Call Center Outsourcing Services

Call center services are the favorite resort of many industries wanting cost effective and quality based option for their expanding and extensive needs. Call center outsourcing services have become house hold name for the industries thanks to the capabilities of handling tons of work load, multi-skill sets and diverse domain expertise.

In a recent survey it was revealed that U.S. tops the name of nation that is doing most of the inbound call center or outbound services to outsourcing hubs like India. With the ongoing craze of being global and diverging economies, call centers have become a medium to drive business.

In call centers, quality is the mission and a statement that cannot be compromised. To maintain quality, the agents are regularly monitored and kept under remote surveillance as well. Their 24/7 services help you to be in touch with your customers at any given point of time. The inbound call center services are of great help in answering calls from customers across the world where as outbound call center can help your products to reach in remote place by telemarketing.

Call centers are value driven offshore software models that can increase ROI by cutting down the operational costs. They eliminate delay in product launches by reducing turnaround time. Also, they have been really efficient to enhance the scope and efficiency of services. Echoing with the goals of business objectives, they work as an extension of your business.

Contact center act as a platform for diverse skills, man-power and latest technology resulting in:

Significant cost reduction - up to 70 percent
Reduced time to product launch in market - up to 50 percent

The collaborative approach of marketing and customer services and flexible deliverance models, deep and diverse technology expertise of call centers can be a sure-shot assurance of results. Total customer commitment and quality services are the motto of every customer contact center. Mostly, they are team of young, passionate and energetic professional supervised by experienced leaders and management. To keep the team updated with latest tools, technologies and market insights, regular training and workshop are organized.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of call center outsourcing and inbound call center to help them serve you better.

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Some companies are realizing that their call center staffing processes are not only inefficient, they are also very costly. Many are seeking an alternative and are turning to RPO (Recruitment Process Outsourcing) as an option. Recruitment process outsourcing (RPO) is a growing trend in which companies outsource all or part of their hiring functions to find better-quality people to staff your call center. RPO can be used successfully to fulfill a range of hiring needs for organizations; and is particularly well suited to call centers. Specifically, RPO delivers benefits for call center services that include sourcing higher-quality candidates, improving fill ratios and “show rates”, decreasing turn-over, and reducing hiring costs.

Recruitment Process Outsourcing (RPO) is a form of business process outsourcing (BPO) when an employer outsourcers or transfers all or part of the staffing process to an external service provider.

An RPO engagement can be structured in one of three ways depending on the needs of the company: Enterprise, Selective or Project RPO.

In Enterprise RPO, the partner manages the entire process across all skill categories and all locations. Selective RPO involves managing a subset of locations or a subset of recruiting processes, such as sourcing, screening, interview scheduling or offer letters.
In Project RPO, the RPO provider delivers hires for a one-time hiring project.

In all three scenarios, a dedicated RPO team works directly with the hiring manager to create a tailored program to meet the call center’s specific needs. The team can work on-site at the client’s locations, off-site in its own facility or a combination of the RPO Benefits

Organisations that partner with RPO specialists can realize a range of significant and sustained business benefits, all of which can be measured.

These benefits include--

Securing the best talent: Competition for the most talented individuals is increasing. Organizations need to secure the best people quickly and efficiently to help them build competitive capability.

Cutting recruitment costs: By transforming processes, utilizing best practice, and replacing a fixed cost base with a variable charging structure, RPO can significantly reduce the cost of recruitment.

Removing the administrative burden:RPO providers take on the burden of operational recruitment activities, making organizations free to focus on value-creating and strategic activities.


Delivering higher quality services:There are many stakeholders in a recruitment process; through improving processes and measuring experience and outcome, RPO providers can demonstrate highest quality services.

Mitigating operational risks:Risks come in many forms, and the expert knowledge of an RPO specialist can help organizations mitigate the risks associated with an inability to scale their business operationally to meet changing market demands, and the risks of non-compliance to legislative and regulatory change.

The more sophisticated and experienced RPO providers will also have a system of “forward-looking” analytics to ensure that hiring goals will be met for each “hiring class.” This predictive process analyzes how many candidates are in the pipeline.

How to hire an RPO provider

If you think an RPO partner could measurably improve the quality of your call center hires while containing costs, research several firms and choose carefully. The field is expanding quickly but there is a wide range of experience, knowledge and track record of success/failure. Specifically, you may want to ask potential providers some key questions, including--

How many RPO clients do you have?
How many hires do you support annually?
What experience do you have with call centers? And what types of call centers?
What percentage of your clients is reference able?
Are your recruiters dedicated to one client or do they work on multiple clients at the same time?
Do you have the flexibility to scale up and down as my needs change?
What is your client renewal rate?

As call center recruiting, hiring and retention remains a challenge for many companies, RPO is emerging as an important option. With turnover down. Significantly decreasing costs -- an increasing number of call center and human resources professionals have embraced RPO as an innovative strategy and a smart business decision.

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India has many advantages to its credit for call center outsourcing services. Call centers India have emerged as tremendously successful ally to the companies. The geographical location and diversity of India has actually benefited the outsourcing industry. The number four reasons why business owners come to India are mentioned below:

1) Quality services at low cost
2) Cutting edge technology and unlimited resources
3) Speedy service on 24/7 basis
4) Multi skilled man power with proficiency in foreign languages

Why India?

The call center outsourcing of India are inexpensive not because they compromise in quality. If you observe, they are far better than their outsourcing counterparts. The ideal 24/7 hiatus and vast population of career oriented youngsters with high level of proficiency in English, make India a popular outsourcing destination.

The government policies are also favorable for IT and outsourcing industry. Along with the development of IT parks with state of the art infrastructure facilities,the government has initiated the policy of free export of capital goods and tax exclusion on IT enabled services and ITES export. The favorable spread of internet and telecom facilities, have spurt the growth of call centers of India.

Call center in India provide services under two sections:
1) Inbound call center services
2) Outbound call center services



Services of call center in India include:

1) Click to Talk: This is a facility given by call centers on your website where a visitor can leave his number so that a call center agent can contact him later on convenient time.
2) Seminar Registration: Registering visitors on the behalf of your company.
3) Lead Generation Program: Identifying potential leads and then positive follow up.
4) Customer Service Relationships: Follow up, telemarketing or call answering to resolve their queries or complains.
5) Direct Response: Order taking and appointment setting by managing telephone calls.
6) E-mail Response: Quick and prompt response to customers through e-mails.
7) Help Desk Services: Help desk support for companies
8)IVR: Computer operated touch phone telephone for company to resolve the queries of curious customers
9) Live e-mail and Chat services: A web enabled service in which a call center agent interacts with website visitor
10) Order Processing: This process includes order taking and tracking it till it is delivered.
11) Up and Cross selling services: Selling additional product to customers.
12) Outbound Telemarketing Services: Telemarketing services to promote customers

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services and Call Center Outsourcing.

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