Call Centers in India
Having a call center in India is the norm for several global companies today. In order to meet the growing international demand for cost-effective, customer-oriented call centers, many organizations worldwide are outsourcing these services by setting up call centers in India . But what makes call centers in India such an attractive option? The country has intrinsic strengths which make it a major success as an outsource destination for call center work:
- A booming IT industry, with IT strengths recognized all over the world
- The largest English-speaking population after the USA
- A vast workforce of educated, English-speaking, tech-savvy personnel: A boon in a high-growth industry faced with a shortage of skilled workers
- Cost-effective manpower: In a call center operation, manpower typically accounts for 55 to 60 percent of the total cost. In India , manpower is available at a fraction of the cost overseas. However, some people get deterred by the fact that cost savings are not seen immediately. Initial investment in infrastructure and training can be expensive and make one believe that the promise of cost reduction is false. However, there will be savings and the fact that several global giants continue to set up call centers in India is proof of this.
- The Government of India has recognized the potential of IT-enabled services and has taken positive steps by providing numerous incentives.
- The presence of most international technology vendors and solutions would enable creation of most advanced set-ups in this technology- intensive segment.
One company in India proposes to harness the high-quality technical support available here by hiring 300 Ph.D.'s to provide very high-end consulting through videoconferencing/telephone. Given these advantages, India could build a $17 billion industry by 2008 according to the NASSCOM McKinsey Report.
How large is the call center industry in India ?
India's call center industry accounts for a quarter of all software and services exports from the country, according to industry association Nasscom, and Indian call centers employ 160,000 professionals. Daimler-Chrysler, British Telecom, Barclays Bank, HSBC, Honeywell, Aventis, and several others have come to India while the old timers of GE, British Airways, Citigroup, Amex, and others have been around for a decade.
IT-Enabled Services Include:
- Helpdesk Services and remote troubleshooting of IT-related queries from clients in the US
- Transaction Processing
- Accounting Services
- Call Centers
- Remote Network Management
- Service Bureau and Entrepreneur Systems
- End-to-end Processing Services with linkage to the parent company. The entire processing would be carried out in the facility in India , with a cost quality and service advantage to the parent organization
Product Specific Solutions Include:
- Risk Modeling
- Data Mining
- Actuarial Services
- Underwriting Variation Analysis Analytic
Business Solutions
GE Capital India Business Solutions focuses on three areas:
- Global business platforms
- IT-enabled services
- Product-specific solutions
GE's state-of-the art Decision Science Center in Bangalore will develop predictive tools and models for all aspects of customer management.
Find out more about customer support services in India
Call Centers: Catalysts for Corporate Change- learn more about the growing call center industry in India.
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