Contact center or call centers as the name suggests are specialized outlets within an organization that deal with the process of placing and answering customer calls, that also includes answering customer queries and contacting existing and prospective customers through email, fax, telephone or any other communication devices.
In the recent years call centers have made major news headlines when companies started outsourcing their call center operations offshore resulting in visible job losses in US and UK. Industry leaders claim this step as a measure to provide better and round the clock customer service to customers and as a means of providing them with cheaper and innovative products and services; a claim most of the citizens are cynical about.
Customer service outsourcing scenario Most third world nations like Philippines and India have benefited immensely from the call center outsourcing boom. As more and more countries like China, Mexico and Ireland are entering the competition countries such as India and Philippines have started improvising on their call center business by developing infrastructure, providing better service and improving communication facilities.
As of now India leads the call center market with over 100 call centers and more than 300,000 agents against Philippines which has more than 20 call centers and around 10,000 agents. The competition is getting tougher with countries like China starting to provide English language training to high school candidates in order to cash in on the lucrative call center market. Even lesser know countries in the outsourcing arena like Malaysia and Indonesia are also stepping up efforts to capture a share of the booming call center market.
BPO Companies in India As the BPO boom grows relatively unheard offshore outsourcing destinations like Pune, and Kolkata in subcontinent India are rising to fame with the state governments starting to spend money in developing the infrastructures and formulating friendlier taxes and other legal norms. Most BPO companies in the Indian Subcontinent are quality certified from leading quality firms like ISO 9000, CMM etc and have access to high tech technologies and infrastructure.
Sure enough companies like IBM, Microsoft, Oracle, Cisco, Prudential, Hewlett Packard, ATT Wireless, Dell and many more consider India to be their first choice as an offshore contact center outsourcing destination.
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Contact center or call centers as the name suggests are specialized outlets within an organization that deal with the process of placing and answering customer calls, that also includes answering customer queries and contacting existing and prospective customers through email, fax, telephone or any other communication devices.In the recent years call centers have made major news headlines when companies started outsourcing their call center operations offshore resulting in visible job losses in US and UK. Industry leaders claim this step as a measure to provide better and round the clock customer service to customers and as a means of providing them with cheaper and innovative products and services; a claim most of the citizens are cynical about.
Customer service outsourcing scenario
Most third world nations like Philippines and India have benefited immensely from the call center outsourcing boom. As more and more countries like China, Mexico and Ireland are entering the competition countries such as India and Philippines have started improvising on their call center business by developing infrastructure, providing better service and improving communication facilities.
As of now India leads the call center market with over 100 call centers and more than 300,000 agents against Philippines which has more than 20 call centers and around 10,000 agents. The competition is getting tougher with countries like China starting to provide English language training to high school candidates in order to cash in on the lucrative call center market. Even lesser know countries in the outsourcing arena like Malaysia and Indonesia are also stepping up efforts to capture a share of the booming call center market.
BPO Companies in India
As the BPO boom grows relatively unheard offshore outsourcing destinations like Pune, and Kolkata in subcontinent India are rising to fame with the state governments starting to spend money in developing the infrastructures and formulating friendlier taxes and other legal norms. Most BPO companies in the Indian Subcontinent are quality certified from leading quality firms like ISO 9000, CMM etc and have access to high tech technologies and infrastructure.
Sure enough companies like IBM, Microsoft, Oracle, Cisco, Prudential, Hewlett Packard, ATT Wireless, Dell and many more consider India to be their first choice as an offshore contact center outsourcing destination.
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