Call Center In India - Call Center Industry in India
Wednesday, August 27, 2003
In India call-center job carries great profile
India has been surfaced as the hottest destination to place call center and related jobs, such as technical support and claims processing over a period of time. With costs running less than 50% of what they do in the United States and Europe, India has sprouted a call-center work force of about 150,000 people.
But there is a mass difference in the profile of call-center professional in India as compared to those working in US. Indian call-center industry employee will be college gradated backed up by a reputed computer certificate. The accent of English will be the best (as an Indian). Call-centers in India are able to pay good amount of salaries to them making it a lucrative deal to work as a call-center executive.
Tuesday, August 26, 2003
3.3-million white-collar jobs moves overseas in 15 years
The offshore phenomenon is catching on the fever as more and more corporate biggies are actually looking to go offshore for business development techniques. The call center industry in India has a great to role to play in it. Research firm Gartner suggests it costs half as much to operate a call center in India than in US. By 2018, Forrester predicts, U.S. employers will move about 3.3-million white-collar jobs and $136-billion in wages abroad. And while India is offering low-priced call center facilities – the mass exodus cannot be written off.
Call-centers in India despite of the outrageous comments and demonstrations have grown immensely during last few years. The growth for the call-centers in India is close to 35% annually and that will remain in tandem for coming few years. As the US and European corporate clients are virtually knocking to move offshore – India is at a gain. The call-center industry in India constitutes major US and European companies as DELL, Oracle, British Airways, Prudential etc. to name a few.
Tuesday, August 19, 2003
Ocean Connect ropes Scottish instructor for better services
Until yesterday I only knew that India offers talented, academically vibrant teachers to UK. UK imports a huge pool of capable teachers from India. But guess what the news here! A team of teachers (though retired) from Scotland has been flown to India. The purpose? The group of teachers will hone the skills of the professionals working in the call-centers in India (read Ocean Connect). The teachers will be conducting the tests and professionals educations in order to handle UK customer calls. The major job will be to develop accent as well making them aware of the cultural set up of England. With the rise in the Call-centers in India – service provider companies are making extra efforts for sustenance and corporate emergence.
Since the accent in the call-centers requires dramatic changes for offshore clients – there was a sense of urgency amongst call-center to deliver something for upliftment. Moreover there are several other problems on air for Call Centers in India. The major concern is the attrition rate by which the employees quit their jobs. Majority of the call-center pros are found unable to cope the stress build up odd working hours and difficulty in meeting the corporate demand.
Ocean Connect ropes Scottish instructor for better services
Till yesterday I only knew that India offers talented, academically vibrant teachers to UK. UK imports a huge pool of capable teachers from India. But guess what the news here! A team of teachers (though retired) from Scotland has been flown to India. The purpose? The group of teachers will hone the skills of the professionals working in the call-centers in India (read Ocean Connect). The teachers will be conducting the tests and professionals educations in order to handle UK customer calls. The major job will be to develop accent as well making them aware of the cultural set up of England. With the rise in the Call-centers in India – service provider companies are making extra efforts for sustenance and corporate emergence.
Since the accent in the call-centers requires dramatic changes for offshore clients – there was a sense of urgency amongst call-center to deliver something for upliftment. Moreover there are several other problems on air for . The major concern is the attrition rate by which the employees quit their jobs. Majority of the call-center pros are found unable to cope the stress build up odd working hours and difficulty in meeting the corporate demand.
Monday, August 18, 2003
US & UK amounts to major call center trade in India
There is an outraging debate over last few months - whether outsourcing business services be going offshore (freely) or a ban be imposed on it. The debate has been the center of argument amongst employees in Europe & US, which are majorly outsourcing their back-office operations to India and such countries. While the issue remains under propelling argument - the call-center industry in India is rapidly growing without hiccups. The quality ensured call-center facility in India offers astonishing cost reduction when compared to with US or European standards. Savings of as much as 70% can be accrued by instigating call-center in India.
In the past United States and Britain have been the largest investors in India in terms of outsourcing. With lions share with US, Britain still makes substantial investment in the call-center industry in India. Amongst the major British companies establishing call-center in India are British Telecom & Aviva Bank. British Airways had already setup a call-center in India way back. Microsoft, Oracle, DELL, American Express represents US participation for the extraordinary growth of call-centers in India.
Sunday, August 17, 2003
Indian Call Centers have majority of US clients
US trade pundits are discovering the huge pool of skilled talent available in India a cheap way of cutting costs through outsourcing research and other procedures. This is directly proportionate to the rise of the call-centers in India. With the rapid expansion of business seekers coming to India for cost-effective (quality driven at the same moment) services, the call center industry is gearing up for phenomenal growth within coming years. India already captures almost 66% of the offshore Business Process Outsourcing services business that majorly constitutes of call-centers of major US firms.
