The Ins And Outs Of Indian Outbound Call Centers

The Ins And Outs Of Indian Outbound Call Centers

Offshore Outsourcing Growth

Offshore outsourcing to labor intensive markets like India, China, Philippines and lately the North African region with relatively competitive labor wage rates, is most evidently justified for long term projects that span several years and stipulate operation and human scalability. Only in such scenarios that offshore economies of scale can leverage the costs incurred as a result of high travel, labor training and project management, which are common costs, associated with offshore development models. However, cost is not the only driver to offshore outsourcing, it is the hunt after scalable pools of talents and skill sets is what has been fueling the off shoring industry.

The onshoring model on the other hand contends on services that can not lend itself to offshoring, due to the sensitivity and/or complexity of the service components. Additionally there are the small to medium scale projects that an offshore model does not represent an added dollar value to it. The Government agencies are also another sector that has rising needs to outsource certain functions in an effort to elevate national service levels as well liberate resources to focus on core functions, yet are not able to offshore.

The cost benefits from the onshore delivery model more specifically in the U.S, are to further increase, after the US broadband stimulus adopted by President Obama administration early this year. So instead of setting up a contact center facility in New York or Washington DC where the cost of living is quite high, a contact center facility can be relocated to a rural area of Iowa for instance that was initially under served by broadband prior to the broadband stimulus program.

From a BPO service provider perspective, research analysts firms like Gartner and IDC are vying the sustainability of the pervasive offshore outsourcing models that rests on a "labor intensive" approach. With the continuous boom of technology platforms that automate and merge processes the conventional outsourcing model could lead to futile human capital and scalability could reach a point of serious glitch. This reinforces the significance of creating “Global Service Delivery Models” that utilize geographies and technologies as well, mitigating the risk of reaching a complete halt of service delivery as technologies advancements abate the cost and human scalability factors.

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Outbound Call Center Services India for your products or services

India has become an ideal location for outsourcing business because the same services with the same level of quality are offered in India for a much lower cost as compared to other countries. It saves hidden cost like training, overheads and saves infrastructure cost which can eat up your investment. Organizations don’t have to spend on setting up the right kind of technology and later maintaining it.


The advantage of outsourcing in India is that as it has a large number of manpower which is educated and is fluent in English and other other languages . People work for lesser salary in comparison to European countries and are more hardworking. Due to this , India is becoming a hub of outsourcing business - availability of skilled labor is getting easier day by day.


Outsourcing is beneficial for the organizations as it is cost effective and the energy of business can be directed at the competencies of a particular business. It is also beneficial in terms of making more efficient use of labor, capital, technology and resources.


An outbound call center is a centralized office where numerous agents call to the potential customers for your products or services. Lead generation, sales generations, account collection, raising funds and political and community initiatives are some of the services offered by an outbound call center.


Outbound call centers provide services, which are outbound in nature, like providing telemarketing or appointment filling services. The following is some of the outbound call center services that can be outsourced to India:


* Market Intelligent

* Lead Generation

* Database Selling

* Appointment Selling

* Direct Mail Follow Up

* Debt Collection Services

* Product Promotions

* Customer Satisfaction Research Surveys

* Business to Business Telemarketing

* Business to Consumer Telemark

* E-mail and Chat Support Services


Outbound call center services India have specialization in Appointment Scheduling, lead Generation, Research Surveys, Debt Collection, Credit card verification, Telemarketing call center. Our Inbound call center services offers Order Taking Services, Call Center Technical support, Customer Service, Help Desk & Answering service.

Outbound call centers hold a vital place in a call center / telemarketing business because of its evolution services like B2C outbound calling, outbound customer service, outbound call management, B2C outbound telemarketing services, quality outbound call, B2C outbound voip services, outbound marketing, virtual Call Center services, B2C outbound sales, outbound telesales services, B2C outbound telemarketing services, Outbound dialer services, Offshore outsourcing B2C Outbound call services, evolution telemarketing services, Outbound logistics, quality B2C outbound call solutions, telemarketing services in India.

