Despite outsourcing having come into a lot
of controversies in recent times, industry watchers
predict that outsourcing to India is on a growth
mode. More and more companies are drawing up
plans to outsource work to offshore locations,
India being the most popular. The trend is clearly
in favor of outsourcing larger volumes of work.
Vendors of outsourcing are moving up the value
chain to include in their service offerings,
a range of additional services that require greater
skills, research support and expertise. As offshore
vendors become more streamlined and improvise
on the offshore outsourcing model, it is not
difficult to see why outsourcing is here to stay.
There are many big firms that have taken
advantage of outsourcing call centre work
to India. These include:
- Hewlett Packard,
- ATT Wireless,
- First Consulting Group (FCG),
- Dell Computer Support,
- Schlumberger and many more…
Most of the above mentioned companies are
fortune 500 and fortune 1000 companies in
US and UK.
The offshore outsourcing workforce academic papers
show that many companies outsource services to countries
like India as compared to any other outsourcing destination.
Outsourcing to India call center services are on
the rise with major players entering the arena.
Outsourcing services to India is on the rise because
of major advantages like better infrastructure, advanced
technology and a cheaper and talented workforce.
These facilities add to the benefits of outsourcing
offshore to India making India a top outsourcing
destination. In addition to call center outsoaring
software outsourcing and transcription outsourcing
services are also on the rise.
Call center outsourcing is on the rise. Many big
companies that include fortune 500 and fortune 1000
ones are actively shifting their call center and
back office operations overseas. The major reason
why these companies are doing so with confidence
lies in the fact that offshore destinations like
India have quality infrastructure, stable government
and plenty of available resources in the form of
Call Centers in India
Global organizations have always preferred
outsourcing call center services to India,
when compared to outsourcing to China, Philippines,
Malaysia and other Asian countries. India has
always been the most preferred outsourcing
location, because call centres in India offer
a wide variety of advantages that other countries
do not offer. Today, having call centers
in India has become the norm for several global
companies. India has been able to effectively
meet the growing international demand for call
center outsourcing services by providing cost-effective
services and customer-oriented call centers.
Many international organizations are also setting
up call centres in India, because India has
a large qualified workforce and can also provide
cost-effective call center outsourcing services.
Outsource call center services to India and
give your organization a competitive edge.
The following are a list of reasons why outsourcing
call center services to India makes business
Why outsource to call centers in India?
1. Large and educated workforce
Call centers in India have a largest number of qualified,
tech-savvy, IT literate, trained, skilled and experienced
professionals. India has the largest English-speaking
population after the USA. India’s large and
well-educated workforce has been one of India’s
main advantages over other countries. India will
continue to have a well-educated and large workforce,because
India has an ever increasing number of college graduates
and a large number of successful training industries.
These factors ensure that India’s
resources will keep increasing year after year.
India’s large manpower is willing to work for
a lesser price. In a call center operation, manpower
typically accounts for 55 to 60 percent of the total
cost. In India, manpower is available at a fraction
of the cost overseas. Initial investment in infrastructure
and training can be expensive and make one believe
that the promise of cost reduction is false. However,
there will be savings and the fact that several global
giants continue to set up call centres in India is
proof of this.
2. Specialized call center outsourcing services
Call centers in India have experience in offering a
number of call center outsourcing services, such as,
inbound call center, telemarketing services, technical
helpdesk services, CATI services, disaster recovery
services, email support services and chat support services
amongst others. Call centers in India can also provide
a host of IT enabled services, such as, helpdesk services,
accounting services, transaction processing services,
remote network management and end-to-end processing
amongst others. Call centers in India can offer expert
product specific solutions, such as risk modeling,
actuarial services and underwriting variation analysis.
Call centers in India offer cost-effective call center
outsourcing services without compromising on quality.
Call centers in India also have the best of technology,
people, processes, resources, operational expertise.
3. Time Zone Advantages
More and more global organizations have been outsourcing
call centers to India, because of India’s
time zone advantages. India’s twelve
hour time difference enables global organizations
to provide their customers with 24x7x365 days services. By
taking advantage of India’s time difference,
companies in the U.S have been able to ensure that
their customers receive round-the-clock customer
support. By outsourcing call centers to India,
you can take advantage of India’s time zone
4. Latest Technology and High-end Infrastructure
Call centers in India employ the use of the latest technology,
the best software and high-end infrastructure to provide
high-quality customer support services. India has also
experienced privatization and reduction in the tariff
of internet services, telecom, cellular services and
paging services. This has given India an advantage over
other locations, in terms of infrastructure. India has
the largest number of state-of-the-art call centers in
the world. The Government of India has recognized
the potential of IT-enabled services and has taken positive
steps by providing numerous incentives.
5. Cost-effective call center services
Another important factor why global organizations
prefer outsourcing call centers to India is because call
centers in India offer cost-effective customer
support services without compromising on quality.
With the low cost of manpower available in India,
Indian call centers have been able to provide high-quality
call center outsourcing services on a 24x7x365
days basis, at a cost which is more than 50% less
if performed in the U.S or U.K. These reasons have
encouraged more global corporations to outsource
call center services to India, because they can
get access to quality call center outsourcing services
at a cost-effective price.
6. India enjoys the confidence and trust of global organizations
India has been one of the first nations to step into the call center
outsourcing industry. Global organizations have already outsourced
call centers to India and have found India to be an ideal outsourcing
provider. Today, some of the world’s global giants have a base
in India, from where they provide customer support services to their
worldwide customers on a 24x7x365 days basis. These successful call
center outsourcing ventures have encouraged more and more global
organizations to outsource call center services to India and give
their organization a competitive advantage.