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Importance of Call Center Outsourcing

Several organizations have, in recent years, outsourced their call center services so that their focus on core business practices isn’t hampered. The organizations can therefore concentrate on their

business activities and leave call center operations to external service providers.

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24 Hour, Round-the-Clock, Service Provision

Call center outsourcing also benefits an organization by providing a twenty four hour service. This allows the business to run its

operations without interruptions. A call center service provider that only focuses on providing customer support and helpdesk services round-the-clock means the business can be conducted

beyond working hours.

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Factors Considered While Choosing Demographics

While choosing demographics, organizations look for locations that can effectively take care of customer requests and, at the same

time, provide better customer experience. An organization can focus on its core business activities by

adopting call center outsourcing. Organizations can thereby seek the services of external vendors for adding credibility to their

reputation.

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Why Organizations Favour India

India offers more call center services than any other Asian country, including China, Philippines and Malaysia. Global

organizations looking to outsource their call center services seek a demographic that has qualified workforce in addition to cost effective services. Companies with call centers in India have

fared extremely well in their businesses.

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Contribution of Indian Govt. in Making India a Hotspot of Call Center Outsourcing

The Indian government has supported organisations who seek to outsource their call center operations to India. With a smooth duty free import of

capital goods and well-developed infrastructure with respect to transport, communications services and broadband computing, India has become a

global hotspot for call center outsourcing owing to the tremendous growth it has achieved in recent years.

The Indian government has also done a lot by investing billions of dollars to enhance the facilities provided by call centers in India. As a result,

international organisations have shown keen interest in outsourcing their call center operations to India.

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Unburdening Oneself off Managerial Tasks

As difficult it is to manage one’s own call center operations, it is equally tougher to conduct the managerial tasks of recruiting,

training and handling a team of call center executives. By outsourcing call center services to India, organisations can free

themselves from these managerial tasks.

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Providing Quality Services at Reduced Costs

Another area where India, through its call center services, has set itself apart from other contending nations is providing quality customer care

at a significantly reduced cost, thereby expanding profit margins for the organisations. Costs incurred by the organisations are substantially

lowered in terms of taxes, and labour and production costs.

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Familiarity with Global Trends

As a nation that houses several cultures, India has been able to adapt to global trends; which certainly gives it an edge over other Asian countries. This way call centers in India

can offer a better customer experience owing to its familiarity with what’s hot and what’s not on the

international front.

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Services Provided by Call Centers in India

Businesses that have chosen to outsource their call center services to India belong to a range of industries; most common

of them include information technology, manufacturing and customer support. Both inbound and outbound services are

provided by call centers in India, in addition to disaster recovery and technical support services.

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Risk-Sharing: The Essentiality of any Organization

Through call center outsourcing, organisations can benefit from risk-sharing. Some, if not all, accountability can be shifted to the company

providing cell center services, unburdening the organisation and giving it relatively lesser reasons to worry about. As the vendor

chosen will be a specialist in the field (the organisation wouldn’t want to hire a company that delivers anything lower than that), there will

be a better handling of risk-mitigating factors.

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Advantage of Time Difference

India benefits from the time difference it shares with the United States; which organisations can use to their advantage for

providing seamless provision of customer service.

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Indian Call Centers: Packed with the Latest in Technology

Lastly, but no less in importance, call centers in India are equipped with the latest technology in terms of

communication systems, recording facilities and data transfers.

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