As India emerges as a global outsourcing hub, the BPO industry is forecast to explode at exponential rates from 23000 people and $10 million PA in 1998 to over a million people and revenues in excess of $20 billion by 2008. Pivotal segments are going to be backoffice operations, medical transcriptions, insurance claims processing, customer interaction centers and content development. The role of a call center employee is part sales person, part marketing and part customer advisor. For this purpose, it is essential that call center professionals excel at all level with each customer contact and in the very way they operate as part of a fast- paced business unit.

This course is designed to make students familiar with the basic concepts of a call center, its purpose and the primary task it performs. Insight is also given to CRM and accent, both British and American.