Call Centres In India Case Study Geography Online

Call Center Services for Retail and eCommerce Industry

Whether your business is a brick-and-mortar establishment or an ambitious eCommerce player, one success factor is common - exemplary customer service. As retailers and eCommerce companies seek to create an omni-channel experience for shoppers using the latest technology and best practices, a strategy that mixes traditional and new customer service channels to create a seamless, personalized and high-quality experience for customers must be employed as well.

Invensis Technologies is an expert Call Center Outsourcing Services company and enables retail and eCommerce companies to stay connected with customers. With more than 15 years of experience in delivering customized customer service for the requirements of global clients, we have the capability to implement a solution that is ideal for your business requirement. You can leverage our expertise in customer service to your advantage to gain cost and process efficiencies through outsourcing, and improve customer satisfaction and retention.

Outsourcing customer service to Invensis will give your retail or eCommerce company access to our robust 24x7x365 multi-channel contact center. Equipped with well-trained professionals and the latest call center technology, our contact center services the needs of your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service). With facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more, our call center technology ensures that all your customer interactions are streamlined.

There are four main types of jobs or industries in India. These are:

  • primary, which involves getting raw materials from the land, eg farming or forestry
  • secondary, which is making products out of raw materials, eg food processing and car manufacturing
  • tertiary, which is providing a service, eg doctors and teachers
  • quaternary, which means ICT and research, eg computer software designers and scientists

A country's industrial structure is the percentage of people working in each job type. Changing the balance between these four sectors of industry can help a country to develop.

Up until the 1980s, India's main type of industry was primary. Many people were subsistence farmers, which is not very profitable. From the late 1980s, the Indian government encouraged foreign transnational corporations (TNCs) to set up within the country. Factories were built and secondary jobs in manufacturing were created. Factory workers earn more money, which means that they can afford to pay people for services, such as entertainment and healthcare. Workers in the tertiary (service) sector are paid more than in primary and secondary.

The additional wealth generated from the changing industrial structure in India has created a multiplier effect - as one thing improves, it allows other things to improve too.


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