Call Center In India - Call Center Industry in India
Tuesday, February 08, 2005
 
Call Center India -- ‘Price’ matters in Call Center biz

In a virtual race to clock huge growth rates and increase headcount till now, Indian
Call Centers are finally looking at the big picture -- Price.
The bigger Call Centers are finally putting their foot down and saying no to business if it doesn’t come at the right price or are simply not big enough.

Today, pure logic seems to be the name of the game in the
Call Center Industry as, the vendors are busy chalking out a systematic program that monitors every decision ranging from -- The kind of work they should not do to the Kind of deals to sign and how much commitment in terms of volume or time-period should be insisted up on.
“When you create value and assure them that you’ll consistently outperform their best global center by 10% of more, then they don’t argue with you for a few cents and dollars.’’ says S Nagarajan, founder and COO, 24x7.

Furthermore, A Delhi-based
Call Center recently said no to a large American company because it wanted to outsource only for six months and a Bangalore-based company said no to low pricing.

On the other side, desperate players have been offering what many call suicidal pricing to fill up their orders books and unutilized capacities. Prices have dipped by 50% to 60% of even more in the last three years to about $10 an hour and sometimes as low as $5 per hour.
You can expect the pricing to move up.
Call Center majors are already talking about some kind of volume commitments for a specified time-period or volume of business,’’ agrees Sunil Mehta, Vice-president, Nasscom. Maintaining quality standards is not easy either, if you are offering services at rock-bottom prices, he adds.
Though prices are yet to see a big jump, but at least these
Call Centers are refusing to undercut beyond a point. To sum it up, Getting contracts from global bigwigs is not the only point here. In the end if there's a good price, vendors can expect quality work.
Priyanka. S

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