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Will consumer Portals overtake the Call Centers?

Created by : Ajay , Business Analyst, Tata Consultancy Services (TCS)  | 07 28 2009 21:41:53 +0000
Industry : ITES / BPO / Customer ServiceFunctional Area : Communication(Sales & Marketing)
Keywords : consumer call center portal
Activity:  155 views;  last activity : 07 06 2010 20:18:09 +0000

Wouldn't the customers prefer to log the complaints at the mid-night hour while checking their mails, get the information anytime, anywhere and no need to call when they are on roaming/low battery? Just connect to the internet and you are a click away from your from the vendor!

  
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because only 10% have internet connections mobile and also only 25% have laptop with them while travelling.
By SB DIKSHIT, STATE QUALITY MONITOR, U.P.R.R.D.A  08 04 2009 15:31:18 +0000
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I have seen many people now demanding their service providers/vendors to have a portal for customer service rather than calling the unknown call center agent or waiting for call to be entertained and in the meantime listening to the same theme again and again.
A Portal will keep a track of what they asked, when and what was the solution, all date and time stamped. While being anywhere in the world they can login to the portal from mobile, laptop or workstation. They can have the portal screens customized for them and new views everyweek/day.
Also, all the queries raised electronically will be answered and in much less time as compared to the response of a call
By Ajay , Business Analyst, Tata Consultancy Services (TCS)  | 07 28 2009 21:50:03 +0000
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I dont think so!!

See comvenience is the NAME OF YJE GAME today, nevertheless not everybody is blessed with internet 24 hours!! Why not everyone is blessed with continuous electricity in India. Awarenes is also an issue. To what level does a communication filter down to?? How many actually understand and make others understand??

I stil believe that people would prefer to pick up the phone and call the toll free number and speak in their most easy and local flavor and get their point across!!
By Makrand Bhave, Marketing & MICE, WIZCRAFT International  | 08 04 2009 17:10:47 +0000
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I do not feel consumer portals would overtake the call centers mainly because Internet is still not located in majority of the homes in India. The numbers are increasing, but there is still a big difference between the number of Internet users and the number of Landline/Mobile users. Even though, the call center does make you wait for quite some time in certain cases, but what you do know is your call would certainly be entertained. Another thing is call center also provides you with the option of IVR facility in multiple languages which is especially beneficial for those people not that familiar with the English language. Hence, though consumer portals is a good idea, i do not think that it will replace the existing call centers.
By Ashish , Team Leader -(Technical), Tata Consultancy Services (TCS)  | 08 04 2009 16:37:14 +0000
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not so early in India.
By SB DIKSHIT, STATE QUALITY MONITOR, U.P.R.R.D.A  | 08 04 2009 15:27:21 +0000
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not so early in India.
By SB DIKSHIT, STATE QUALITY MONITOR, U.P.R.R.D.A  | 08 04 2009 15:26:31 +0000
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not so early in India.
By SB DIKSHIT, STATE QUALITY MONITOR, U.P.R.R.D.A  | 08 04 2009 15:25:17 +0000
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I dont think it can be replaced as it is instant and one gets, most of times immediate response. People prefer to get reponse immediately besides mailing service is still available and its not much of a use.. Consumer portals can't overtake but yes it can create its own space
By Anmol Bhasin, Customer Support Engineer/Technician, Microsoft India (RD)  | 08 03 2009 04:05:37 +0000
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