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Yes, you heard correctly!

Countries such as India, Ireland, Canada, and the Philippines are preferred hotspots for outsourcing call center services.

But How and Why in India?

Because there are a huge variety of gains that India is providing. And, it could be a tough task for other countries to achieve.

Truthfully, several multinational or international organizations are also setting up their call center in India. The genuine reason behind this, India has a huge qualified workforce and it can also offer cost-effective services.

According to a recent survey, 80% of European and US companies ranked India as their first outsourcing hotspot.

As per the National Association of Software & Service Companies (NASSCOM) report, approximately half of all fortune 500 companies select to outsource software development to Indian outsourcing companies.

Although, several other countries including China, Mexico, Ireland, and the Philippines, have been considered major competitors. Still, India has managed to outflank all others and emerge as the top outsourcing hotspot.

Why Outsourcing Call Center is Needed for Your Organization?

Well, here are a few facts that show the importance of outsourcing your call center in India. Have a look at them!

Cloud Contact Centers Are More Reliable

Cloud Call Center is a web-accessible platform that helps in managing customer calls and interactions. Additionally, in comparison to on premise counterparts, cloud call centers are cost-effective (27% cheaper) and have minimum downtime.

Cloud contact center offers wide business benefits that help in a better customer experience. It includes phone, email, chat, and social media.

According to Markets and Markets, the cloud-based contact center technology market is estimated to reach $15.67 billion by 2022, with a compound yearly growth rate (CAGR) of 25.2%.

Requirement of Qualified Customer Support is Growing

Due to a negative experience, around 86% of customers deny doing business with call center companies. In that case, organizations must view every customer service interaction as an opportunity to acquire, retain, or upsell.

Better customer service is an ideal way to generate a company's revenue. It gives clients a fully consistent experience that is in line with a company's objective.

According to various surveys, bad customer service minimizes more than $62 billion each year from American businesses. 7 out of 10 customers said, they would pay extra to do business with a company that gives exceptional service.

Best Customer Service is Valuable

When asked to believe the customer service centers that provide great support, then only 26% of the customers responded positively. Whereas, 49% of customers did not.

Credit: Daniela Puzzo, Fonolo

Huge Call Centers Have a Higher Turnover Rate

Here is a study conducted by DailyPay on various attrition rates segmented by industry.

Call Center Turnover Rates:

  • Small-sized call centers have a 17% turnover rate.
  • Medium-sized call centers have a 37% turnover rate.
  • Large-sized call centers have a 44% turnover rate.

Credit: Michael Mahoney, Avoxi

Still, Mostly Consumers Preferred Phone Support

Customers prefer the following: phone (61%), email (60%), live chat (57%), online knowledge (51%), and “click to call” support automation (34%).

Credit: Shauna Geraghty, Talkdesk

What are the Core Reasons to Outsource Your Call Center in India?

Did you know: only 30-40% of the entire cost is spent on labor in India, including employee training, incentives, and other benefits.

A call center receives or transmits a significant number of request calls. Indian Call centers are a plethora that has especially helped the service industry of the country.

It is less expensive to outsource in India rather than to other countries. The main reason to outsource in India is its low labor costs. And, it also provides a competitive advantage.

The core gains of Outsourcing Call Centers in India are:

Cost-Effective

Any reduction in overheads helps a company to redirect more revenue to operational growth while freeing up your time. And, these free times are especially crucial if the company is a start-up or small business. Hence, outsourcing can help small businesses with continuity, cost control, and risk management.

An in-house call center requires a large investment in infrastructure, equipment, employees, overhead, and other expenses. Whereas, experts estimate that outsourcing company procedures might save up to 50% on expenditures.

Time-Zone

If your company's activities and clients are located outside of your time zone, outsourcing call center operations is a much better option. Customers who are not in your time zone will be able to get answers to their questions.

Additionally, India is a suitable call center hotspot for delivering after-hours service to European and North American firms because of the 12-hour time difference. Whereas, many companies are unable to provide call center services in-house.

Educated Workforce

Indian institutions aren't known for producing a steady stream of highly educated graduates who enter the workforce each year. About 2 million English-speaking students out of all graduates, with approximately 75,000 IT graduates graduating each year.

Additionally, this is a big benefit for call center operations that demand high-quality English-speaking employees. Whereas, several IT outsourcing firms' USP has the number of a huge workforce. As a result, they offer scalable services as and when required by their customers.

A Destination that is Well-Versed in Outsourcing

India remains the favored primary hotspot for multi-location outsourcing methods even after many years of operation. Besides, India has been providing high-quality services for over two decades.

Only India has such extensive experience as a call center outsourcing destination. The country not only offers high-quality call center services but also engineering and product development. Also, it offers more advanced analytical services in the form of research.

