In spite of tough competition from other locations, India maintains to hold its position as the trailblazer in accommodating BPO companies to deliver customer support services to clients across the globe. A recent market research study says that the customer support service has a market share of over 58 percent, making India a global sourcing destination for BPO industry. In fact, rapid expansion of BPO services in India depends on five pillars of strength including:
Incessant Emphasis on Optimal Cost Efficiency: India is known to offer the most cost-competitive BPO solutions to companies across the globe. This is because BPO companies in India adopt several internal process and productivity improvement initiatives like stable entry level salaries, tightening non-employee cost structures, rapid growth in career and many more to efficiently run them.
Unparalleled Human Capital: India's talent pool comprises of graduate and post graduate in IT and non IT and this has enabled customer support service provider to provide both end-to-end and high-end value-added outbound and inbound customer support to diverse industry verticals.
Adopt Customer-Centric Approach: Customer service in India is highly customer-centric as employees in customer support service center understand clients requirements by engaging in strategic advisory relationships, focusing on delivery innovation and managing high-end complex engagements.
Scalable and Secure Environment: The large scale Indian market provides a high level of stability with regard to managing concentricity risk as compared to other locations that host BPO inbound and outbound customer support services. At the same time, Indian market is also secure for BPO industry to expand due to political and economic stability.
Compatible Ecosystem: The presence of flexible laws and regulations, opportunities for large scale investments in e-Governance projects and emphasizing on developing national cyber security policy have made India a secure marketplace for BPO industry to maintain its growth.
To conclude, the customer service in India has managed to maintain its growth trajectory even in difficult economic environment.