A 24x7 call center - Why are they a better choice?

We are in the year 2010 and by any means, this is the age of quick and unhindered communication. This is the era of Twitter, Facebook and Orkut and people like to make sure that they are heard and responded to, immediately. Thus, a 24 7 call center has become a popular choice for most companies.

Gone are the days when companies used to hire customer support staff and create a different department for customer support in their own premises. Today, most companies which need continuous customer support hire offshore call centers. These call centers are mostly based in Asian countries like Malaysia, China and mainly India.

There are two kinds of call centers - limited hours call centers and 24×7 call centers. As the name suggests 24×7 call centers offer support for 24 hours and seven days a week, while limited hours call centers are open for 5-6 days a week and provide services for only few hours a day. Until a year or two ago, only limited hours call centers were available which used to work according to the business hours timing in the time zone of the company that hired them. These call centers remain close for at least one or two days a week.

But now, 24×7 call centers are getting extremely popular. Hiring a 24×7 call center is a much better choice for a number of reasons. Let's discuss some of them:

1. Better Support: Being available to your customers at any given point of time, naturally improves the quality of support you provide them. There are no gaps or waiting period to process requests and all the work is done instantly. As a result, your customer support also works as a personal relation activity.

1. Best for Multinational companies: Multinational companies have customers all around the world. If they want to provide support to the customers from all countries, they would have to set-up separate call centers in different time-zones. But through a 24×7 call center, a company can cater to people from all time zones in the world. Hence, it is a great option for multinational companies.

1. Reliability: Especially for new companies, ensuring reliability and trust in the eyes of customers is extremely important. People want to ensure that the product in which they are investing their hard earned, is trustworthy. 24×7 call center is provides this reliability to a company as people can see that the company is ready to listen to them at any given point of time and their representatives are available to help them.

1. Cost effectiveness: Providing 24×7 customer support without outsourcing can be extremely expensive. A 24×7 call center does the same job in much lesser cost. The call centers hire cheaper labor which reduces the costs to a great extent.

24×7 call centers are any day better than limited hours call center. So, if you are also looking to hire a call center than choose only a 24×7 call center.


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