Leading Call Center Companies in India

Ever since the beginning of the IT age, India has unquestionably enjoyed a distinct position in the world. The country has always been regarded as a land of immense potential and opportunities. As the IT and ITES industry expanded globally, India became the global hub of outsourcing with several call center companies providing services and establishing their presence within its boundaries. At present, the IT and ITES outsourcing industry in India employs more than 3 million people, generating over USD 143 billion in revenue, which is far higher than that of other major outsourcing destinations.

Companies providing call center services in India mainly cater to multinational companies, to proficiently perform, handle, manage, and monitor their diverse customer care functions. There are plenty of factors that coherently support or validate the decision of multinational organizations to choose India as their call center outsourcing destination. First and foremost, the country offers cost-efficient solutions to diverse business needs. Apart from this, India is also the land of a highly knowledgeable, proficiently-trained workforce that can ensure favorable business outcomes. Not only this, the advancements in the field of technologies, in conjunction with their acceptance by call centers in India, have also helped the country immensely in attracting many globally renowned business firms. 

Further, the fusion of technology and globalization has given rise to new business avenues that boast a sea of opportunities for call centers in the country. Unquestionably, call center companies in India adeptly meet client expectations and requirements and have been able to delight their clients extensively. Some call centers in the country have successfully been able to carve a niche in the international outsourcing market.

Also Check: In-Demand BPO Companies in Noida

List of Top 10 Call Center Companies in India:

1. Go4customer

It is the pioneer in the field of BPO services and offers best-in-class inbound, outbound, and web-enabled services.  With the strength of more than 1,500 adeptly-trained, highly proficient professionals, the company is one of the top call center outsourcing companies in India.

2. Genpact

 It is a leader in digitally-powered BPO and BPM solutions that offers outsourcing solutions to plenty of businesses, including some Fortune Global 500 and other strategic clients.  With an employee strength of more than 70,000 and a presence in 25 countries, Genpact ranks among the leading call centers or BPO firms.

3. TCS BPO

It is a trusted consulting firm that offers a wide range of IT outsourcing solutions as well as call center-specific services to its diverse range of clients. It is a part of the Tata group and has more than 3,53,000 professionals in 45 countries.

4. Infosys BPM

Infosys BPM is a leader in technology, consulting, and outsourcing services that offer highly immaculate solutions to businesses in more than 50 countries to help them outrival their competitors. Infosys BPM employs over 56,000 professionals across various roles and locations globally. 

5. Tech Mahindra

It is a leading service provider that offers cost-effective BPO solutions to businesses. The company has expert professionals who have operational excellence, process skills, and domain expertise to offer highly proficient customer services. As of now, the company has approximately 69,684 employees across multiple countries, including significant numbers in India, the USA, and several nations in Europe and Asia.

6. Concentrix 

Concentrix Corporation is a prominent global provider of customer experience (CX) solutions and technology, headquartered in Newark, California. As of November 30, 2023, the company employs approximately 440,000 people, marking a significant increase of 125,000 employees (or about 39.7%) compared to the previous year

7. Firstsource Solutions

It is a trusted service provider of customized BPM services to healthcare, telecom & media, and banking & financial industries. The company’s clients include Fortune 500 as well as 50 companies. The company has a significant global footprint, with approximately 19,202 employees across locations in the US, UK, India, Mexico, Australia, and the Philippines.

8. WNS Global Services

It is a renowned business process management company that offers services by combining operational excellence and expertise in industry verticals.  As of Sep 1, 2024, the company already had more than 46,000 professionals across 40 offices worldwide.

9. Wipro BPO

It is a prominent consulting, IT, and business process services company that delivers an immaculate solution to a diverse range of clients. It is a globally recognized company that has more than 160,000 dedicated professionals who serve clients across 6 continents.

10. DialDesk

DialDesk is a cloud-based contact center solution company that primarily provides customer service management tools. It was established in 2008, offering services like CRM, cloud telephony, and AI-enabled technology, with 24/7 human support. The company employs between 250 to 999 employees across various roles, including management and operations.

As the prime function of any call center company is to perform, handle, manage, and monitor customer care functions with utmost proficiency, businesses must collaborate with proficient, leading call center companies so that they can strengthen their bonds with customers.

Read More: List of Top BPO Companies in India

Furthermore, with AI technologies proliferating the call center markets of the country, the operational efficiency of providing telephonic assistance can revise their traditional models, to incorporate more sophisticated and newer tools like an emotionally intelligent chatbot to escalate customer satisfaction levels. 

FAQs:

2. How to start a call center company in India?

Starting a call center company in India involves several key steps:

• Research the Market: Understand the demand for call center services and identify your target clientele.

• Business Plan: Create a detailed business plan outlining your services, market strategy, financial projections, and operational plan.

• Legal Requirements: Register your business and obtain the necessary licenses. This may include GST registration and compliance with local labor laws.

• Location and Infrastructure: Choose a suitable location and set up the necessary infrastructure, including technology and equipment.

• Recruitment: Hire skilled staff, including call center agents, managers, and support staff. Provide training to ensure quality service.

• Technology Setup: Invest in call center software, CRM systems, and communication tools to facilitate efficient operations.

• Marketing: Promote your services through various channels to attract clients.

• Quality Assurance: Implement quality control measures to maintain high service standards and gather client feedback for continuous improvement.

3. What are the benefits of outsourcing call center services to India?

Outsourcing call center services to India offers several benefits, including:

1. Cost Efficiency: India provides significant savings on labor costs compared to Western countries, allowing companies to reduce operational expenses.

2. Skilled Workforce: India has a large pool of educated and English-speaking professionals, ensuring high-quality customer support.

3. 24/7 Availability: With multiple time zones, Indian call centers can provide round-the-clock service, catering to global clients.

4. Scalability: Outsourcing allows businesses to quickly scale operations up or down based on demand without the need for significant investment.

5. Focus on Core Activities: By outsourcing non-core functions, companies can concentrate on their primary business objectives and improve overall efficiency.

4. What industries do call centers in India serve?

Call centers in India serve a variety of industries, including:

1. Information Technology (IT): Providing technical support and troubleshooting.

2. Telecommunications: Customer service for telecom providers.

3. Banking and Finance: Support for banking services, credit cards, and insurance.

4. Retail and E-commerce: Order processing and customer inquiries.

5. Healthcare: Patient support and appointment scheduling.

6. Travel and Hospitality: Booking services and customer assistance.

5. What technologies do Indian call centers use?

Indian call centers utilize a range of technologies to enhance their operations, including:

1. Automatic Call Distributors (ACD): These systems manage incoming calls and route them to the appropriate agents based on predefined criteria.

2. Customer Relationship Management (CRM) Software: CRMs help agents manage customer interactions and store information efficiently.

3. Interactive Voice Response (IVR): IVR systems allow customers to navigate menus and access information without needing to speak to an agent.

4. Cloud-Based Solutions: Many call centers use cloud technology for scalability, remote access, and reduced infrastructure costs.

5. Artificial Intelligence (AI): AI chatbots and virtual assistants handle basic inquiries, freeing up human agents for more complex issues.

6. Analytics and Reporting Tools: These tools track performance metrics and customer satisfaction, helping to optimize operations.