The document discusses call centers and outsourcing. It defines a call center as a centralized office that receives and transmits large volumes of phone requests. There are inbound call centers that handle incoming inquiries, and outbound centers for telemarketing. The document outlines the advantages and disadvantages of outsourcing call center functions to other countries, such as lower costs but potential language barriers. It also describes call center technologies that can improve agent productivity and customer service.

1. ONLINE ASSIGNMENT
TOPIC: CALL CENTER
OUT SOURCING
SUBMITTED TO,
MS. DHANYA KUMAR
LECTURER IN ENGLISH
SUBMITTED BY,
SANGEETHA STEPHEN
ENGLISH
REG NO:16514383027

2. INDEX
SL NO. CONTENTS PAGE NO
1. INTRODUCTION 3
2 CONTENTS 4-8
3 CONCLUSION 8-9
4 REFERENCE 9

3. INTRODUCTION
Technology is a broad concept that has come to refer to breakthroughs in science that
allow for a better or automated solution. While the most obvious benefit to technology in
small business is increased productivity which translates into a lower cost structure there are
some other benefits that can help the bottom line as well Improved speed, the ease of sharing
and storing information and a decrease in human error through automation add up to a
reduction in costs and an increase in revenue
Technology allows information, whether written or broadcast, to be shared more
quickly and with fewer resources. Marketing can be accomplished by placing ads that reach
millions of ready buyers on the Internet or through social networking sites. E-learning and
other forms of online training have reshaped the readiness of the average small business
workforce as employees can listen to classroom lectures and share ideas with classmates from
the comfort of their home or office.
A call centre or call center is a centralised office used for receiving or transmitting a
large volume of requests by telephone. The earliest call centres were created during the
1960s, and were known as "Private Automated Business Exchanges" (PABX). The earliest
example of a call centre was in the UK is at the Birmingham Press and Mail.[4] They had a
GEC PABX 4 ACD, installed in 1965.The coining of the term "call center" is more recent,
with the first published use of the term in 1983. Outsourcing means contracting with organis

4. CONTENT
A call center is a physical place where customer and other telephone calls are handled
by an organization, usually with some amount of computer automation. Typically, a call
center has the ability to handle a considerable volume of calls at the same time, to screen calls
and forward those to someone qualified to handle them, and to log calls. Call centers are used
by mail-order catalog organizations, telemarketing companies, computer product help desks,
and any large organization that uses the telephone to sell or service products and services.
Two related terms are virtual call center and contact center.
There are two types of call centers. An inbound call centre is operated by
a company to administer incoming product support or information inquiries from consumers.
Outbound call centers are operated for telemarketing, solicitation of charitable or political
donations, debt collection and market research. A contact centre is a location for centralised
handling of individual communications, including letters, faxes, live support software, social
media, instant message, and e-mail.
A call centre has an open workspace for call centre agents, with work stations that
include a computer for each agent, a telephone set/headset connected to a telecom switch, and
one or more supervisor stations. It can be independently operated or networked with
additional centres, often linked to a corporate computer network,
including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways
into the centre are linked through a set of new technologies called computer telephony
integration.
The contact centre is a central point from which all customer contacts are managed.
Through contact centres, valuable information about company are routed to appropriate

5. people, contacts to be tracked and data to be gathered. It is generally a part of company’
customer relationship management.
CALL CENTER AND ITS TECHNOLOGY
Call centre technologies include speech recognition software to allow computers to
handle first level of customer support, text mining and natural language processing to allow
better customer handling, agent training by automatic mining of best practices from past
interactions, support automation and many other technologies to improve agent productivity
and customer satisfaction. Automatic lead selection or lead steering is also intended to
improve efficiencies,[7] both for inbound and outbound campaigns. This allows inbound calls
to be directly routed to the appropriate agent for the task, whilst minimizing wait times and
long lists of irrelevant options for people calling in. For outbound calls, lead selection allows
management to designate what type of leads go to which agent based on factors including
skill, socioeconomic factors and past performance and percentage likelihood of closing a sale
per lead.
VIRTUAL CALL CENTER
In virtual call centre model, the call centre' operator pays a monthly or annual fee to a
vendor that hosts the call centre telephony equipment in their own data centre. In this model,
the operator does not own, operate or host the equipment that the call centre runs on. Agents
connect to the vendor's equipment through traditional PSTN telephone lines, or over voice
over IP. Calls to and from prospects or contacts originate from or terminate at the vendor's
data centre, rather than at the call centre operator's premises. The vendor's telephony
equipment then connects the calls to the call centre operator's agents.[9]