Several major companies of the global repute are conducting their call-center operations in India. General Electric employees around 11,000 calling agents and has recently declared to offer call-center and related services to third parties. Besides GE companies such as American Express, DELL, Oracle, Microsoft, HDFC and several others have their call-center facilities in India.
Thursday, August 14, 2003
Calls preferred than mail: Pitney Bowes
The growth of Call-centers in India is parallel to the choice making of the modes of communication. Connecticut based Pitney Bowes – a company into marketing research and activities – indicates that phone calling is preferred manner of communication rather than e-mail. In a survey it was found that 82% of the people would prefer calling a company for queries rather than e-mailing – which is most likely to generate personal touch. This induces the growth of contact centers and eventually the growth of call-center industry in India.
People also prefer personal calling given that they receive calls (viz. marketing information) in a condition that they choose the time, place and format of the information.
Call-centers in India is the eventual result of such marketing traits. There is a predictable growth call-centers in near future and India is likely to host major call-center operations for corporate firms of US and Europe. More so the Indian government is pushing along the trend of offshore BPO business in India. There are talks that India will generate call-centers for European countries speaking European languages. This is likely to expand the base of the call-center industry in India where United States is the major business provider at the moment.
Wednesday, August 13, 2003
Health hazards for call center professionals
There is a whole bandwagon of multinational corps establishing in India especially for Call-Center operations. From GE Capitals arrival in 1997 till date, numerous corporate firms have started their Call-centers in India. These include Microsoft, DELL, Oracle to name just a few. While there is a whole conglomerate of MNC evolving in India the professionals working in such call-centers are coping with hazardous health problems to comply with US working hours.
The growth rate of for call-center in India can be directly proportional to the loosing health of call-center professionals. This sounds very absurd but the US working hours clashes with Indian sleeping time. Approximately 11 hours time difference means to accommodate US operations such as personal calling, the professionals have to work at night. This is creating severe health problems as severe as miscarriage, menstrual problems etc. Besides headache, orthopedic trouble, digestive disorders are very common among such people. Call-centers in India are making some great sacrifices to post an impressive economical growth.
Tuesday, August 12, 2003
The Call Center Service Sector in India
The impetus of India and China as the major corporate power emerging in South Pacific region is talking itself from the facts. Especially for the outsourcing sector, India and China are the most favored destinations. But purposely on different grounds. While China is the powerhouse outsourcing of production, India is mastering the outsourcing service sector. India boasts close to 100 thousand call center seats compared to China with almost one-third of India. There is no two-theories philosophy that Call-Center in India is the biggest service provider for offshore clients. On the basis of quality-services, efficient manpower and obviously the cost advantage India holds an edge over its competitive rivals for offering call-center services.
Call-center in India is what the Indian experts believe to be the floodgate of the arrival of globalization. The global outsourcing boom has been the source of the strong Call Center Industry in India. Indian programmers are at the epicenter of a global boom in the outsourcing of business-software programming, back office and call center services. India now has 60 percent of the offshore information-technology services market, which consultant Gartner estimates is worth $16 billion.
Monday, August 11, 2003
Call center in India on booty hill
The Call Center Industry in India is in the best position to cater the needs of international companies looking to shift their Call Center operations. While the US workforces are protesting against these shifts, Indian is continuously making an upward trend in this context. This is because of the benefits that Indian Call Center industry provides to its clientele. The offer for doing the same job in India compared to US at about 60% margin have attracted major US and European corporate houses to go offshore. The result is the boon in call-centers in India.
Setting up customer interactive call-center was in-thing in developed nations. But to manage cost for this area of business was a tough task for them. With India lifting its ban on Internet Telephony and such relative services, there is a broad horizon ahead of Call-Center Industry in India. The industry has created a niche of itself whereby Call Center is on the rampage for delivering value added, eminence services in the sector.
Saturday, August 09, 2003
Call centers coping with attrition
There is no great surprise left over the fact that India offers outsourcing services job at a very rock-bottom cost. Many corporate firms from the US as well Europe are heading India for call center operations – as Indian contact centers can be instituted for a far lower cost. But the impetus is not merely for cost but also quality advantage that India holds over other countries.
Call centers in India – part of the growing business process outsourcing sector – offers huge proportion of English speaking populace - majorly fresh graduates. Many well-qualified workers turn to call centers as the salary is attractive and the job is seen as a good starting point towards a management position. But the stress that these professional has to cope – to meet western deadlines – is playing its toll. The attrition rate amongst the employees had been very high. Though at the moment Call Center Industry in India is doing phenomenal – the future requires some serious measures to keep the attrition rate down and ensure quality driven services.
Thursday, August 07, 2003
Indian Call Center offers extensive services
Stability in Call Centers or any business can only be predicted under present circumstances viz., economy, growth rate, employment switchover etc. Discussing the presence of Call Centers in India it can be said that there is virtual need for the corporate firms to outsource their back-office operations to find more time for the prospective growth of the companies. As long as India is producing quality professional with good English communication skills and abundance of talent to meet the requirements of the global corporate needs, Call Centers in India will be thriving in coming years.
