India - Strategic Outsourcing Hub

Almost a decade ago, cost reduction became focus for some companies looking for short-term solutions from outsourcing services and received equal benefits. Now, it has become a do or die situation and outsourcing services are no longer about just cost savings but for the growth strategy and essential revenue for most of the organizations.

India is still the leading nation in providing bpo services to western countries like the US and the UK. The basic question for any company is that why should they outsource to India. One of the biggest advantages that India has is that for well over a half century it has been a stable secular democracy. Today’s India has the best of the educational institutions and infrastructure in place that makes it comparable to every developed first world economy.

Advantages:

The economic scenario

· The personnel advantage

· Cost effectiveness

· The Location advantage

Various Services offered by Indian BPO’s:

Back Office Processing – One of the specialized services offered by Indian call centers is the back office processing services. It can be in form of raw data and scanned documents sent to bpo service providers in India, which carries out data entry and reconciliation. The client gets continuous access to its data through high-speed data links between themselves and vendors. Various service categories like administration, finance, HR and payment services require Back office Processing outsourcing services.

Call Centers – Call centers provide the backbone for many other services given their infrastructure and manpower requirements multitude of services spanning transaction processing to data mining. Call centers in India are equipped with adequate telecom infrastructure, trained consultants and access to requisite database, internet and other online data infrastructure to provide enough information to international customers 24 hours a day, seven days a week. The call center support can be any form from customer service, technical, selling or information sharing.

Other Services:

· Medical Transcription

· Digital content development

· Geographic information services

Outsourcing BPO services to India offers benefits not only in terms of cost reduction, but also in terms of increased productivity and quality. Companies along with their customers benefit since they can access some of the best talent and expertise at lower rates.

India is a head of competitors such as China, Philippines, Ireland and Australia etc. The Indian call centers have unique capabilities and to set measure and monitor quality targets.

India is leading all the way in terms of outsourcing. The minimum qualification required for anybody to join call centers here is graduation in any field. The manpower is motivated enough to perform tasks to higher standards and professionalism is maintained throughout the operational hierarchy. The Indian BPO services have time again proved that the industry standards followed are the best in the world when it comes to effective customer service. The management is highly capable of turn things around and always strives for perfection.

Description: BPO is one of today’s key management tools. Companies across the globe have realized the importance of outsourcing their non-core functions whether to reduce cost or support expansion. India continues to be a preferred destination for outsourcing globally.

Call Center - Delivering Delightful Customer Centric Operations

The vacuum created by capitalist economy, international trade, and globalization continuously pressurizes the corporate companies toward providing good pre/post sales support to its valuable clients. Almost every business entity functioning in IT, retail banking, insurance, travel/hospitality, automobiles, telecom, pharmacy, finance, accounts and HR is heavily dependent on good contact center for catering to the requirements of its customers. The retrospective responses developed by the companies for filling this vacuum is the new age call centers.

Call centers, as all know, functions as technically specialized contact center for receiving and transmitting the requests made by customers. The technologically advanced units are responsible for furnishing product support or handling information inquiries to the core customers.

Initially, call centers traced their history in operator services, reservation lines, but the emergence of IT technology and growing customer demand has completely transformed this field into a multimillion-dollar industry. In the last 15-20 years, the BPO industry has witnessed a lot of growth in terms of technology and working culture. The outsourcing boom can be the appropriate word to explain this particular phenomenon. It is evident that major players in this arena are countries like India, Germany, Canada and U.K…all of which are just 8 to 10 years old.

The dynamics of the call center industry can be divided into two prominent categories. The first is inbound support and the second being outbound support. In an inbound call center, the customer directly calls the trained executives for getting the information, registering complaints, whereas in an outbound call center executives directly call up the key accounts for marketing, documentation, query resolution or collections.

Many overseas bpo companies have outsourced the call center operations to India so that they can focus on other hardcore operations. The geographical shift has generated huge working opportunities for English speaking graduates of the country. The revenue of the Indian call center industry alone is estimated to be at 10.9 billion US Dollars.

The future of the BPO industry is quite bright with good perks, reimbursements and pay packages for its employees. It is also a boon for the minimum qualified candidates, thus, offering good platform and employment opportunities.
No doubt, in a very short period of time, the call centers have did an astonishing job in establishing a good platform for the upcoming entrepreneurs.