Call centres, friend or foe

Topics: Outsourcing, Call centre, Offshoring Pages: 3 (845 words) Published: September 28, 2013
Call centres case study: India
India has always been the most preferred outsourcing location, because call centers in India offers a wide variety of advantages that other countries do not offer. Today, having call centers in India has become the norm for several global companies. India has been able to effectively meet the growing international demand for call center outsourcing services by providing cost-effective services and customer-oriented call centers. Many international organizations are also setting up call centers in India, because India has a large qualified workforce and can also provide cost-effective call center outsourcing services. Why outsource to call centres in India?

1. Large and educated workforce
Call centres in India have a largest number of qualified, tech-savvy, IT literate, trained, skilled and experienced professionals. India has the largest English-speaking population after the USA. India’s large and well-educated workforce has been one of India’s main advantages over other countries. India will continue to have a well-educated and large workforce, because India has an ever increasing number of college graduates and a large number of successful training industries. These factors ensure that India’s resources will keep increasing year after year. India’s large manpower is willing to work for a lesser price. In a call centre operation, manpower typically accounts for 55 to 60 percent of the total cost. In India, manpower is available at a fraction of the cost overseas. Initial investment in infrastructure and training can be expensive and make one believe that the promise of cost reduction is false. However, there will be savings and the fact that several global giants continue to set up call centres in India is proof of this. 2. Specialized call centre outsourcing services

Call centres in India have experience in offering a number of call centre outsourcing services, such as, inbound call centre, telemarketing services, technical...
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