Summary – Cost optimization, process improvements, and increased profitability are key themes behind setting up Business Process Outsourcing Call Center operations. Labour arbitrage is what brands look for while setting up such an operation. Based on this parameter, Call Center Outsourcing to India has emerged as a preferred theme.
When we think about businesses, optimization and profitability come across as two key drivers. One phenomenon which enables both these fundamental guiding forces is business process outsourcing. Business Process Outsourcing Call Center or `Call Center’, as it is more commonly known, is the physical infrastructure that drives this change. In today’s world, we have an increased prevalence of Technical Customer Service Outsourcing. As the name suggests, this is the infrastructure where a customer can call in and can get their technical queries resolved. Technical support call centers are manned by an executive team comprising field engineers who are adept at offering assistance by using a telephone. The customer gets the same quality of service that s/he will get if a technician pays him/her a personal visit. We will look into this work in detail in this blog post.
As discussed cost optimization and profitability are the fundamental reason behind outsourcing any business process. Prevalent skilled workforce wages play an important role in final decision-making. This labor cost arbitrage, whereby you get the same quality of output by paying a lesser salary, saw the emergence of India as a favorite outsourcing destination during the nineties. Many renowned international brands did call center outsourcing to India. The gulf between the price of the dollar and the local Indian currency called the Rupee has been increasing. Hence historically finding qualified engineers to man business process outsourcing call center and paying them low dollar salaries have proven to be quite a successful strategy for the businesses world over.
Call center outsourcing to India has some clear and distinct advantages. First and foremost is the availability of the talent pool. Even though India as a country is still regarded as a developing nation, the country now boasts of having the fourth-largest economy in the world. There is a strong presence of middle-class families characterized by strong emphasis and spending on higher education. As a result today India produces the highest number of technical graduates in the world. Of course, it is also a function of the population as India is the second most populous country in the world and in just a decade from now, will overtake China in this regard and would acquire a numero uno position. Not only this has ensured the availability of a large technical talent pool but also the spectrum and range of skills available is far and wide. From simple technical tasks like offering assistance remotely while you set up your home Air Conditioner to offering data-driven consulting for your research project of national importance, these Business Process Outsourcing Call Centers can cover the entire gamut.
For any global internet-facing consumer brand, India is a favored destination when it comes to setting up Technical Support Call Centers. Apart from having the largest skilled manpower base available at low salary bandwidth, today the country’s infrastructure has improved significantly. Gone are the days when Call Center Outsourcing to India warranted setting up cumbersome EPABX systems for multi-telephone switchboard operations. Today the country is having one of the fastest and cheapest internet infrastructures in the world. Your brand can immediately set up VoIP communication channels for Technical Customer Service Outsourcing. The rate of data transfer is almost instantaneous, giving your clients an experience of real-time engagement.
Post World War II, corporations around the world started to look into outsourcing their non-core business functions to third-party service providers. Let us take a minute to understand the difference between the core and non-core functions of a business. Let us assume that there is an internationally reputed manufacturer of Air Conditioners. The Core job of the enterprise is to manufacture good quality Air Conditioners which full fills are the desired check boxes for the customer. However, once the Air Conditioner has been bought, even though the customer expects the enterprise to install the AC, installation is not the core reason as to why the enterprise exists in the first place. Hence they outsource this part of the job to a third party. After the AC has been installed successfully and the customer still feels the need to call up the brand for some mundane or complex enquiry, the call will land up at the Technical Support Call Centers of the brand.
As mentioned above Technical Customer Services Outsourcing emerged just after World War II. Till the eighties American corporations, on an average, had 20 percent of their business functions outsourced. Today this figure stands at close to 60 percent. In today’s age, as a business, you are expected to be available at your customer’s disposal, no matter what time or channel they choose to contact you. Therefore an Omni channel Inbound Call Center is an integral part of your business. However, maintaining an in-house Inbound Call Center poses many challenges. The cost of recruiting specialized staff, training, office space, and infrastructure maintenance are just some of the significant ones.
A good alternative is to collaborate with an experienced and professional 24×7 Inbound Call Center Services and Business Process Outsourcing Call Center Services provider that acts as your representative and takes care of all your necessary functions and customer issues for you. So, even when your business is closed, your work is getting done and customer issues don’t pile up, leaving little scope for any complaint or unnecessary escalations.
With over 18 years of experience in providing high-quality Inbound Call Center and BPO services, LiveSalesman is a renowned name among business process outsourcing companies. The company works with its clients as partners, not third-party vendors. They don’t believe in just ‘answering’ queries and going home. They adopt a consultative approach to make the brand’s customer service and operational processes much more streamlined and efficient. LiveSalesman incorporates and implements strategic solutions that help the brand plug the loopholes in its processes and reduce costs while enhancing customer experience and driving higher revenue.
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