India continues to lead the call center outsourcing market, a report says. The current market landscape carries the attributes of economy of scale, business risk mitigation, cost advantage, utilization improvement and superior competency, which are indispensable for call centers to thrive in India. Though Australia, China, Philippines and Ireland threaten to poach some outsourcing activities, but the availability of features like cheap labour costs and huge pool of skilled, English-speaking professionals still provide impetus to India to witness further expansion in offshore call center outsourcing landscape.
A study conducted by NASSCOM has also revealed that improved service delivery capability, round-the-clock operation, unique geographic location and above all investor amiable tax structure help Indian outsourcing industry continue to grow at an annual growth rate of 50%.
As far as services are concerned, call centers in India cover various noncore activities of companies that may hinder their future growth. On agreeing to deal with these noncore functions without making compromises on service quality, call centers help their clients to streamline business operations, improve customer experience and reduce operational costs while focusing on their revenue-generating functions. Indian call center outsourcing firms are capable of a wide array of services, such as, customer support, technical support, telemarketing, insurance processing, data processing, bookkeeping and web-based research.
If reports are to be believed, the outsourcing sector in India is estimated to have reached a 54% growth in revenue. In addition, this sector contributes significantly in country’s employment generation, helping especially the Indian educated youth to engage in earning soon after completing their studies. It wouldn’t wrong to say that Indian outsourcing market is set to see further expansion in times to come with the current landscape shows the country captures 56% of the world's business process outsourcing.