How India has Shaped the Call Center Industry

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Advent of the Call Center Industry in India

The call center industry has seen a steep escalation in terms of growth in the recent few years. While the industry first made its advent in India in the early twentieth century, its expansion has been more prominent than ever in the last decade. India has achieved the status of one of most preferred destinations for organizations looking to outsource their call center services.

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What makes India the Most Preferred Outsourcing Destination?

Multinational corporations and industries look to outsource their call center operations to India for a multitude of reasons – including, but not limited to, an efficient and able workforce that comprises of quality human resource, utilisation of the latest tools in the technological domain and effective support provision function.

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Growth of the Call Center Industry in India

Owing to the quality of services offered by call centers in India , the industry has experienced a growth of 38 percent in the last 10 years. Moreover, services amounting up to approximately $7.2 billion were provided by Indian call centers in the fiscal year of 2006.

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Workforce in Indian call centers

The agents and executives in Indian call centers constitute 40 percent of the one million people employed globally in the industry.

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Revenue Generated by Indian Call Centers

While India’s contribution to the overall revenue generated by the call center and Business Process Outsourcing industry amounts to merely five to six percent, its contribution to the offshore revenue generation is a whopping 63 percent, making it one of the most highly regarded call center outsourcing destinations.

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Where India Stands in Comparison to Other Asian Nations

The effectiveness of services offered by Indian call centers has enabled the country to surpass some of the other Asian contenders, including China and Malaysia.

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Adeptness of Workforce in Indian Call Centers

The talent pool employed by call centers in India is qualified, adept, skilful, and able to handle large numbers of calls with ease and efficiency. They also possess remarkable communication skills and have an excellent command over the English language.

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Achievement of Maximum Levels of Customer Satisfaction

One of the reasons why Indian call centers are reputed internationally is because of the degree of eloquence with which they interact with and service customers. Every organization strives to achieve maximum levels of customer satisfaction.

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Adaptability of Indian Call Center Agents to Global Trends

The Indian workforce is professional, proficient and technologically adept. Additionally, they are adaptable to global trends and are knowledgeable and well informed about the products being sold. This goes a long way in enhancing customer experience.

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Role of the Indian Government in the Growth of the Call Center Industry

The Indian government has played a significant role in the growth and expansion of the call center industry. It has provided a smooth import of goods and a well developed infrastructure with regards to transport, communication systems and broadband computing. Moreover, billions of dollars have been invested by the government of India to allow better service provision.

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Types of Services Provided by Indian Call Centers

Services of a call center India offers cater to the needs and requirements of the customers on inbound and outbound fronts. Inbound services include help desk, technical troubleshooting and inbound sales, while outbound services include telemarketing, market research and survey, appointment scheduling and lead generation.

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Industries that Outsource their Operations to India

The organizations and corporations that look to outsource their call center operations to India belong to several industries. Some of them include information technology, manufacturing, telecommunication service providers and customer support.

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The Advantage of Risk-Sharing

Outsourcing certain tasks also benefits organizations by risk-sharing. By transferring part of their operations, organizations can also shift certain accountability to the external vendor; thereby allowing oneself to concentrate on other important core business activities. This also assists in a better management of risk mitigating factors.

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Significance of Quality Service and Support Provision

The quality of service provision offered by organizations determines their success and earns them an impressive reputation in the international commercial sector. Providing services that effectively satisfy the needs of the customers helps organizations generate more business revenue and broaden profit margins.

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1-800-212-2022

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