For enterprises across the globe, call centre operations have become an integral part of their overall strategy. More than 46% are switching from traditional outside sales to inside sales operations. A call centre operation is one of the most crucial divisions of any organization, whether it is in-house or outsourced. India has a reputation for delivering high-quality outsourcing services all over the globe. 

Before we move on to understand why businesses must outsource to Indian Call Center, let’s first discuss what call centre services are!

What are call centre services?

Call centres are the departments, which receives customers’ phone calls. Call centres can handle both inbound and outbound calls. These services have become a vital part of all major industries that include airline, healthcare, manufacturing, retail, etc. 

There are four major types of call centres:

In-house Call centre- An in-house call centre requires a company to manage every aspect, from personnel to infrastructure. It is a huge investment, and the company should have a huge contingency fund just in case anything unexpected occurs.

Outsourced Call centre- In most cases, companies hire third parties to manage their calls, eliminating the expense of hiring and training call centre agents, as well as investing in and upgrading call centre technology.

Offshore Call centre- The practice of outsourcing some business functions (Outsourcing) to an external organization that operates in a country other than where the products or services are produced is known as offshore outsourcing.

Virtual Call centre- The virtual call centre (VCC) is a technology that enables customer service agents who are dispersed geographically to work from a single location instead of working in a physical location.

Why must businesses outsource Call Centre Services to India? 

Cut down cost- If you outsource your call centre services, you reduce a huge chunk of operating costs. To set up a call centre in-house, you would need to invest significantly in infrastructure, facilities, equipment, staff, overheads, and so forth. 

According to industry experts, outsourcing call centre operations to an external location can reduce operational costs by as much as 50%. This is because the costs can be spread over several vendors who can use flexible pricing models.

Access to the skilled workforce- Universities in India are known for producing highly educated workers every year. Each year, around 5 million English-speaking graduates come out of India, as well as nearly 200,000 IT graduates. It provides a competitive advantage for call centre operations. 

Round-the-clock support- Outsourcing your call centre operations makes sense when your operations and customers are outside of your time zone. India, with a 12-hour time difference from European and North American time zones, is an ideal destination for providing after-hours support for many European and North American businesses.

In many cases, offering round-the-clock customer service within a business will not be feasible. Outsourcing your call centre services to India, however, can give your business global 24/7 coverage for your customers.

Experienced outsourcing destination- The report indicates that India remains the number one destination for offshore multi-location outsourcing strategy. Indian call centres have been providing high-quality services for more than 20 years, and only they have such experience in this area.

India offers quality call centre services, but also research, engineering, and product development in the form of complex analytical services. It is because of this holistic approach to outsourcing service that India is among the top destinations for call centre outsourcing.

How to find a reliable Call Centre Service Provider in India? 

To get successful results, you must outsource to an Indian call centre service provider who is reliable and trusted. You must also keep in mind that the service provider you are hiring has adequate experience. They must have the skills to meet your requirements with perfection. 

Make sure that you check the feedback received from the client and the projects they have handled previously. Doing this will help you hire the best call centre service provider. Hiring the right service provider would ensure that they meet your business requirements successfully. 

So wait no more and find a reliable call centre services provider to take your business to new heights. Also, do some analysis and understand your requirements before you hire any service provider.