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Over the past two decades, India has emerged as a hub for outsourcing call centers. Top Call Centers in India have risen to the expectations of global multinational corporates. Most businesses prefer to call center outsourcing companies In India to maintain an in-house workforce.
The concept of Globalization is “One Earth, One World”. This phenomenon is about the sharing of concepts, ideas, products, services, goods & manpower from one country to another. call center outsourcing in India is a part of sourcing services for businesses from out-of-country sources.
What Is Call Center Outsourcing?
Precisely, hiring an agency to receive and respond to customers’ calls refers to Call Center Outsourcing. This agency is not a part of your key business and it provides call centre services to the businesses.
Any business, big or small, that finds it difficult to manage customer support may outsource call center services. This is a cost effective solution. Customer care and after-sale customer service are the pillars of customer retention and business growth.
During the early or initial years of establishment, the key areas of small & medium industries include a focus on growth and cutting costs to reduce initial stage loss before reaching the breakdown stage. Outsource call center services are reckoned as a cost- effective way to deliver excellent customer care services. It improves customer experience and creates your goodwill In the long run.
How Does Call Center Outsourcing Work?
Basically, call center outsourcing company looks after and manages customer care or customer service departments. Such agencies work exclusively for other or outside businesses. There is a contract between the business and the service-providing agency.
Working in a call center involves interacting with customers and the call centre. This interaction may be in any of the following methods.
Customers Calling To Customer Care Call Centre Agency:
In this mode, customers make calls and discuss their issues with the employees of the call center who is working as an outsource agency on behalf of a company.
IVR :
By IVR, the customers receive options to further proceed. They either get automated pre-recorded replies to the FAQs, or are directed to the customer service executives.
Outsource Call Centre Services Types
The outsourced Call Centre provides a variety of services. Which one you prefer to receive, it depends upon your requirements. They are equipped with high-quality call center software. That enables them to receive and respond to customer calls without making them stand in the queue.
The Services That Outsource Call Centers Provide Can Be Categorized As Under:
- Customer service
- Lead generation
- Technical support
- Inbound call answering
- Outbound calls making
- Telemarketing & sales
- Help desk services
Benefits Of Hiring Call Center Outsourcing In India
Receiving and answering phone calls from customers is something like staying tied to the phone round the clock or at least throughout work hours. That may certainly hamper & divert you from focusing on planning growth in answering the phone calls. Furthermore, Outsource Call Center service reduces the cost of salaries and benefits for regular employees. Outsourcing cost comparison call centers is much less costly than in-house tele-callers working on a regular basis.
Other Benefits Of Outsourcing Call Center Services In India Are As Below:
- Greater Focus on key areas
- Better customer service
- Cost-effective customer care operation
- Quick solution to customer’s problems
- Flexibility
- Adaptability
- Improves quality of after sale customer care
- Regular reporting & monitoring
Global Call Center Outsourcing Services
In 2017, India’s call center Industry was estimated at $28.19 billion. It is expected to reach $55.5 billion by the year 2029. The CAGR is expected to touch 10.8%.
USA, Ireland, Canada, and the Philippines are other countries that provide overseas call center services.
According to surveys & reports published by Transparency, some interesting stats about the global call center outsourcing market were valued at $91.54 billion in the year 2021. The same is expected to grow at a CAGR of 5.2% during 2022-31. It is expected to touch $150.34 billion by the end of the year 2031.
According to a survey by Technavio, the Call Center Outsourcing market share in Europe is expected to rise during 2021-26 by $3.73 billion. The CAGR is expected to touch 3.53% How To Outsource Call Centre Services India
Best Practices For Managing Call Center Outsourcing Services
Companies outsource their communication management team from overseas call centres at a fraction of the cost that they had to spend by maintaining an in-house workforce.
But before they hire an agency or a company for call center outsourcing service in India, there are several factors that they need to take care of. Important factors are given below.
i) Business Plan
First of all, you need to draw up a business plan about your requirements and necessities for outsourcing call center services. Second, you also need to consider what type of BPO may best fulfil your requirements.
ii) The Type Of Services Your Business Need
Your main focus has to be evaluating different Call Centre Services in India as to whether your need is for hiring an Inbound Service call center, Outbound Service call center, etc., Inbound & Outbound services both, dedicated staff or shared staff, and an order-taking call center.
iii) Duration & Time
Another factor you need to consider is whether you need an outsource call center 24/7 or during your office work hours. Considering all these factors may go a long way in hiring the right type of outsourced call center.
iv) Type Of Technology & Equipment
Good quality equipment used for receiving and answering the customer’s calls is of utmost importance. While screening out an outsourced call centre company, you need to consider that the agency you want to hire is equipped with the devices & equipment of the latest technology. Any equipment or obsolete technology may spoil your customer base.
v) Call Centre Customer Relationship Management Software (CRM)
In Call Centre Outsourcing, you entrust your customer service operations to a third party. It is that party who will be responsible for the build-up or damage to goodwill of your company. The most reliable tool or software could be cloud-based call center software.
- A cloud-based call center is one of the most sought & preferred software.
