Podcast
Questions and Answers
What is the primary reason companies choose to relocate their call centres to India?
What is the primary reason companies choose to relocate their call centres to India?
- The increasing demand for calls from Asia
- Lower costs and a young, enthusiastic workforce (correct)
- Better technological infrastructure in India
- An inadequate workforce in their home countries
What is a typical concern customers have about calling Indian call centres?
What is a typical concern customers have about calling Indian call centres?
- The quality of service provided
- The expertise of the staff managing their calls
- The possible high costs associated with international calls (correct)
- The lack of local knowledge by the staff
How do employees in Indian call centres typically respond when asked if they are calling from India?
How do employees in Indian call centres typically respond when asked if they are calling from India?
- They provide their location directly
- They refuse to answer
- They confirm outright
- They ask customers to guess (correct)
What is the purpose of the daily meetings held before shifts in call centres?
What is the purpose of the daily meetings held before shifts in call centres?
Which country has the highest percentage of calls directed to Indian call centres?
Which country has the highest percentage of calls directed to Indian call centres?
What does the article suggest about the working conditions in call centres in India?
What does the article suggest about the working conditions in call centres in India?
What is the standard practice regarding customer interaction for Indian call centre staff?
What is the standard practice regarding customer interaction for Indian call centre staff?
How many job applicants typically apply for a single vacancy in a Delhi call centre mentioned in the article?
How many job applicants typically apply for a single vacancy in a Delhi call centre mentioned in the article?
Flashcards
Call centers in India
Call centers in India
Companies move telephone sales and enquiry departments to India due to lower costs and a young, eager workforce.
Customer concerns
Customer concerns
Customers might worry about the cost of international calls or the company's location so far away.
Telephonist in India
Telephonist in India
Employees working in call centers located in India, handling customer interactions over the phone.
Time difference
Time difference
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Customer service quality
Customer service quality
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Working conditions in India
Working conditions in India
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Company Operations (Overseas)
Company Operations (Overseas)
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Customer satisfaction
Customer satisfaction
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Study Notes
India Calling Call Centers
- Call centers in India are popular, with low costs and young workforce.
- Many companies outsource their telephone sales and inquiries to India.
- 3,000 telephonists and over 1,000 graduates apply for every opening.
- Working conditions are attractive, with doctor and subsidized canteen.
- Staff have daily meetings to discuss weather to engage customers.
- Employees are up-to-date with news from around the world.
- Customers may be concerned if they are calling India, or if they're dialing long distances.
- Indian employees may be anxious if they get questions about their company being located in India.
- Employees are often fascinated about the time difference.
- Customers are more focused on service level rather than location.
- Employees return home after a global day to their local night.
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Description
This quiz explores the dynamics of call centers in India, highlighting their popularity due to cost-effectiveness and a young workforce. Learn about the application process, working conditions, and the perceptions of both employees and customers regarding this booming industry.
