Call Center Outsourcing Services

Indian BPO services have been admired, appreciated and have the credit of fastest emerging outsourcing services. India has been named as popular and trustworthy outsourcing hubs thanks to low business risks, higher competency and low infrastructure costs. Offshore call centers of India deploy manpower that is low in wages but highly skillful and also technically strong. The developing economy and supportive government policies have increased the worth of Indian call center outsourcing services.

The services provided by call center outsourcing services are:

1.Product launching Campaigns:Outsourcing services can be the right step to launch a product as their telemarketing and callings services can help you to reach masses at even remote places. Call center outsourcing services can also reduce the turnaround time of launching new products as by allowing you and your in-house team to concentrate on core functioning needs of business rather than spending time on time consuming management needs.

2.Sales: The tele-sales team can help you to generate qualified leads, setting and scheduling appointments with them and thus, ensuring good leads in the process. With the team you can also plan sales framework for the products.

3.Telemarketing: This outbound telemarketing services of call center can bring an awareness about your product and increase its visibility in the market. Good telemarketing services can enhance the brand esteem and value in the market.

4.Research and Surveys: Surveys are conducted under the aegis of expert guidance to map the layout of products and services. Research can also be carried out to understand the interest of market.

5.Order Processing: This includes order taking, order tracking and order dispatch services.

6.Life-cycle Management: Call center services are holistic and can be hired for the entire product development cycle.

7.Sales Conversion: Their telemarketing and sales support provide solid spur in sales. Also, you can see the conversion rates and witness it with the performance track sheet provided by call center on weekly basis.

8.24/7 Services: The Indian call centers have unlimited advantage of ideal 12 hours gap. That is why they have been able to provide services on 24/7 @ 365 days.

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

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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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Customer services have become an integral and inseparable part of any organization. Every company has shifted its focus to cater the needs and expectations of customer to ensure the smooth flow of its business. In this economically unstable times and high volatile competitive market, inbound call centers services of call center have been able to create mileposts because of this sudden inclination towards customer satisfaction. Many countries are now called as the call center outsourcing countries. However, among of them call centers in India have surpassed the expectation in terms of cost effectiveness, quality oriented services and skilled resources.

Call Centers of India deploy large resources of advanced technology and state- of –the art infrastructure. The vast population of English speaking graduates, compliant rules of outsourcing of government and world class telecom infrastructure come as an added advantage. Working as call center agents they answer your call promptly, efficiently and in professional manner.

With inbound call center services you do not have to worry about missing even a single call. The inbound customer services are there working for you to help your customers on 24/7 basis.

The inbound call center services of call centers in India benefits you by:
1) Providing increased sales
2) Increasing Profitability
3) Reducing costs of each process
4) Enhancing Productivity
5) Generating potential leads
6) Increasing customer satisfaction by skilled customer support executive
7) Generating Qualified lead
8) By improving market coverage
9) Reducing the turnaround time
10) Accelerating market response

Services provided by call centers in India have leveraged organization success and added dynamics to its behavior. The flawlessness and positive eagerness of customer support executives to support customers have made them a mandatory part of any organization.

Inbound call center services mainly consist of
• Phone answering services
• Additional services of up-selling & cross-selling
• Claims and order processing services
• Product information services
• Healthcare answering services
• IVR
• Virtual Receptionist Support

Outsourcing your inbound customer support to India helps you to attain goals and objectives of the organization. Their services maximize your return on investments and increase the database of customers.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call center outsourcing 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 center.



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“A leader is one who knows the way, goes the way, and shows the way”.

The above saying stands true in every case of leadership and when it comes to call center leadership, the relevancy and importance of call center. A leader navigates his team through all the odds of call handlings, beat their stress with his motivational way and tell them how to achieve results and success.



Most importantly, a call center leader is DRIVER of the Performance of his team. A call center leader can infuse positivity, work enthusiasm, team spirit or passion towards work or can be cause of negativity, lack of interest towards work. He can bind his teams together or can contribute in much worried about attrition rates. He can bring great recognition and rewards for the team.

Call center services providers have tough shifts and odd work-timings. A call center leader should create opportunities for the agents to vent out their stress and pressure for a better work environment. He should be accessible whenever he is needed for guidance and help by them.

A team leader may not be an expert but should be a motivator. He should know the true potential and capabilities of his agents as a team and on an individual basis and try to enhance them. He is a supporting pillar of the team and guiding light and should be positive in every situation of bliss and adversity.

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Call centers have become a craze among youngster. One could find a teenager to mid level professional working at call centers but as they say all that glitter is not gold, call center jobs could be lucrative and cumbersome at the same time.

