The market of call center in India continues to grow because of escalating domestic demand for customer care, increasing drive towards self-service and emphasizing on improving quality of customer experience. It is interesting to note that the resurgence of telecom and banking sectors in the region has majorly contributed in the escalation of call center outsourcing market. However, the growth trend is sustained, which is an attempt to improve customer experience rather than a mere cost cutting measure.
If reports are to be believed, banks, telecom, travel and hospitality as well as public sectors are prime verticals that provide impetus to the growth of call center in India. While expenditure required for operating large call center outsourcing companies grow strongly, mid-sized contact centers gradually yet relentlessly escalate their spending, thus contributing over 45% of the total market expenditure on BPO.
Transformation in Call Center Outsourcing Market in India
As most enterprises are focusing on improving their return on investments, there is a growing need to transform the call center from a traditional platform rendering transactional customer service to a strategic platform that can deliver customer insight and profits. Since the enterprise uses the call center to interact with customers directly, call centers are speedily turning into the main source of customer analytics. There is a revelation that adoption of better customer insight has helped BPO companies in India to improve their service delivery capability and garner opportunities to upsell.
In a nutshell, the call center market in India has witnessed good growth soon after the resurgence of telecom and banking sectors.