In the last few years, business process outsourcing has carved its place as a leading provider of customer support services. Call center in India is helping businesses to harness their potential by streamlining their back-end operations.
According to a research conducted by Ernst & Young in 2014, India is considered as the second largest emerging economy. A study by NASSCOM suggests that the ITES/BPO sector is contributing significantly to the rapid growth of the nation by offering jobs to nearly 2 million people. Moreover, the outsourcing industry worldwide is expected to grow by 16% annually by 2015.
How Companies are optimizing their Business Performance by Leveraging BPO Services
Call center from India covers various verticals, spanning from the education sector, hospitality, financial, and healthcare sector. An inbound and outbound call center provides a wide range of services, including telemarketing, market research, order taking, lead generation, e-mail support, and medical records retrieval services. These functions enable, both small as well as big size business, to reduce their overhead costs, optimize efficiency, and improve consumer satisfaction levels. All these variables are indispensable for an organization's overall growth and sustainability.
According to a recent study conducted by NASSCOM, the customer support market in India accounts for about 58% of the global outsourcing industry. The rapid rise of outsource call center services in India depends on five important factors:
Abundant Human Resource: Talent pool in India consists of skilled IT as well as non-IT professionals. This enables the customer support department to provide high-end value added user support to various industrial verticals.
Customer Focused Approach: Call centers in India are highly customer focused. The service provider efficiently understands user requirements and help clients by strengthening their relations with the existing customers and improving the company's brand image in the marketplace. The call centers also focus on delivering customer feedbacks to the client, which helps them in improving their offerings and managing high end complex user engagements.
Scalability: Indian BPO market provides a high level of scalability to manage concentricity risks, as compared to the inbound & outbound call centers located in the other geographic locations. Consequently, the country is also considered as a safe destination when compared to its competitors located in other Asian and North American markets like Philippines, Sri Lanka, and Brazil.
Favorable Government Policies: The sector is attracting more and more foreign direct investment due to its flexible laws and government policies. It emphasizes on developing nationwide cyber security policies, which has made India a secured marketplace.
This is the reason why BPO industry in India has continued to manage its development and growth trajectory even in the difficult times.