The business process outsourcing industry mostly caters solution to numerous service related sectors such as airlines, pharmaceuticals, credit card companies, dentists, cellular service companies and cable and internet providers. Call center could provide inbound call centre services or outbound. In outbound process, an agent has to call a potential customer and inform him about the knowhow of a product whereas inbound services deal with incoming calls, emails or SMS services related to a product or services. An outbound call center job could be tediously repetitious owing to the nature of job. The life at inbound BPO is challenging and demands much more attention and presence of mind. An agent has no idea of question; query or feedback a caller would talk about next. The process timings of contact centers are 24/7. Calling people with the same script, resolving their issues regarding a product and working at a 12 hours gap can drain out a person mentally, socially and physically. Therefore, a time to time rigorous training is conducted for them by their supervisors. Motivation camps, entertainment games, fun meetings are scheduled on a regular basis by the management.

BPO industry is known for their hospitality towards their employees and clients. For clients they save labor, costs and time while providing each and every facility to their staffs. Be it free lunch, a pick and drop facility, internal promotions on performance levels, in house gym or other entertainment facilities. Even if you are working as back office staff or an agent or in IT department of call centers, this job requires sitting and speaking for long hours and schedules. Moreover, customers can be really unpredictable. One needs to be really patient and polite while answering them.

The good news is that call centers hires people who are fresh, inexperienced and good in English. The starting salaries may vary but agents get hike very quickly on the basis of their performance. The compensation per project is also very hefty. So, with a job as an agent, one could be assure of financial security.

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Have you ever tried calling a help desk? If you did, you may think that the help desk is located within the company’s building. However, because of the availability of high-speed internet access, chances are, you are probably calling a call center building located half way around the world.

A call center is a kind of outsourcing company that companies in the United States are hiring in order to save a lot of money. It is a fact that setting up an in-house call center can prove to be costly. However, you will need to set up a call center in order for your clients to reach your company regarding their inquiries and complaints. If you don’t have a call center, your company will find it hard to communicate with your clients.

Therefore, outsourcing a call center is the answer to your problems. Because of the advancement in the internet, it is now possible for companies to hire call center companies or outsourcing companies outside the country. Companies do this in order to communicate with their clients more efficiently.

Outsourced call centers are cheaper in developing countries because the labor is relatively cheap compared to developed countries. There are also plenty skilled workers in developing countries with limited jobs. So, call centers are one of the best choices for professionals in other countries. This particular job is preferred by a lot of people in other countries because of the high amount of salary which is above their minimum wage.

However, before you hire an outsourced call center for your company, you should first consider the fact that not all call centers are equal in terms of quality and the amount of money they charge. Here are some of the things you should look for in order to get your money’s worth:

• Amount of calls answered – A good call center should be able to handle large amounts of calls in a single day. Ask the call center on how many average calls they can handle in a single day.

• Average call waiting time – Find out about the average waiting time before a client can be connected to a call center agent. The shorter time they wait the better.

• Average call time – It is also important to find out about the average time a call center agent spends in a single caller. It is important to keep the calls as short as possible in order to entertain more clients.

• Professionalism of call center agents – Try calling the call center and find out if the call center agents they hire is competent enough when handling calls. Call centers are subjected to frustrated callers and agents are prone to be emotionally and physically stressed out. You should find out how call center agents handle the calls and if the information they give you is sufficient and effective. Language skills should also be considered in a call center agent. If they are unable to speak straight, then that call center is considered as incompetent.

These are the things that you should find out about a particular call center. Once you hired an outsourced call center, you should frequently make calls in order to find out if they are indeed doing their job. Outsourced call centers is a great way to save money. If you need a call center for inbound and outbound calls, outsourcing it is a great solution in order to save a lot of money.

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Call centers are mainly categorized into two types: inbound and outbound call center according to the services they are serving to the customer. A Call center is basically an office where customer service representatives attend inbound calls of customer regarding queries and information fulfillment, and where outbound calls to potential customers and clients are made.

Inbound call centers are becoming increasingly popular across all size of organization these days. Inbound Call centers play an important role in most modern companies, as customers are the main asset of any successful organization and these call center fulfill the need of customers to create a strong link between a company and its customers.

Inbound customer service representatives who are well trained to handle customer support, information inquiries, and technical help desk calls and keep you connect with your potential customer to succeed in such competitive business environment.

Nowadays, Inbound call centers are fully equipped with the latest call center technology and best infrastructure. And competent customer service representatives are also very critical to the success of any inbound call center. The well trained and highly educated customer care executives are better understand what exactly customer looking for and come with exact information with very efficient and friendly way.

One of the priorities of the business of inbound call center is the technical help desk support and customer care support. The second major division of inbound call center is order processing. Many well-known companies are working with large call centers, which are spread nationwide and ensure that the orders are actually 24 hours a day and 365 days a year is achievable.

Outsourcing Inbound call center services is one of the powerful business model which help business owner to transfers the responsibility of one or more company's functions like customer care support, back office support, technical help desk and chat/email support to reliable and expert source that allows the business owner to focus core business area of company.

James Mcguire is an associate editor of Call Centers India Inc. (CCI). CCI is a CISCO funded company with over 20 years of combined call centers experience and offering offshore call center services including call centers inbound services, customer Support, Back Office Support, technical helpdesk support, Chat, mail, SMS support services and much more.

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