Monitoring the results your outbound call center provides is an important aspect in selecting the outbound call center most capable of handling your needs. Our software systems permit you to immediately access online program results and shadow-monitor the performance of all your designated agents from a remote location.


Call Centers India (CCI) is a CISCO funded company with over 20 years of combined call centers experience. It provides 99% up time with World's best call center technology and offers call centers services, Inbound Outbound Call Center Services, Product Promotion and Appointment Scheduling, with 100% customer satisfaction. Your feed back comment and suggestions will be highly appreciated at callyparkar123@gmail.com

Outbound Call Center Services Outsourcing – It Really Help

Why the outbound call center services outsourcing projects have failed to achieve the desired results. The success rate of outbound call center services outsourcing may be well above the 90% mark, but since there is always the chance of Murphy's Law taking control of things, businesses need to be a bit more careful while making plans about choosing call center outsourcing services. Here's what most businesses can do to ensure that outbound call center services outsourcing really helps them generate potential leads and achieve other predetermined goals and objectives.

Carry out a detailed feasibility study

The entire set of business processes cannot be outsourced and what is even more important for businesses to know is that not all processes will prove successful or deliver the same results when outsourced. The same applies to outbound call center services outsourcing and that's why businesses need to carry out a detailed feasibility study. Before actually starting out on their outsourcing plans, businesses need to identify processes that will fit snugly within the basic framework of outbound call center services outsourcing. Once that is done, it will become easier for both the business and the outbound call center services outsourcing provider to achieve the targeted goals.

Clearly communicate needs and requirements

To ensure that improper communications do not hamper outbound call center services outsourcing projects, businesses need to convey their needs and requirements in very precise terms to the selected call center outsourcing services provider. If possible, such communications should cover everyone from the top to the bottom of the organizational hierarchy in order to ensure that all those managing call center operations from offshore locations are well aware of what's expected from them.

Monitor ongoing activity and analyze results

The outbound call center services outsourcing provider will certainly work hard to achieve the desired results, but that does not free businesses from their own responsibilities. One of the most crucial responsibilities is to monitor ongoing activity and analyze results and businesses should never forget that even when they might have selected the best available outbound call center services outsourcing provider. It will help businesses take timely action in case there is an adverse mismatch between defined goals and actual results achieved.

As such, the right answer to the initial question would be that outbound call center services outsourcing will be helpful when both the business and outsourcing service provider follow prescribed guidelines and work as partners to achieve common goals and objectives.

Contact Center Outsourcing - Key To Organizational Success

Contact centers are that vital communication link between businesses and their customers and even though an in-house facility may satisfy basic needs and requirements, it is always better to choose contact center outsourcing services, preferably rendered by an offshore outsourcing company. The main reason is that an offshore outsourcing company will make it easier for businesses to derive essential benefits such as cost savings. Some of the best outsourcing companies have their operations based in developing countries such as India, where operational costs are naturally lower as compared to that of developed countries such as the US and the UK. India's outsourcing companies are thus in a better position to achieve, sustain and deliver the desired cost savings.

Apart from cost savings, outsourcing companies also deliver many other benefits such as process optimization, efficiency improvements and value additions. The best part is that all of these can be achieved and delivered without compromising on the quality of offered contact center services. Customer satisfaction can thus be maximized with the least possible costs and efforts. Once that is achieved, businesses can look forward to creating business competencies that have become a necessity for ensuring both success and survival in today's age of Globalization.

In most cases, hiring offshore contact center services certainly helps achieve the targeted goals and objectives. However, since success depends a lot on the actual performance, it would be better if businesses check out the track record of available outsourcing companies. The stakes are often high and it would be wise to hire the services of the best available contact center outsourcing company.

Outsourced call centers: Is money the only motivator?

Like any profit-driven company, Largo, Md.-based Liberty Wireless wanted to cut costs when it elected to outsource its contact center. But, as surprising as it may sound, improved customer service was also a motivator for sending work outside the company.

"It was more than just cost," said Don Charlton, Liberty's president. "We thought we could get a better level of service for what we were paying."