The Country is Undergoing the 'Digital India' Revolution

In India, favourable government policies have ensured that the country is well on its way to becoming a digital powerhouse. The Government of India's 'Digital India' initiative aims to connect every nook and cranny of the country with quality IT infrastructure.

And, allowing its citizens to be connected to the rest of the world around the clock. Various Tier II and Tier III locations get leverage from this. And, it allows them to provide services at lower rates than Tier I locations.

What to Outsource?

Well, we summarized a list of various services that you can outsource:

Essential Business Tasks That Are Needed for Outsourcing

Before planning to outsource, you should consider all the benefits that you will get in a business function. Here, we summarized a list of a few business tasks and why they are ideal to outsource.

Sales

Similarly, your business may lack the personnel or skills needed to make sales calls or set up sales funnels and processes. If you outsource to sales organizations or professionals, then you can transfer those chores to skilled personnel who will bring in additional revenue.

IT Services

If you outsource your IT services, they offer various benefits to both small and large businesses. It can be just what your business needs to scale as needed while staying on top of industry trends.

Meanwhile, your outsourcing partner can help you to select IT solutions and practices that will boost your company's efficiency and productivity. They will work with you to establish a holistic approach to your organization. Also, it takes time to get to know your needs and goals before offering tangible suggestions for improving your IT infrastructure.

Some IT services that you can outsource are as follows:

  • Assistance from the IT Helpdesk
  • Networking Assistance
  • Remote Server Support
  • Quality Assurance
  • Network Operations Center
  • Cloud-based integrations

Customer Supports

Customer support agents deal with customers mainly online or over the call. So, in that case, you can outsource your customer support strategy to call centers or chat services.

In that process, firstly, you need to have processes in place and also make sure you give clear instructions to the company that will be dealing with your customers directly.

Human Resource

Human resources comprise all aspects of your company's hiring, onboarding, and management of employees. Meanwhile, the most prevalent sort of outsourcing in this field is working with a recruiting service to bring in qualified candidates for a new post. However, training, benefits administration, payroll, and time and attendance can all be outsourced.

Technical Support

Technical support is the one that you provide to your product and service users after-sale service. Furthermore, tech support deals with providing technical support to the customers. It includes login errors, bugs, and other device issues that cause a negative user experience. Whereas, customer service deals with delivery and payment issues.

When you outsource your technical support, then it helps to provide a quick and helpful way to address customer problems. Usually, this service is provided using a knowledge base like a phone, live chat, or emails.

Admin Tasks

There are no longer requirements for a large office with a large workforce to run businesses because of technology improvements, greater connectivity speeds, and cloud services.

Meanwhile, you can save money and decrease costs by outsourcing various administrative tasks to a virtual assistant or administrative service. For example, data entry, travel bookings, typing, and other administrative work.

How Call Center in India has Helped Multinational Companies?

Case Study 1

Setup a Consumer Support Helpline for a Global FMCG Major in India.

Requirement:

The client desired to establish a consumer support helpline in India for its entire product for good corporate practices.

Solution:

Go4customer entrenched a toll-free customer service helpline for the client. By using this helpline, customers have a single point of contact for information on all client products. Additionally, our team used a proprietary tool to handle the complete operations.Read More

Case Study 2:

Cold Call and Schedule Appointments in India for an IBM Premier Business Partner.

Requirement:

To promote the business products, the client needed help reaching out to potential consumers in the United States.

Solution:

The Go4customer team worked with the client to create a list of companies that would be interested in using the client's services. Following that, a contact list of senior IT specialists at such companies was compiled using a variety of research methods such as web searches and referrals.Read More

Case Study 3

Leverages of Extensive Customer Support Service to Relaxo Footwear in India.

Requirement:

The Relaxo company in India did not have a customer support wing.

Solution:

Go4customer provides an extensive customer service solution to Relaxo Footwear that focuses on compliance. Read More

Case Study 4

Call Center Support for Fortune 500 Oil Companies.

Requirement:

General customers face lots of issues with the new scheme of the Indian Government regarding linking of Aadhar for LPG subsidy.

Solution:

The consortium of clients used Go4customer's contact center services to help them implement the DBTL program smoothly. Also, decreasing customer complaints and providing improved services to people. Read More

Call Center in India Advantages

Highly trained and skilled professionals

Highly trained and skilled professionals
Expertise in technology

Expertise in technology
Enables 24*7 customer support

Enables 24*7 customer support
Preferred destination for outsourcing

Preferred destination for outsourcing
Cost-effective customer support

Cost-effective customer support
Modernized Infrastructure and technology

Modernized Infrastructure and technology

Next-Gen BPO Services: Transforming Call Center Operations in India

Discover top-tier BPO services at Go4customer, where we reshape call center outsourcing to fuel your business expansion. Our call center in India mixes high-tech AI with the insights from data to make sure all of our training is top-notch and to offer broad 360° customer support and call center services. Join us and build customer relationships grounded in trust and top-class service experiences.

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