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Customer Service Outsourcing

Customer service is an important business process that firms carry out to ensure satisfaction and retention of their customers. Though it is a non-core activity of an organization, it helps in creating goodwill of the company since the company caters to the wants and needs of its customers. Customer service is a key parameter that differentiates a company from its competitors. Earlier, companies used to carry out customer service in-house, but due to benefits such as focus on core competency, cost savings, quality and flexibility, which are applicable for business process outsourcing as a whole, many companies are outsourcing customer services now. Today, a call made to a British credit card company is answered by an Indian on one day and by a Malaysian on another day. Customer service outsourcing, also known as call center outsourcing or contact center outsourcing, is a part of Business Process Outsourcing (BPO).

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