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.
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.
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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.
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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.
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