So naturally, there is a spurt in the number of calls received for placing orders by customers. As also observed at our own Vcare call center and other call centers which serve retail clients, the call flow in the order-taking department has increased by more than 150%. This additional call volume has posed a challenge to many order-taking call centers. Most of the call centers in India are well prepared to deal with this load, as they have adequate human resource and infrastructure support. The que-time hasn’t increased due to in-built systems for effective call handling. Some of the measures applied to manage the greater volume were: compressing the Average Handling Time per call and increasing the number of Agents who would take orders. At Vcare Call Center the staff performing Order Management & Fulfillment Services has been increased by 80% to ensure zero abandoned call rates. As every call is answered, so the business benefits from greater number of orders and greater sales. And if ever a call gets missed due to the mammoth call volumes, the Agents call back the customer to ensure not even a single sales opportunity is missed. The crucial 24x7x365 support by Indian BPO to its US and UK based clients ensures that their business can continue even when the staff is enjoying a holiday.

 

The offshore call centers of India usually have business clients from USA, UK and other western countries. These countries celebrate Christmas in its full grandeur and have lots of events planned around this. Also various institutions like schools and offices are closed around this time. But a holiday for business would mean loss of revenue. So the Indian Call Centers work on the behalf of your business and ensure that the business continues unimpeded even when the world is holidaying.