Liberty divided up its call center work. It outsourced call center functions like call routing, interactive voice response (IVR) and automatic bill payment to Mountain View, Calif.-based BeVocal Inc., a managed call automation provider. Agents man Liberty's call center from the Philippines, a country expected to triple its contact center capacity this year to 60,000 seats.

"In certain instances it makes sense to have [the call center] all in one shop, but it also makes sense not to be dependent on one provider [for] too many core functions," Charlton said. For instance, having different providers for IVR and the call center prevents the outsourcer from steering more traffic to live agents, where it makes more money.

While it's still too early in the outsourcing process for Liberty to calculate the benefits, the company hopes to cut its call center costs in half and improve service. Still, not everyone buys the argument that outsourcing is good for service.

"You're kidding, right?" said John Ragsdale, research director with Cambridge, Mass.-based Forrester Research. "I would still say the driving force [for outsourcing] is cost cutting."

In fact, a 2002 Datamonitor study found that a 150-seat call center that costs $5.6 million to run annually in the U.S. costs just $2.2 million when operated in India.

Yet, some companies turn to outsourcing as an easy fix. Ragsdale said that many companies that outsource do a poor job of monitoring customer service internally. An outsourcer may be able to reduce the average answer speed or cut down on call times, but often customers are more interested in getting an agent that speaks fluent English and having their problem resolved on the first call.

High-volume call centers often find it beneficial to turn to outsourcers to handle their overflow, according to Ragsdale. For instance, they keep calls requiring a great deal of training in-house and outsource simpler inquiries, where expertise is less important.

Convergys Corp., a Cincinnati-based contact center outsourced provider, said outsourcing's savings are so significant that high-level executives are increasingly involved in the decision to offload the work. And it insists that cost cutting isn't the only reason to do so.

"We believe we can increase things such as first-call resolution and customer satisfaction," said Bill Rieke, director of Convergys' customer management group. "We can reduce your cost by reengineering some of the process flow."

Rieke said his customers are focused more than ever on improving service and have placed a greater emphasis on strategic metrics to track gains.

If companies are sold on outsourcing, Ragsdale recommends that they identify service levels early on and include them in the contract. He said it's wise to begin with outsourcing peak volume to determine the outsourcer's service level.

"The key is all in the contract," Ragsdale said. "There's a huge amount of work you have to do. It's understanding the current service level, the current customer experience and working with the outsourcer, making sure they can meet those demands."

Outsourced call centers maintain growth

The North American market for outsourced customer service operations is expected to continue along a steady growth path, according to recent research by Frost & Sullivan Inc.

The San Antonio-based research and consulting firm states that the market reached $19.5 billion in revenues in 2005 and is likely to reach $20.1 billion by 2012. Call center agent attrition, companies' continuing to adjust to the Do Not Call legislation, and greater specialization by North American outsourcers are driving the market, according to Michael DeSalles, Frost & Sullivan's industry analyst for the communications practice.

"Call centers are the tip of spear. In a lot of places, it's the only place [the] customer touches the company," DeSalles said. "For some companies, they find that's not their core competency, that's for someone else. An outsourcer can do it cheaper or better. If you're not doing a good job or at least on par with companies with good contact centers, you're at a competitive disadvantage."


Also, the backlash by North American consumers over jobs sent overseas is helping to bolster the on-shore and near-shore outsourcing markets.

The market for North American customer service outsourcing is a fragmented one, with literally thousands of providers. According to Frost & Sullivan, however, it is dominated by fewer than a dozen major, global outsourcers.

The market is growing, but outsourcers are also under increasing pressure to do more than just increase efficiencies. Clients expect outsourced call centers to improve retention, and loyalty as well.

"The way to measure that is not by handle time, which was the prevailing metric," DeSalles said. "Now we're looking at first-call resolution."

Outsourcers are also conducting post-call surveys, measuring the number of transfer calls and up-selling and cross-selling.

Consolidation in the market has also provided companies with the ability to mix and match their outsourced call center needs, using some offshore, some near-shore and some internal resources. The growth of work-at-home agents, who can access CRM systems through Web-based interfaces and phone systems through Voice over Internet Protocol, is also providing outsourcers with a greater talent pool, while reducing facility costs.