Wednesday, May 30, 2018

Call center outsourcing : Facts, Advantages & Strategies



A brief history of call center outsourcing services evolution


Call Center Outsourcing Services

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. 



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