A brief history of call center outsourcing services evolution
Call centers are an essential part to an organization. Due
to their direct exposure to the customers, call centers can be the tool that
turns the tide for a company. The competition in each and every domain within
the industry increases with time. And with this increase, the importance of
customers increases exponentially. Thus the most common trend among the
companies in the industry today is to lay maximum emphasis on the call center
services and provide the customers with an experience that helps build customer
trust as well as enhance their reputation among the customers. This process
although beneficial for a company, proved to become an unavoidable headache as
well because it started to suck a major chunk of resources from the company.
The cost was too high to manage.
Identification of the cost conundrum
The wise men within the management cabins of the innumerous
companies within the United States began to find a solution to this conundrum.
As United States was the largest industrial hub, the cost was affecting the
United States industry in more intense manner than other countries.
The beginning of a new era
As the industry was suffering from the lack of product
evolution due to the cost of satisfying the customers, a few of the brilliant
businessmen started to prepare themselves to specialize in providing these
services. These companies handed over the center stage to call center
operations anticipating a high intensity flow of future opportunities.
The presence of these specialized call center companies
didn’t go unnoticed and the companies suffering from the cost conundrum due to
call center services approached these companies in order to outsource call
center services.
The ready to go infrastructure and workforce within the call
center outsourcing companies meant a big portion of cost being cut as these
specialized companies only billed their partners for the services they provide
and not the infrastructure and maintenance cost.
Call center outsourcing services: A pleasant surprise in store
Call center outsourcing were initially targeted
to primarily cut the cost of operations that were incurred on the companies. But
little did they know that it will also prove to be a beneficial step from the
performance perspective too. The call center outsourcing companies were
professional in their approach and as their focal point was these services,
they provided a professional touch to the call center operations.
The flourish of call center outsourcing services
The advantages availed by the companies that outsourced call
center services were so lucrative that it became a widespread trend among the
companies to outsource call center services to bonafide call center outsourcingservice providers in their knowledge. The industry was once again
revolutionized and the companies freely started to invest more resources in
their core competencies which led to a better customer-company ecosystem.
Call center outsourcing services: The hounds of justice
Before the inception of call center outsourcing services,
the industry was dominated by high-end companies that made enough money within
a second to feed an entire city. Though their products were not always the best
but the budding companies with much better products were not able to sustain
because of lack of customer interest drawn by poor call center services.
The lowered cost of call center outsourcing services made it
possible for these budding companies to perform both their core and call center
services with enough finesse to make them swim with the sharks. The imbalance
in the industry was now eradicated and it was once again success was all about
the company that delivered the better products.
Call center outsourcing services: An impenetrable shield
Call center outsourcing services not only restored the
balance within the industry but also helped prevent losses due to the failure
of products in satisfying customer needs. There were instances when the
companies that outsourced their call center services despite their efforts were
not able to deliver the product that matched customer needs. Call center
outsourcing services providers used their data and portrayed the product’s
shortcomings as one of the features that was relevant to a particular audience.
This helped companies to turn their failures into success as the call center
outsourcing services single handedly changed the game for them.
Call center outsourcing services: The third world magnetism
As the call center outsourcing services started to pick up, companies
in the third world countries who lacked the infrastructure to innovate in
product development business started to step into the call center outsourcing
services. The most common feature among these countries was the level of
poverty and unemployment of eligible workforce. These people were ready to work
for exponentially less compensation than the companies in the developed
countries. This opportunity was harnessed by call center outsourcing service
providers in these countries as they started to provide high quality call
center outsourcing services at much cheaper prices which lured the product
development companies in developed countries to outsource call center services
to them.
Call center outsourcing services: The Indo-US kinship
As all this was going on, one country was going through an
industrial revolution of its own. India a developing nation started to provide
call center outsourcing services at prices much cheaper than any other country.
Indian call center outsourcing service providers also eliminated the most
common problem with the call center outsourcing companies in the developing
countries i.e. English speaking fluency of agents.
As India has been a British colony for 200 years, English
became a widespread part of cultures that prevail within the country. The only
tweak that they needed to do was with the accents of their agents which made
them ready to serve the crowd in the United States. The United States industry,
one of the biggest exporters in the world, took notice and projects concerning
call center outsourcing services began to flow to the Indian call center
outsourcing service providers.
Call center outsourcing services: The dominance of India
Whilst the upliftment of Indian call center outsourcing
services in India and the increasing favoritism shown towards Indian call
center outsourcing companies by the United States industry, IT services also
began to boom in parallel. Indian call center outsourcing service providers
wasted no time in harnessing this new born power hub of the country and
empowered themselves with the latest IT infrastructure that complimented their
abundance of workforce.
This transformation meant that Indian call center
outsourcing industry stood at the usher of success with no real competition
from any other country. Today, India is the capital of call center outsourcing
services and this all has been possible because of the never ending evolution
that goes within the call center outsourcing companies in India every day.
