firm can offer 20 seats for $100, whereas an Indian outsourcing company can offer up to 30 seats for the same price.
As a result, India is becoming a popular alternative among customer-centric business owners due to its ability to give more for less money due to currency differences.
● The Government’s Digital India Initiative
Digital India
Under the ‘Digital India Campaign,’ the Indian government has taken various measures to promote the concept of digitalization in recent years of progress.
Outsourcing companies are actively supporting the program to attract clients from all around the world. The government is doing everything to entice investors and maintain its status as an outsourcing hub.
Final Thoughts
The call centers in India, while evolving, are not going away.
While the physical center concept might be in jeopardy, human agents assisted by SIP call center solutions will continue to grow in demand. The demand for SIP call center solutions in India continues to grow to satisfy customer wants and adapt to market demands.
So, the notion that it is “dying” is as false today as twenty years ago.
India’s call centers efficiently provide 24×7 customer care using the best SIP call center solutions. The SIP call center solutions used by Indian call centers go hand in hand with the time difference to help the client’s customers.
At the moment, Indian call centers have a notable reputation for providing excellent services at a reasonable cost.
They offer unique products and services that stand out from the competition. This is due to the country’s extensive experience in the industry, as well as the availability of the best call center technology.
If you seek the best call center solution provider, Aavaz FreePBX is the ideal option. Aavaz offers the best SIP PBX system along with customized SIP call center solutions that not only helps your business survive but thrive.
Contact Aavaz today for all your telephony needs.
