Why Outsource Call Center and Business Processes to India?

Outsourcing to India Benefits

"Off-shoring brings substantial benefits to the global economy and the lion's share will likely go to the US economy," says the research by McKinsey Global Institute. "Off shoring creates wealth for US companies and consumers and therefore for the US as a whole," it adds. Of the $1.12 to $1.14 value potential to the US from $1 of spend off-shored to India, 58 cents comes from savings accrued to US investors and customers and 5 cents from import of US goods and services by providers in India. "Economic Times edition- September 11,2003"

Tremendous Potential

In today's highly competitive world, companies are looking to outsource much of the work that needs to be done, but have little success with it. Global companies such as Dell and British Airways have found out that India, with its inherent strengths, has a strategic advantage while setting up Call Centers. Successful companies like GE and Amex saw the tremendous opportunity in India due to its vast technological base and have set up their own call centers to handle customer requests.

Access to large pool of well educated Professionals

India has a large pool of student population with very excellent English speaking and communication skills. With thousands of universities where English is the first language, India can never be short of an English speaking population. The entire world is aware of the fact that India has produced the maximum number of software professionals. Therefore, recruiting highly skilled professionals for a Call Center can be very easily done in India.

Low Attrition Rates

A Contact Center job is a long term approach for agents in India, unlike the United States, where a Contact Center job is often perceived as a part time job, done to fill in the gaps of employment opportunities. Therefore, the attrition rates in India are much lower than the United States. This helps Indian call centers to invest all their resources in the agents, as they are confident of low labor turnover. This also saves time and resources on training new recruits, which in turn allows the Centers to focus on improving client processes.

Excellent Quality and service at Low Price

Due to the cheap and highly skilled labor, it turns out to be very reasonable to outsource Call Center operations and back office processing to India. The average price of a Contact Center agent in United States is almost $ 2000 where as that of an agent from India is just over $200. Therefore, the cost savings account to almost 40% of the costs incurred otherwise. Highly liberal Government policies on Call Center operations The government has declared a tax holiday for Call Center Companies.

24X7 view

Due to the difference of time zones in India and United states we can provide service at all possible hours. Hence the company in United States saves on labor costs by having only a single shift. Also the turnaround times can be a lot faster.