In India, Business Process Outsourcing (BPO) is the fastest growing segment of the ITES (Information Technology Enabled Services) industry. Factors such as economy of scale, business risk mitigation, cost advantage, utilization improvement and superior competency have all lead to the growth of the Indian BPO industry. Business process outsourcing in India, which started around the mid-90s, has now grown by leaps and bounds. India is now the world’s favored market for BPO companies, among other competitors, such as, Australia, China, Philippines and Ireland. The BPO boom in India is credited to cheap labor costs and India’s huge talent pool of skilled, English-speaking professionals. Research by the National Association of Software Services and Companies (NASSCOM) has revealed that quality orientation among leading BPO companies, 24/7 services, India’s unique geographic location and the investor friendly tax structure in India have all made the BPO industry in India very popular.
Business Process Outsourcing or BPO as it is popularly known, refers to outsourcing in all fields. A BPO service provider usually administers and manages a particular business process for another company. BPOs either use new technology or apply an existing technology in a new way to improve a particular business process. India is currently the number one destination for business process outsourcing, as most companies in the US and UK outsource IT-related business processes to Indian service providers. Indian BPO companies offer varied services, such as, customer support, technical support, telemarketing, insurance processing, data processing, forms processing, bookkeeping and internet /online /web research. Some major reasons which led to exponential growth in call center industries of India include , Skilled youth which is proficient in English language which is the basic requirement of most outsourced call centers also the reasonable property prices along with less cost of installing hardware and hiring employees. The advancements made in telecom and power industries which has improved the overall quality of industries in India. Government policies in India which are not too strict for domestic or foreign call center companies.
Major inbound services include online sales, helpdesk services, order taking and event scheduling etc. The companies in India also offer a gamut of outbound services which include telemarketing services, lead generation, insurance verifications and market research etc. The IBPS which was launched in August 2015 is Indian government’s ambitious project related to BPO sector. It aims to provide direct jobs to approximately 144900 individuals in BPO sector. The targeted areas are mainly the cities which are deficit of digital technology. Some major Tier II cities which have become a desired location for setting up the BPO include Nagpur, Kolkata, Jaipur, Lucknow and Raipur. Economical costs related to setting up the call center is an obvious reason behind rising number of call centers in these areas. Another benefit of setting up a call center in these regions is that the attrition rate of call center agents is quite low as compared to the employees in Tier 1 cities of India. Most of the call center companies in India operate in multiple shifts due to which office remains functional 24 x 7. This makes sure that the outsourcing vendors are able to provide the customer support services and related solutions as per the time zone of client’s country. So, the companies are able to satisfy the needs of every region related to call center for every of the world without any issues of time difference.
One can forecast the bright future of call center industries due to decent support of Indian government and exponential investments from foreign companies. Also, rise of Call Center Business in Tier II and Tier III cities and rural regions reinforce the future of this business. So, looking at the facts and trends related to call center sector, outsourcing the processes to India can be the well-balanced decision a company can take!!.