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Outsourcing Inbound Customer
Services to India
Outsourcing inbound customer
services to India is a good option as the call center industry in the
country is on an upward spiral. A large pool of highly educated
professionals who speak English, world class facilities and
infrastructure, increasingly good telecom connectivity, and the
capability to handle a range of services, are just some of the reasons
why outsourcing inbound customer support to India is so popular.
There are a number of factors that may
prevent your own company or organization from carrying out customer
support services. Whether it be order taking, conducting surveys,
registration services, direct marketing, web customer service, or
technical support, outsourcing inbound customer services to India has
many advantages.
Language
- India has the second-largest
English-speaking population in the world
- English is the principal language
for business transactions in India.
- Capability for Spanish, German,
French and other major languages of the world
Manpower
- India has the second largest and
the fastest growing pool of technical manpower
- High availability of educated,
computer literate and English speaking customer care professionals
Reliability and Security
The work force is highly reliable and
can deliver world-class quality and ensure rapid delivery of service.
Indian companies are also increasingly adapting to international
quality and security standards
Infrastructure
- India's satellite-based
telecommunication network enables instantaneous high-speed transfer
of voice and data across the globe
- Able to provide critical Computer
Telephony Integration and Interactive Voice Response systems
regardless of the customer's PABX, ACD, computer or database. They
deploy the best of telecom infrastructure with various redundancies
at every critical juncture to provide uptime commitments of over
ninety- nine percent
- With intelligent scripting
programs, advanced Learning and Development teams, and Quality First
processes, you will rest assured that frequently changing
information is always conveyed accurately. Even your most advanced
users can access the information they need quickly to resolve their
questions - on the first inquiry
- Each technical support
representative has direct access to the Internet to allow them to
access your on-line problem tracking system, FAQs, knowledge base
and account information
- Fast and dedicated Internet
connectivity
- State of the art Call center
technology
- 100%-automated desks with first
rate and perfect computerization
- 24/7 support due to availability of
quality manpower in multiple work timings and uninterrupted Power
Supplies and constant back-ups
- Sufficient voice and data
communication systems
- Continuous call reception due to
flawless duplicated system
- A leased fiber optic circuit from
India to various destinations in the world
Legislative Framework
- Highly liberal Government policies
on Call- center operations
- Maintains High cost-competitiveness
in service sectors
- Proactive Government - 10 year Tax
holiday
- Duty free import of capital
machinery and software
Cost Benefits
Indian companies can provide inbound
customer support services at competitive costs compared to the same
services in other countries.
Pro-Active Government
The Indian government has given a
special thrust to the industry by reducing the prices of high-speed
international private leased circuits. The recent IT boom has prompted
the Government of India to announce exemptions from income tax and
customs for the exports of IT enabled services. The central and state
governments have put emphasis to set up state-of-the art
infrastructure for the projected boom for IT enabled services. Private
Internet gateways and 100 foreign direct investments have been given
approvals. "Potentially 50-80 percent of total process costs in most
IT enabled services can be out sourced offshore. As much as 70 - 80
percent costs can be reduced primarily because of wage differentials.
However, in order to manage operations in remote locations, expatriate
management may initially be required to support the remote locations.
This together with higher telecom costs could result in additional
costs of 10-20 percent. Hence there could be 50-60 percent saving on
out located processes." (VCare Technologies, Market Perception Memo
III, July 2000).
Inbound customer support hiring in
India
In order to provide the best possible
inbound customer support to your company, inbound call centers in
India take the following skills into account while hiring
- Accent and conversation skills
- Technical skills, certifications
and degrees
- Competence
- Call center etiquette
- Internet skills
- Sales skills
- Products and services domain
experience
Technical Support Services in India
Indian inbound call centers provide
high-quality, cost effective, technical support 24/7. Read more on
outsourcing technical support, technical support services in India,
and additional information.
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