Saturday, April 9, 2011

>Quality and Quantity: The Call Centers of India

>India has always been the preferred outsourcing
location for most global organizations. This is
because call centers in India offers a wide variety of
advantages that other countries normally do not offer.

Currently, 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 giving
cost-effective services and consumer-oriented call
centers.

There are several international organizations that are
also setting up call centers in India due to the large
number or qualified workforce and cost-effective call
center outsourcing services.

The Workforce and Specialized Outsourcing Services

Probably one of the reasons why many organizations
choose India as an outsourcing location is the
workforce. The call centers in India contain a large
number of competent, trained, IT literate, experienced
and skilled professionals. Additionally, India also
has the largest English-speaking population after the
United States.

The large and well-educated workforce in India has
also been one of the main advantages India has over
other countries. The increasing number of college
graduates and successful training industries help
India in continuing with the production of
well-educated and tech-savvy workforce. All these
factors ensure that India’s resources will keep on
increasing year after year.

The large manpower India has is also willing to work
for a lesser price. Normally in a call center
operation, the manpower accounts for 55 to 60 percent
of the total cost. However in India, the manpower is
available at a fraction of the cost overseas.

The initial investment in training and infrastructure
is expensive making a person believe that the promise
of reducing the cost is false. However, the fact that
several global giants still set up call centers in
India is proof enough.

Aside from the workforce, current call centers in
India also have experience in offering a variety of
call center outsourcing services, including outbound
telemarketing services, CATI services, inbound call
center services, technical helpdesk services, email
support services, chat support services and disaster
recovery services amongst others.

They can also provide a host of IT-enabled services,
such as: helpdesk services, transaction processing
services, accounting services, remote network
management and end-to-end processing.

Expert product solutions, like risk modeling,
actuarial services, underwriting variation analysis,
and data mining are also available.

It is evident that call centers in India have
state-of-the-art technology, people, resources,
operational expertise and processes all utilized to
provide specialized outsourcing services.

Time Zone Advantages and Cost-effective Call Center
Services

Another reason why several global organizations
outsource call centers to India is because of its time
zone advantages. The twelve hour time difference in
India enables organizations worldwide to provide
customers with 24/7/365 days services. By taking
advantage of the time difference in India, companies
in the United States are able to ensure that their
customers receive round-the-clock customer support.

An important factor in outsourcing call centers is the
cost-effectiveness. Call centers in India offer
cost-effect services for customer support without
compromising the quality. With the low cost of
manpower available, call centers in the country have
been able to provide high-quality services at a cost
which is more than 50% less if performed in the United
Kingdom or United States. These reasons have
encouraged several companies around the globe to
outsource call centers in India since they can access
quality services at reasonable prices.

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