Over the past years, several global organizations and corporations have resorted to call center outsourcing for receiving and transmitting huge volume of requests by telephones.
Outsourcing has become one of the most significant management practices of the modern era. Through call center outsourcing, certain internal operations of an organization - such as production of commodities - can be transferred to external service providers. While outsourcing can refer to manufacturing as well as service provision, organizations can rely on outside sources for value adding operations.
Outsourced call centers help organizations as setting up centralized offices whose sole purpose is to handle customer requests can present a better customer experience. If an organization handles customer complaints and requests by itself, there may be adverse effect on its production quality. Moreover, having twenty four hour outsourced call center facilities can provide uninterrupted services to the customers. Outsourcing call center operations can help in increasing an organization profit margin and allow it to concentrate on core business activities.
Outsourced call center services provide quality customer care at a much reduced rate. Organizations deploy call center outsourcing because they are able to reduce costs on several fronts, including high taxes, energy costs and production and labour costs.
Another significant benefit of outsourcing is risk-sharing. With outsourcing, an organization is able to shift certain responsibilities to its vendor. As the vendor contracted will be an expert in the particular field, risk-mitigating factors will be dealt with in a more efficient way.
Businesses that most commonly deploy call center outsourcing are information technology, content development, logistics, manufacturing, and technical and customer support.
Outsourced call centers provide facilities like inbound and outbound services, technical support services, disaster recovery services and chat support services.
Tactic outsourcing involves providing services where a specific customer query cannot be resolved by internal resources. Strategic outsourcing, on the other hand, ensures that a customerâs complaints are being dealt with only by leading experts, thereby assuring the customer that they are being taken care of by the best resources. Moreover, it also relinquishes internal resources from non-core activities, so that they can be channelled to generate more revenue.
Transformational outsourcing, on the other hand, works on the idea of redesigning a business completely and analyzing how it runs. This type of outsourcing, which yields long term results, sees to it that the results of strategic outsourcing, while conducting business in a new way, are optimum.
Information Technology Outsourcing is the concept of using outsourced call center services for delivering IT solutions. Business Process Outsourcing is the transference of business processes (constituting of a set of tasks created to meet a definite business outcome), in addition to the accompanying IT services, to an external party.
However, outsourced call centers can also have certain drawbacks. Some of the most notable ones include the slowness in delivery of solutions to customer queries, and the possibility that the outsourced call center executives may not be either familiar or accustomed to the needs or culture of the organization. There is also a risk that the confidential information of an organization may be stolen; companies outsourcing HR and Payroll services are most susceptible to this drawback. Lastly, an outsourced company may be providing its services to more than one organization at a given time, thereby increasing the possibility of a lack of focus in handling the tasks.
Call center outsourcing is more prominent in India as compared to China, Philippines, Malaysia and other Asian nations. Indian call centers offer a wide variety of advantages than its counterparts, a reason which attracts a lot of global organizations. Several companies today have outsourced their call center operations to India.
Another reason why numerous international organizations have set up call center outsourcing in India is because of its qualified workforce and cost effective services. Moreover, outsourced call center services in India give the companies a competitive edge.
The Indian government has also shown tremendous support for call center services. It has allowed a smooth duty free import of capital goods. Infrastructure development in terms of transport, broadband computing and communication systems has been seen over the years, with the government investing billions of dollars to make services better. Furthermore, the ability to adapt to global trends is what gives Indian cell centers an edge above the rest.