In the face of extreme competition, organizations around the world are outsourcing their non-core work so that they can concentrate on their core competencies. According to Deloitte's 'Global outsourcing and insourcing survey 2014', around 84% of respondents have shown interest in outsourcing their non-core work to offshore locations. Call center operations is one of the vital divisions of any organization, whether it is in-house or outsourced, call center operations has evolved as one of the critical business strategy components for enterprises across the globe.
India has established a huge reputation in providing outsourcing services. It was in the late 90s that few of the U.S companies began to outsource their non-core work to India and soon realized the benefits. Even India was up to the challenge and helped many organizations to realize the advantages of outsourcing their call center operations and act as a tactical advantage to organizations across the globe. Below mentioned are few of the key reasons to outsource call center operations to India.
By outsourcing your call center services; it helps you to cut down a major chunk of operating costs. Setting up call center services in-house requires considerable investments in infrastructure, facilities, equipments, staff, overheads etc. Industry experts believe that outsourcing call center operations to an external location will bring down operating costs as much as 50% where the costs can be spread out across many vendors who will work on flexible pricing options.
When you have your business operations and customers outside of your time zone, it makes sense to outsource your call center operations. With 12-hr time difference India is an ideal call center outsourcing destination to provide after hour support for many European and North American businesses. Providing round the clock call center service in-house will not be a realistic option for many businesses. By outsourcing your call center services to India your business can provide 24/7 services to your customers across the globe.
Indian universities have a high reputation of churning out highly educated workforce year on year. India produces close to 2 million English speaking graduates and close to 75,000 IT graduates a year. This holds a great advantage for call center operations which require high quality workforce who are well versed with English language. Even German, Spanish and French language is becoming more popular in India where many students pick them as their second or third language. The presence of large workforce works in favor of many IT outsourcing companies to provide scalable services as and when needed.
According to Deloitte's report, India continues to be the primary destination for offshoring multi-location sourcing strategy. India as a call center outsourcing destination has provided high quality services for close to 20 years and only they can boast of such experience in the domain. Not only India provides quality call center services but also more complex analytical services in the form of research, engineering and product development as well. It is this holistic approach towards outsourcing services that has made India as one of the top destinations for call center outsourcing services.
Favorable government policies have ensured India is in the midst of a digital wave. The 'Digital India' initiative from the Government of India hopes to connect the length and breadth of the country with robust IT infrastructure which helps the entire country to be connected with the rest of the world. As per GSMA, the global business impact of connected life could be close to $4.3 trillion by 2020. In fact, this will help many tier II and tier III locations to provide outsourcing services at lower rates than tier I locations.
According to Tholons '2015 top 100 outsourcing destinations report', as much as 6 Indian cities are in top 10 outsourcing destinations. Bangalore topped the list, whereas Mumbai, Delhi, Chennai, Hyderabad and Pune all came behind Manila in the second spot in their respective order. All these major cities have a well laid out IT infrastructure and they are not behind any of their western counterparts with regards to quality of services. All of this bodes well for companies looking to outsource their call center operations to India.
In today's time establishing a call center services in-house can be an expensive effort. Instead you can outsource your call center operations to an offshore location like India which has many advantages as mentioned above. With outsourcing being one of the core components of business strategies across the globe, India offers itself as an excellent choice of destination for outsourcing your call center services and helps you to stay competitive in this market.
Invensis, a pioneer in providing IT-BPO services with more than 20 years of experience offers you unprecedented and high quality call center services. Invensis provides call center services such as sales and customer acquisition; technical support / helpdesk services; multi-channel support; customer care; debt collection and more. By partnering with us, you can leverage the benefits of our state-of-the-art customer engagement contact center solution, without having to invest in the technology in-house.
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