CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Worldwide, the CRM services industry is expected to increase to $20 billion from $ 2.9 billion in 1998. The market is expected to grow at a compounded annual growth rate (CAGR) of 26.5 per cent over the next five years and the size of the CRM services market worldwide is estimated to be $ 64.3 billion by the year 2005.

CALL/CONTACT CENTERS
With the explosion of e-commerce, business has had to device new channels to keep in touch with the customers. And the rising importance of customer loyalty as a competitive advantage has forced companies to keep their customers happy at any cost. The need for instant access and the spread of the Internet is setting higher standards for customer satisfaction. What makes a contact center relevant is the fact that customers are looking for more personalized contact even as e-commerce and other applications depersonalize the service process. Call centers work for 24-hours and the personnel need not be engineers. A few call center training institutes in Hyderabad offer courses in call and complaint handling, and dealing with clientele from all parts of the world.

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