Call Centers in India not only interact with customers but also provides a wider base for official tasks of inventories, bill handling, web-solutions and various other business requirement proceedings. Customers can call the company offices in shape of call-centers and ask for their requirements, queries and solutions. India provides a perfect platform for call center installation!
Wednesday, August 06, 2003
More growth for Call Centers in India
A case study by US, Florid based Ocwen Financial Corporation, reveals massive exodus of high-level corporate (understood to be white collared jobs) jobs from US to India. India has recently emerged as a most favored destination for outsourcing call center and other relative jobs. This affirms the blossoming of call center industry in India as several giant US companies are continuously shifting their operations in wake to save precious money – they could bank through outsourcing to India.
Call Centers in India provide a highly developed ground for Multinational Corporations by the virtue of highly skilled workforce - and add to it - a very vibrant IT infrastructure. And definitely all this can be achieved at a rock bottom cost as compared to US or Europe. Several top US firms (many from Fortune-500) have their call center operations in India. The list includes major corporate houses like Hewlett-Packard, Microsoft, DELL, American Express, Convergys, GE et al. And as the Call Center industry in India is proving out to be an effective cost saving base – the list will comprise many more renowned firms saving costs and delivering to the splendid economical growth of India.
Tuesday, August 05, 2003
US Jobs to India: Courtesy Call Centers
Ever wondered how the white collared jobs from US are shifting to India! There are several firms from US who have more employees in India than locally. Florida based Ocwen Financial Corporation is employing more manpower in Bangalore (India) than its headquarters in West Palm Beach. The emergence of Call Centers in India is a concrete evidence to understand why there is large-scale migration by the companies from US to India.
Let us consider the Call Center Industry in India. Offshoring to India continues to thrive thanks to the world-class quality that outsourcers are able to source from here. And also because of the profile of employees that a call center in India manages to attract and able to deliver. The Call Center professionals in India are far younger, better educated and Call Center jobs in India are considered as a career of choice as opposed to the west where jobs at call centers are something that people choose as a measure of survival.
Monday, August 04, 2003
Indian Call Center has an edge above others
If anybody asks me - why India is a preferred destination for call center operations – then there is more than one good reason for its justification. The fact is in no hiding that call centers in India are thriving to new heights day-by-day. News deals, agreements, signings, pacts are becoming news for the Indian corporate economy and the media now has a lot to write about. There are some concrete factors helping to build up the significant call center industry in India. Primarily India comprises highly expert and educated manpower that is able to deliver quality services that matches the international standards.
Another advantage that Indian has gained to lure offshore Call Centers is the favorable policy that the Indian Government has set-forth. The government has allowed duty free imports of capital goods and providing tax exemption on export of IT enabled services. Moreover the cost of basic telecom and Internet services had dramatically brought down due to privatization and other factors. This was amongst the single greatest advantage that drove more and more call centers to India. A well-built IT infrastructure proved that Indian advantage was not balanced on any single factor. But above all it is the cost advantage that India enjoys compared to western countries. Opening call center in India helps any western firm saves about one-fifth of the cost they would incur by operating from US or Europe. Majority of offshore BPO sector is bagged by India (around 66%) if the surveys and economical analysis are to consider.
Saturday, August 02, 2003
Imperative growth for Indian Call Centers
The call center services sector had grown drastically during the last decade in US and Europe. Fixing deals through telephones stuck as the cheapest way to covert conversations into business at a rock bottom cost. In the same league Call Centers in India emerged itself to offer call center services at a marginal cost – than what it takes in US. The emergence of Call Center industry in India was the rise of an establishment – that was determined to break down all its competitors.
Call Centers in India were primarily meant to reduce the cost of contact center facility centers actually incurred. But as the call center sector grew the standard of services also went up. The Indian government showed immense interest to lure more business to India by easing levies format and strengthening the existing communication network. This was a bonus and Call Centers industry in India grew manifolds. Today India is notching more than 50% of the offshore outsourcing market proving its dominance in the arena.
Friday, August 01, 2003
Philippine Call Center bought by Hinduja Group
The Indian Call Centers has able to provide quality assured services – making it a force to be reckoned in the international arena. More and more western firms are looking to outsource business from India just to bring down the cost. While call centers in India are on an upsurge several buying and selling of the firms is plying as well. Call centers making profits are eyeing to acquire others to expand their base and bolster their opportunities to tap the ever-growing call center business. Others who are not doing well are happy to find several buyers ready to acquire their facility center.
The Hinduja Group of India into Global Investment, Investment Banking and International Trading has acquired Customer Contact Center Inc. of Benpres Holdings Corp from Philippines. Hinduja Group will now have 100% stake over Customer Contact Center Inc. The deal comes at a time when Indian Call Centers Industry is climbing new horizons.