Building and Running Contact Centers in Emerging Economies

April, 2012


Over the last few years, Contact Centers have mushroomed in emerging destinations such as India and Philippines creating job opportunities for millions. As businesses become more customer-centric, more Contact Centers are being established every day. Businesses will continue to outsource to only those Contact Centers that have kept pace with time, deployed state of the art technologies and stood on world class management policies and processes. Extensive research has been carried out in establishing and operating best in class Contact Centers. Contact Centers business is racing ahead and is poised to be a 0 billion industry by 2014. To take advantages of such an opportunity, it is very important for both budding entrepreneurs & established organizations to have a closer look at the best practices and recommendations to setup a Contact Centers. This document outlines some of the best practices in setting up & operating a Contact Centers facility.

In recent times, organizations have become more customer-centric. Customers demand and expect smooth, quick resolutions to their queries and problems. Being aware of this fact, even mid-size and small size organizations are opting for contact centers as a strategic move. Contact center is now the most successful function in serving customers effectively and satisfactorily.

This document gives you an insight into the key best practices in the hard and soft aspects of building and running a contact center.