Synergy Extreme India

अपने चरम सेवा प्रदाता.
CATEGORIES
 
  • Company News
  • Local News
  • Outsourcing News
  • Technology News
  • Uncategorized
  • ARCHIVE
     
  • May 2013
  • March 2013
  • February 2013
  • January 2013
  • December 2012
  • November 2012
  • October 2012
  • September 2012
  • August 2012
  • July 2012
  • June 2012
  • May 2012
  • April 2012
  • March 2012
  • February 2012
  • January 2012
  • December 2011
  • November 2011
  • October 2011
  • September 2011
  • August 2011
  • July 2011
  • June 2011
  • May 2011
  • April 2011
  • March 2011
  • February 2011
  • January 2011
  • December 2010
  • November 2010
  • October 2010
  • September 2010
  • August 2010
  • July 2010
  • June 2010
  • May 2010
  • April 2010
  • March 2010
  • February 2010
  • January 2010
  • December 2009
  • November 2009
  • October 2009
  • September 2009
  • August 2009
  • July 2009
  • June 2009
  • May 2009
  • April 2009
  • March 2009
  • February 2009
  • January 2009
  • December 2008
  • November 2008
  • October 2008
  • September 2008
  • August 2008
  • July 2008
  • June 2008
  • May 2008
  • April 2008
  • March 2008
  • February 2008
  • January 2008
  • December 2007
  • November 2007
  • October 2007
  • September 2007
  • August 2007
  • July 2007
  • May 2007
  • April 2007
  • March 2007
  • February 2007
  • January 2007
  • December 201
  •    
    How BPOs help Indian e-retailers

     

    In 2008, two days before the Valentines Day the online payment mechanism of gifting solutions company Ferns N Petals crashed.  The Pawan  Gadia who leads the company’s e-commerce division was in for a tough time since the runnup to the valentine’s day is one of the peak business periods for the firm.  If the users were not able to buy online, busines was surely going to take a hit.  The desperate attempt to the salvage a part of the online business.  Fifteen people began calling up the customers, it was able to tackle the crisis but vowed never to let the situation and resolved to set up a call center.

    Out of an emergency it is slowly becoming a necessity.  In a small way, the emerging as a new source of revenue for business process outsourcing firms.  The trend follows the footsteps of US based e-commerce giants like Amazon and eBay.  This have traditionally outsourced a large part of the back-end and transaction processing to Indian Business Process Outsourcing.  From the India’s e-commerce firms the business will also heft tot he revenues of a local Business Process Outsourcing firms in which it seen a high-end voice based processes moving out to comparatively cheaper locations like Philippines.  To a significant portion of customer care services India’s cater for global retail giants in the form of customer interaction services including of call center, pre and post sales support tememarketing and help desk functions.
    Although the effort in setting up the effort in setting up a call center is being done in-house mainly because most e-commerce firms are still in the start-up stage.  To more outsourcing, scaling up is likely to lead.  The startups get busy improving their  customer service to battle competition in more job and money are likely to trickle down to Business Process Outsourcing services providers.  The Business Process Outsourcing arm of the $4-billion diversified group company Aditya Birla Nuvo saying the move towards e-business is helping demand. The emerging e-commerce companies are a big opportunity for the Business  Process Outsourcing industry although it is early to quantify the business.

    Business Process Outsourcing service providers can offer a services where they leverage with the multiple customers.  In creating a backup system  can be a major driver for the outsourcing work to Business Process Outsourcing firms, e-retailers.  It has also realized that the up-selling opportunities when talking to a customer on phone.  With the customers from the smaller cities and towns beginning to go online the need for voice based support is growing in India.  They discovered that the customers were delighted when they called them back and help them buy.

    At the call center, the startup company has over 50 people working which brings in nearly 25 percent of the company’s e-commerce revenues.   In the team every month, Gadia is adding four to five people.  The first time buyers need a bit of hand holding.  The company also looks at the data available with them and it makes calls to the customer reminding to a special occasions.

     

    REFERENCE:

    http://timesofindia.indiatimes.com/tech/news/outsourcing/How-BPOs-help-Indian-e-retailers/articleshow/10485537.cms

    Leave a Reply

    You must be logged in to post a comment.