In the beginning when outsourcing was entering the market of India, low-end work like the data entry was aligned to the companies. Gradually the confidence of the companies grew and then the value added work such as the call center activities was given to the companies. The companies that were aligned with the outsourcing projects successfully managed to deal with these projects and they became a sensation overall, henceforth bringing the multinational companies and attracting numerous projects to India. In time India was receiving projects from Banks like the Standard Chartered, HSBC, Citibank, the MNC’s like Genpact, American Express provided their services and the IT Majors like Infosys, Satyam, Wipro, entered the industry. The business has since then shifted to customer services.

Value Chain of the Call Center Industry

By Value service which was mentioned in the introductory paragraph would signify the value of business process that is outsourced to India which can at the same time be termed as Value Chain and India is undoubtedly escalating in this chain. In the mid 90’s the work that were given to the firms in simply included converting the hard copy material to soft copy and conversion of the data to various other databases. By the late 90’s the gear shifted to call centers and there were outlets that regulated the inbound and the outbound calls which handled almost all the services related to customers like the selling process, telemarketing, technical support amongst many. The onset of the millennium year witnessed not only a massive boost in the industry but the value chain grew higher as the firms in India were receiving high end projects.

The Value chain can be broadly classified into, Voice Outsourcing Services and Non Voice Outsourcing Services. While the Voice Outsourcing includes services that are oriented towards Inbound Sales, Outbound Sales, Telemarketing, Customer Services, Order Processing, Technical Support, Appointment Settings, Debt Collection, Help Desk, Market Research and Quality Services. The Non Voice Outsourcing includes the services related to accounting, data entry, database management, claims procurement, transcription and human resources.

The Statistical Reports

As the call center industry saw a growth in the value chain the statistics of the NASSCOM stated the primary reasons for success of the call centers industries in India which were

1. Exuberant amount of skilled labors which are English-speaking and these forces were at the same time being harnessed by many countries including Ireland and Singapore. The call centers in India are known to have the largest number of qualified personnel and they are mostly from diverse

backgrounds which helps infuse creativity and confidence in work. Plus the work force undergoes the grueling training procedures which help them deal with situations better. Plus there are almost 5 million graduating every year hence there can never be a backlog in the workforce area.

2. The availability of sophisticated technology and infrastructure which meet the global standards in almost every way. Plus there has been times when the industries have been privatized which went on to reduce the tariff rates of Internet service thus giving India an advantage over other countries.

3. The concentrations of representative are directed towards customer satisfaction in every possible ways which has driven the efficiency and the performance standards of the industry.

4. Access to 24*7 services which has helped the companies deal with every clients on a priority basis. Regardless of the festive seasons the call centers in India function in way that they are available for the clients almost every time. Adding to it is the benefit associated with geographical location. The difference in the time zone has helped India achieve this goal.

5. Supportive Government policies which encourage the call center industry hence simplifying the documentation process for the MNC’s to avail the services.

6. Cost Effectiveness comes with the factor that the labor force is immense plus the cost of living as compared to the other countries is much cheaper. Plus as valued to the US dollars that is ine of the biggest reason for the cost effectiveness.

Read here Call Center Companies and Their Business in India