Why Businesses Outsource Indian Call Centers
Outsourcing from Professional Agents with Quality Technology
Apr 27, 2009
Call Centers have become a popular marketing tool. This is because if they are handled by highly skilled and professional agents or operators, every inbound call from a customer is an opportunity to increase the customer base of an organisation. Providing customer service through automated telephone service centers also make it possible for an organisation to reach out to prospective customers through outbound calls. Above all, they provide an excellent opportunity for meeting customer needs. Meeting the challenges of modern marketing, therefore, requires an effective use of technology-based automated telephony systems by businesses.
Options for Proving Call Center Services
Prospective business organisations seeking to use call center services to boost their business may do so by choosing one of two options. The first option is the setting up of an organisation’s personalised service center. This option requires the acquisition of equipments and technology which will include some automated computer software. It will also involve the hiring of skilled personnel to operate the center. The second option is the utilization of a professional call center outsourcing company. This second option is considered to be relatively cost-effective and more companies are outsourcing some customer information services.
Booming Indian Call Center Outsourcing Industry
Within ten years, India has become a major hub of call center outsourcing facilities. As reported in the June 12 Indian Times, 2003 article "Indian Call Centre Industry Attrition Highest in Apac" findings from a study conducted by the Australian-based Callcentres.net showed that India was at the top of the call center industry in the Asia pacific region. At the time, Indian automated telephony customer centers accoutered for 22 percent of all such operations in the region compared to 19 percent for Singapore, 18 percent for Malaysia, 13 percent for the Philippines and China with 10 percent.
According to Ennovate Group Inc, a call center service and customer relationship firm, current statistics show that India's call center industry accounts for almost a quarter of all software and services exports from the country. It is estimated that close to 1.5 million people are employed in the information technology-based outsourcing industry. The value of the industry is also estimated at $2 billion.
Benefits of Offshore Outsourcing
The growth of the Indian the telephony outsourcing sector is mainly due the growing trend of what has become known as offshore outsourcing of such services. In order to meet the growing competitive demand for cost-effective, customer-oriented services, many European and American companies are now outsourcing their call center services by either setting up such centers in India or hiring offshore outsource firms in that country. India is thus reaping the benefits of offshore outsourcing.
Why India Has Become Call Center Outsourcing Hub
The following are some of the reasons why India has become the global hub of outsourcing in the telephony customer service industry:
- A booming telecommunications industry.
- High quality service that meet international standards.
- The use of state of the art information technology industry for service delivery.
- Presence of cost-effective manpower. Labour cost is relatively cheaper in India than in UK or US and for that matter, service charges are lower and estimated to be a quarter of how much the same service will cost in the UK, US or Canada.
- Availability of a large educated, English-speaking and technologically skilled labour force.
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