- Cloud-based call center software is reliable and scalable. This software routes or transfers calls to the right person.
- The cloud-based call centre software features intelligent IVR, live call monitoring and one click-to-call.
vi) Skills, Experience & Expertise Of The Workforce
Experience and expertise of the employees working for the company matter greatly. You can check their quality of performance by reading the review about them.
You need to be careful when hiring an outsourced Call Center service in India.
The experience, expertise & skills to handle and answer customers are greatly related to the success of your business. Providing good customer service is completely dependent on the skills of the outsourced call centre staff members.
The call center outsourcing service agency or company should be able to manage time according to the times of your geographic location. Their personnel must be competent to carry out the tasks entrusted to them by you.
vii) Quick Response
Customers barely prefer to wait in the queues to get their problems solved. They expect a quick response. Before hiring an external call center agency, ensure that it can handle a large number of clients without queuing them.
viii) Monitoring
To observe & evaluate performance & analyzing it is an essential part of proper management of an outsourced call center. In order to improve the quality of service that your customers are getting from the outsourced call center, it is equally important to share their feedback.
ix) Behaviour Of The Staff
Businesses establish the trust of their customers with their behavior towards them. Good customer service, behavior, and quick response build trust. The staff of the most outsourced call center agent has the following but not limited qualities of the service provider:
- Complete & up to date knowledge about the service they are required to provide
- Polite tune
- Low voice volume- no shouting
- Good communication skills
- Empathy
- Problem-solving attitude
Why Call Centre Outsourcing From India?
There are several factors behind global companies finding India a preferred outsourcing location. The list of global companies that outsource call center services includes Dell, British Airways, United Airlines, American Express, AT&T, Barclays, Norwich, and many more.
Besides, a large number of international companies are setting up call centers in India. Some of the prime factors that make India the most favored call center outsourcing destination are as under.
1.) The Hub Of IT Professionals & Services
India enjoys a reputation as a powerhouse of IT and IT-skilled professionals. The Call Centre industry in India employs more than 350,000 workers. They are skilled & experienced in this field. They cater to the call center & BPO needs of global companies hands down.
2.) Call Centre Outsourcing Cost Competition
Salaries and benefits in India are much lower than in the US, UK, EU, Canada and other countries. Because India has a large qualified workforce, it provides cost-effective call center outsourcing services.
3.) Language - Not A Problem
Almost every Indian skilled workers are good at communicating in English. Furthermore, after the USA, India has on the largest English Speaking people. Foreign companies outsourcing call centers in India, find it easier to work with Indian call center companies.
4.) Favourable Time Zone
India has about 11-hr and 6 -hr time zone differences from USA & UK and other European countries respectively. Indian call centers can provide services to European & American Companies around the clock.
5.) Friendly Relations With All The Countries
Foreign relations and foreign policies are the backbones of international trade. India is only in a few countries that enjoy friendly relations with all the countries. All countries love to work with Indian companies.
India Call Centre Locations
Call centers in India are spread across all the states and the Union Territories. Most call centers are located in Silicon Valley, Hyderabad, Madras, Mumbai, Puna, Noida, Gurugram, and Delhi.
Contact or Call Dazonn Assist For Call Centre Outsourcing Services
If you are looking to outsource call center services, then you are at the right place. For outsourcing call center services, there could be no country better than India and Dazzon Assist. Based in Chandigarh, & having its office in USA, Dazonn Assist is a state-of-the-art outsourced call center.
This call center is equipped with the equipment and software that have been designed by using cutting-edge technology. The company has been providing its services to a large number of completely satisfied customers for the last many years.
The company houses a team of highly experienced staff who enjoy excellent communication skills and are proficient in attending and answering to customers hassle free.
Dazonn Assist Offers Following Call Centre Outsourcing Services:
A) Technical Support
Our skilled and experienced technical experts resolve troubleshooting issues promptly and provide tips to the customers how to handle the technical problem they are facing.
B) Dazonn Inbound Call Centre Service
The Company is equipped with hi-tech Inbound Call Centre Software with advanced features of IVR. Our experienced staff handles incoming calls of the customers very promptly.
C) Outsource Outbound Call Services
Our experienced tele-callers make calls to your existing & potential customers. We help your business in generating more leads, higher sales and creating brand awareness.
D) Computer Assisted Personal Interviews
Our state-of-the-art Outsource Call Centre is equipped with the cutting edge technology software that eliminates the need of one-to-one interview and stores data.
E) Chat & Email Support
Despite the mail system being one of the oldest means of communication, it is highly effective and helps businesses in expanding & retaining their customer base. We respond to customers’ messages & emails promptly on behalf of our clients
F) Disaster Recovery Solutions
Dazonn has a comprehensive recovery plan enabling us to perform and keep the business functioning even in the worst scenario.
Contact us or Call today to give a kick-start to your customer support service and see the difference how we work and how your company works better in terms of customer service
As a writer, editor, SEO strategist, and supporter of the Dazonn Assist, I find more joy in writing content about Bussiness development and outsourcing services.
