Choosing the Right Call Center Outsourcing Partner

Choosing Right Call Center Outsourcing Partner

India has emerged as the favorite destination for Business process outsourcing or BPO as it is commonly known. According to a NASSCOM (the trade body of the IT and BPO industries) estimate, the market is bound to grow to nearly $20 billion by 2008. The BPO industry covers a gamut of services ranging from transaction processing to the bread and butter "call center services". In this context, it becomes imperative to choose the right call center outsourcing partner for your business.

Factors to be considered while choosing a call center outsourcing partner

If you are not a transnational company that typically sets up it's own captive unit, you should consider some factors before you choose a partner for your Call Center Services in India.

First, you should look at the vendor's center outsourcing capabilities. This is a matrix of capabilities that includes the inbound and outbound call center setup.
This requires a skilled workforce that is accent neutral and attuned to global business practices. The vendor should also be in a position to retain talent in these days where the BPO industry is beset with high rates of attrition.
Next, the vendor should have the infrastructure needed for providing BPO services that includes - but is not limited to - physical location, transportation needs of the employees, network and bandwidth requirements.
By hiring an outsourcing partner, you should reap the rewards of reduced transactional costs without compromising on quality of the call center services. This can only be ensured by vendor who is reliable and has a track record of customer satisfaction, if not, of delight.

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The different types of call center outsourcing providers

Among the providers of call center outsourcing services, there are the Inbound Call Center Services and the Outbound Call Center Services categories.

You should choose an outsourcing partner who has considerable business expertise in either or both of the types for you to gain a competitive edge. There is different skill sets needed for each with an emphasis on accent neutralization in the former whereas a telemarketing expertise in needed in case of outbound call center operations.

In the case of Outbound Telemarketing Services, it is a volume business and you should choose a service provider who adds value to an otherwise thin margin business.

Outsource call center services to India

There is a strong need to validate the capabilities of the management of the outsourcing partner before you decide to hire them.

This is relevant as there are several fly by night operators and you may want to evaluate the management profiles of your offshore call center services provider before committing to a particular service provider.

Finally, Call centers in India are thriving due to the availability of a huge pool of workers who are fluent in English and conversant with the global business practices.

You have to consider the factors listed above along with a preliminary proof of concept exercise to choose your call center outsourcing partner. A certain amount of due diligence is expected before you make your choice.