Blog-Image

Why India is a preferred outsourcing location for call center?

We all know that countries like India, Ireland, Canada, and the Philippines were the most popular for call centers. For many international organizations India has always been a preferred outsourcing location. There are a wide variety of advantages that India is providing that may be a tough task for other Asian countries to accomplish. Many international organizations are also setting up call centers in India, because India has a large qualified workforce and can also provide cost-effective call center outsourcing services.

Following are few reasons why international organizations prefers India for outsourcing:

1. Educated and great number of professionals: As we all know man-power has never been an issue for India. India’s large and well-educated workforce has been one of India’s main advantages over other countries. Very surprisingly very few people in India knows that after USA India has the largest English Speaking population in this world. We can proudly say this that India has largest well-educated workforce and will continue to have this.

2. Time-Zone: If we pay deep attention to the India’s time-zone, we can see that India has 12 hours of difference which enables global organizations to provide 24*7*356 days’ services to their customers. By taking advantage of time-zone many companies in USA and UK are able to provide round-the-clock customer support with excellent skillful call centre representatives.

3. Effective cost: In India Man-power costs lower in than many countries and that plays a major role. When it outsources the call center, the company only pays for the time employees spend on the phone. 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 50% less than in the U.S or U.K.

There are many more points that be considered but above three can be treated as the key points which a global organization always look for. Above three criteria can be fulfilled easily by choosing India as the outsourcing location.

arlington-research-kN_kViDchA0-unsplash-1024x336

Do you know when did the Call Center start in India?

Call center when we hear or say this word what comes in our mind “High package, usually night shift, interacting with international customers by solving their queries by becoming as ‘Customer Service Representative” or by working as “Sales representative” by selling products. Let us see when & how the call center started in India, also I will share my experience in this field.

CALL CENTER IN INDIA

In India the call center life started in early 90’s when the business was outsourced by US, UK & Australian companies as it benefited them with low labor costs, and large English-speaking population and people were ready to work for 24/7. If we do a over-all study of call center will come to know in India Call center workers are largely under the age of thirty, unmarried, and college-educated, regardless of gender and they find themselves convenient by working for different time zones like US, UK, and Australia and they find it easiest and fastest mode to become financially stable as call-center were the highest payer in the industry.

EVOLUTION OF CALL CENTER

Initially when call center started the main focus was selling the products and handling customer queries over the phone. If we see recently, the call-center has now been termed as “Contact center” as people have started multi-tasking, apart from helping customers over the phone they have also started servicing customers through “Chat, E-mail, Video Conferencing” keeping the customers happy & with quick resolution. As we use advance high-end technology, it not only attract the customers but also increases the reputation of the company in the market.

PERSONAL EXPERIENCE

After completing graduation was looking out for a job with good package and got a chance to work with my 1st international BPO (call center) which was for selling products to US customers. I can re-collect the day when went on floor for 1st day of taking call was much tensed and was shivering. As time passed was promoted and transferred in a different team which was a verification team who used to listen the calls done by agent & provide them with the feed-back. The 2nd call center in which I had worked was for a banking process where I use to handle customers banking queries. As per my performance also got an opportunity to travel to Manila to give training and set-up process and handle a team.

SCOPE FOR YOUNGSTERS

As we know call center is a place where anyone can earn handsome amount to full-fill their dreams. In present day many youngsters who have good technical knowledge or are expert in any field and wishes to make a career in call center industry they get higher easily on their ability and as per performance they get promoted and grow in the company within a short span of time.

In this blog I have tried to highlight my thoughts and some points about the life in call center.