6. Virtual call centre technology allows people to work from home, instead of in a
traditional, centralised, call centre location, which increasingly allows people with physical or
other disabilities that prevent them from leaving the house, to work. The only thing that is
mandatory is to have an Internet access and a workstation
A contact centre can be defined as a coordinated system of people, processes,
technologies and strategies that provides access to information, resources, and expertise,
through appropriate channels of communication, enabling interactions that create value for
the customer and organization. Contact centres, along with call centres
and communication centres all fall under a larger umbrella labelled as the contact centre
management industry. This is becoming a rapidly growing recruitment sector in itself, as the
capabilities of contact centres expand and thus require ever more complex systems and highly
skilled operational and management staff.
The majority of large companies use contact centres as a means of managing their
customer interaction. These centres can be operated by either an in house department
responsible or outsourcing customer interaction to a third party agency (known as
Outsourcing Call Centres)
OUTSOURCING
Outsourcing means contracting with organisations and agencies outside one’s country
for doing work that could otherwise be done by employees with in his own country. It is
practice used by different companies to reduce costs by transferring portions of work to
outside suppliers rather than completing it internally. It is opposite to insourcing.
In contrast to in house management, outsourced bureau contact centres are a model of
contact centre that provide services on a "pay per use" model. The overheads of the contact

7. centre are shared by many clients, thereby supporting a very cost effective model, especially
for low volumes of calls. Outsourced centres have grown in popularity. There is criticism of
the outsourcing model.
Companies that regularly utilise outsourced contact centre services include British
Sky Broadcasting and Orange in the telecommunications industry, Adidas in the sports and
leisure sector, Audi in car manufacturing[15] and charities such as the RSPCA.
Outsourced call centers are often located in the developing countries, where wages are
significantly lower. The call center industry in the Philippines and call center industry in the
Bangladesh serve as good examples
For example several works of American or European companies are done in China,
and India. Prominent Outsourcing works include data entry, manufacturing of components,
computer programming services, accounting functions, training administration, computer
service, pay roll and other human resource functions.
A relatively new trend in outsourcing is employee lasting, in which specialized
vendors recruit, hire train, and pay their clients, employees, as well as arrange health care
coverage and other benefits.
ADVANTAGES
 It lowers operation costs.
 It facilitates development of business
 It facilitates easy Availability of employees
 It facilitates recruitment of experts
 It reduces labour related problems
 It is easy to terminate services of an incomplete person.
DISADVANTAGES

8.  Language barriers may make customers unhappy
 Loss in control over the product of service
 It damages local labour market
 Huge exploitations
 Legal barriers as different countries have different laws
 Weak rapport between the employer and employees
CONCLUSION
Modern technology has changed civilization in many different ways. Humans have
almost always been on a path of progression, but thanks to technology, the twentieth and
twenty-first centuries have seen a number of advancements that revolutionized the way
people work, live and play. Imagining what life would be like without some of these
advancements has become a difficult task due to their importance and our reliance on them.
Call Center technology is constantly evolving, so it can be difficult to keep track of the latest
innovations in the market.
A call center facility provides ample workspace for a large number of employees,
typically referred to as "call agents," to administer telephone-based communications with
customers. Call centers may also use a call center suite which includes tools for telephone
switch functionality, intelligent routing, automatic call distribution, interactive voice response
(IVR), outbound dialling, voice mail and other components. Large organizations may choose
to outsource its call center services, as a call center will be able to provide the systems and
trained workforce to provide quality service to customers.

9. REFERENCE
https://en.wikipedia.org/wiki/Technology
http://searchcrm.techtarget.com/report/Top-five-benefits-of-speech-analytics-for-the-
call-center