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Go4customer Blog

What to Expect When Outsourcing BPO Call Center Services in India?

Posted by Neha Dubey
OutsourcingBPOServicesinIndia

BPO services are becoming a crucial part of all businesses. After all, the business world is changing at a breakneck pace. Maintaining a competitive advantage in times of rapid change and transformation is indispensable. It necessitates businesses not only to be quick-witted and prompt on their core competencies but also they need to be able to innovate and flex with market demands. 

 

In this post, we shall share why you need the right call center in India and what you shall expect from the right Call Center Outsourcing Vendor.

 

Are you ready to explore?

BPO-Services- The Game Changer for businesses 

Technology integrated BPO services are trending among businesses. When a business plans to expand, they must also increase their capacity. One of the unforeseen effects of innovation and growth is capacity constraints. Most businesses decide to outsource BPO call center services at this crucial stage. However, it is vital for businesses to opt for the right BPO service provider as there are many in the market already claiming to be the best.

The right business process outsourcing partner can turn out to be a game-changer for your business. It will help you alleviate growing pains while ensuring consistent customer service quality.

Before coming to the topic, we would like to shed some light on the definition of Call center services.

What Is Call Center Outsourcing?

Business process outsourcing (BPO) refers to the practice of contracting with another company to perform specific tasks or responsibilities, which can be front-office or back-office functions. Call center outsourcing falls under the front-office category of BPO because it is a customer-facing function, whereas back-office refers to non-customer-facing procedures.

Summing up, an outsourced call center is a third-party vendor hired to manage customer service and call center operations. There are myriads of types of call centers in India. Different types of outsourced BPO call center services include:

  1. Offshore Call Centers
  2. Onshore Call Centers

Offshore Call Centers: When a call center operation is located in a faraway country or region, such as the Middle East, Africa, or Eastern Europe, it is referred to as an offshore BPO call center.

Onshore Call Centers: When a third-party call center site is located in the same nation, such as India, this is referred to as an onshore call center or domestic outsourcing.

Besides these, there are nearshore call centers (the ones that are relatively closer to the customer than offshore). 

 

Why do you need to outsource call centers in India?

The business process outsourcing (BPO) industry is rapidly expanding. The global Business Process Outsourcing industry is estimated to be worth 120–150 billion dollars, with offshore BPO accounting for approximately US$11.4 billion. Thus, India has a 5–6% share of the total Industry but a commanding 63 percent share of the offshore component.

At the moment, India remains the world's leading outsourcing center. Hiring the right BPO call center will significantly impact your business. Not only will you save astronomical amounts on overhead costs, but you will also be able to improve the process's performance. Increased collections, improved customer ratings of help desk and customer service departments are a few examples.

 

What to Expect When Outsourcing Call Center Services in India?

Outsourcing the right call center is indispensable. It is a process that necessitates both careful planning and due diligence. There are so many Call centers in India that choosing the one that fits your needs becomes a task. The risks are high, and choosing the wrong vendor will increase your chances of failure.

Of course, each third-party vendor will offer different solutions; there are still a few expectations you should have while you choose a call center vendor for your business. Here are those expectations that you can have from your outsourcing partner:

1. Must be able to keep contractual commitments. 

Too many call centers in India oversell their clients and then fail. A good vendor will not overpromise and will consistently deliver the best quality services. Make sure to see whether the BPO outsourcer will be able to keep his promises or not. 

2. Clear Communication. 

Clear communication is indispensable when it comes to having greater success with BPO service providers. As a result, it is critical that your vendor communicates openly and clearly while also understanding your organization's goals, expectations, culture, and challenges.

3. Best-in-class team. 

The project management team and process used by your call center service provider must be excellent. Remember that if the team and onboarding are not appropriate, your whole project will fail, and you'll end up wasting your money. 

4. Adaptability. 

Adaptability and flexibility are critical characteristics of a good BPO call center company. Your vendor must be adaptable and proactive while keeping hold of their processes.

5. Approach centered on people. 

This is one of the most important aspects that you must not overlook. Your vendor must be people-oriented in order to provide the best experience possible for everyone, including your customers and clients. 

6. Strong command of the English Language. 

English is the primary language spoken in almost all Indian call centers. Check to see if your vendor has a good customers’ service team with a strong command of the English language and an understanding of communication protocols and cadence. 

7. Should resonate with your mission and values. 

Your BPO call center outsourcer should understand and represent your brand values by providing a customer experience consistent with your mission and vision. 

8. Quality and Compliance. 

The quality and compliance systems of the service provider must ensure that call quality scores meet or exceed your expectations. They must have set processes for training, coaching, and employee development. And all your compliance standards are strictly followed.

9. Data Security. 

Your data is the most important aspect of your company. As a result, your vendor must ensure complete data security by investing heavily in site and data security, backup systems, and compliance standards. Never hire a vendor who cuts corners, as this could lead to data theft or fraud.

10. Employs Advanced Technology. 

Choose a vendor who employs cutting-edge technology and best-in-class practices. It will ensure that you have the right strategic partnerships in place to help your business grow.

11. Timely Reporting. 

Finally, you should expect your vendor to provide performance reporting and metrics. In addition to Key performance indicators reporting, your vendor must provide intelligent and actionable data. Ensure that your vendor provides you with tactical and strategic insights, as well as recommendations on transitions and improvement methods, if necessary.

So these are the things that you should expect from your call center outsourcer. If a BPO call center fails to provide you with the services as mentioned above, it's a red flag. Know that there are numerous service providers, and you don't have to finalize the first one that you come across. Keep looking for a call center service that suits your needs perfectly. The process may take some time, but getting the right call center in India is imperative.

 

Evolution of BPO Industry in India 

The BPO industry in India is growing rapidly as the advantages offered by the country like the talented pool of professionals and cost-effective services were well known and tested in IT outsourcing. Another reason the BPO industry in India is gaining momentum and popularity is the scalability it offers, cost-effectiveness, business risk mitigation, superior competency, and agility. 

Several industries have used Business Process Outsourcing for nearly two decades, including Insurance, Retail, Banking, Finance, Mortgage, and Healthcare. India is also favored by demographics with most of its population under thirty years old. 

Many Indian companies have already standardized their internal processes and practices to international standards such as ISO, Six Sigma, etc., which has helped establish India as a credible outsourcing destination. Many companies in India have already standardized their internal processes and practices to international standards.

Unlike before, today BPO services are technology-integrated and are expanding their horizon every year. Analytics as a service provided by BPOs allowed them to provide actionable intelligence to their clients, which allowed them to achieve key business objectives like reducing time-to-market and increasing revenue.

 

The Bottom Line

Outsourcing a vendor is one of the best decisions you will ever make. Not only will it allow you to have a competitive edge over your rivals, but it also will help you have happy customers and improved bottom lines. Make sure you choose the right BPO call center service provider that fits in your requirements perfectly.

Go4Customer is one of the most reliable and trustworthy Call Centers in India. Outsourcing BPO services from us will truly be a game changer for your business. We have technology integrated BPO services that ensure incredible customer experience. So, wait no more and contact our experts at sales@Go4customer.com

 


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