There is no doubt to the fact that call centers are considered the foundation of customer service for any growing business. In the twenty-first-century call centers have evolved to offer the best in class professional assistance and solutions to customers across the globe. This trend has taken over many big and emerging companies based in the USA, who use call center outsourcing service from Indian BPO companies. Every business values the principles of cost-cutting and outsourcing is one sure way to save a lot of money on operating costs. The businesses which fail to realize this sooner will have to pay for it in the long run and no business can afford to stay behind in this fiercely competitive industry.
Now you might ask why do multinational companies based in the US look to outsource call center services to BPO companies in India? Well, the answer lies in the major benefits that outsourcing has in store for them. In addition to cost-cutting, a company saves a lot of time as well as money into looking after employee benefits and their infrastructure. The BPO company comes across as a blessing and takes care of all these business complications. Hence, the business relationship between a parent company and a BPO has only strengthened over these years as outsourcing is a win-win situation for both.
How the Indian Call Center Industry is the perfect choice for US Companies
Global US-based companies have always favored outsourcing call center services to India, as compared to the likes of other countries like China, Philippines, Malaysia, and other Asian countries. India has always been considered the ideal outsourcing hub because call centers in India offer a wide variety of advantages that other countries fail to offer. In modern times, having call centers in India has become a trend for several global companies. Although India is fighting a stiff competition with the Philippines, India still has emerged as the top player time and again. The high and rich experience of the Indian call center companies speak out for themselves. As of 2018, there are more than 1.2 million people employed in call centers in India. The employed people are not only educated but most of them fall under the age of 30 years. The best part about the Industry is that with every year there are more people graduating in the country and looking for jobs to meet their expenses. Call centers have hence emerged as major job creators in the cities and hiring is always an ongoing process. Some major BPO companies process more than 100 job applications per day. The Industry looks to grow positively in the coming years and cater to more and more companies in the US, to provide call center solutions for their clients across the globe.
Top 6 benefits of Outsourcing Call Center Services to India
Large and Educated Manpower
India is the second largest country in the world when it comes to population. Every year there are thousands of young graduates, in search of jobs to meet their needs and expenses. Call center jobs are common among such freshers as they pay well compared to other entry-level jobs. In addition to this most BPOs provide attractive leave and incentive policies. India has the largest English-speaking population as compared to other Asian countries. India’s large and well-educated workforce has given India an edge over others and helped it become the BPO hub of the world.
The cost of manpower in India is significantly low compared to that in the US. Hence, American companies have capitalized on this wage difference to save on their operating costs. If an Indian employee can offer the same services with similar quality at a much lower cost, then outsourcing comes across as a fruitful business strategy. Companies also save on the cost of hiring and training of employees and providing the right infrastructure and support for them.
Time Zone Advantage
More and more global US companies have been outsourcing call center services to India due to India’s time zone advantages. Almost all BPO companies work on a 24/7 basis and all employees are entitled to US holidays only. India’s twelve-hour time difference enables businesses to help their customers with 24x7x365 days support. This Time-zone advantage enables US companies to provide round-the-clock customer support for their business and helps them get an edge over their competitors.
Skilled and Experienced Professionals
In India, the BPO industry is more than two decades old. There are professionals who have years of experience in call centers and have successfully honed their skills over the years. The major credit for India’s dominance in the call center sphere goes to its highly skilled and experienced workforce. The employees are expert in handling customer queries and complaints in real-time. Handling frustrated and irate customers requires a great level of understanding and patience.
Indians across the world are known for their level of humility and kindness. Mahatma Gandhi, who is considered as one of the best leaders, helped spread this notion across the world. In the Indian culture, the customer is seen near to god and it is the duty of every business to respect and care for their customers. This helps companies win loyal customers and improves customer retention rates for the business. The Indian culture thus becomes significantly important as the employees have a great level of patience and humility in them and strive to offer the best solution to satisfy a customer.
Support of Indian Government
The Indian government has never failed to disappoint when it comes to outsourcing. It has realized how BPOs across the nations have helped create new jobs and add up to the National GDP of the country. To support this, the government has permitted duty-free exports of capital goods and has promoted tax exemption on the export of ITES. The Indian government has also supported by IT companies by providing software technology parks throughout major and minor cities in India.