Call Center Outsourcing

A call center also known as "customer care center", "contact center", "multimedia access center" or "service bureau" is a physical location where calls are placed, or received, in high volumes. This can be for the purpose of sales, marketing, telemarketing, customer service, technical support or specialized business activity.

A call center can be one or all of the following:-

  • a huge telemarketing center
  • a tele-servicing center
  • a help desk
  • a service bureau that uses its large capacity to serve lots of companies
  • a reservation center for airlines or hotels
  • a catalog retailer
  • an e-tailing center
  • an e-commerce transaction center
  • fund-raising and collection organization.

Call centers have now evolved to become sophisticated business enterprises. A typical call center works 24x7 with agents working in shifts. It could be a micro-center with 5-10 seats, or a huge set-up with 2,000 seats. India is one of the leading markets for Call center outsourcing.

Call center outsourcing is proving to be one of the most successful ways to acvieve cost advantage over the competitors. After outsourcing call center work to lower cost locations like India, many Fortune 500 companies have improved cost effectiveness by upto 50 percent! In addition they have improved the quality of their customer support and satisfaction.

However, this service also carries some risk with it. Some of them are:

  • Security: Although most call center outsourcing companies have powerful information security and encoding, preventing information theft during data transfer is never completely fool proof. If your company is working with very sensitive information, shop around for a call center outsourcing company that has security you understand and feel comfortable with. For extremely sensitive information, it may be wisest to do data collection and gathering in-house.
  • Complex/Sensitive Material: For material that requires special care because of complicated or sensitive steps, call center outsourcing may not be the best option. Asking outsourcing agents to demonstrate their ability to successfully fulfill a task may be necessary before signing a contract.
  • Legalities: Laws and regulations regarding call center outsourcing vary from region to region and country to country. Payment, job content and more may be subject to policy and regulations that you are unaware of. Be sure to become familiar with the laws and customs unique to your line of work and location.

If anyone opts for this service, he will have three options in his hand. They are:

  • Captive Facilities.It provides the greatest savings and control. However, it is often the most difficult and takes the longest.
  • Third-party. This option reduces the risk and time of setting up operations - but it also reduces cost savings.
  • Outsourcing Joint Ventures. This is the third option. A recent innovative Joint Venture arrangement is Build, Operate and Transfer (BOT). Under this model, an Indian company helps set up the Indian operations that the Joint Venture partner has the option to eventually take over. This benefits both parties. It enables the foreign company to get its operations up and running quickly, while guaranteeing a takeover option. And it gives the Indian company the references and credibility to become an established player. BOT usage is expected to increase over time.


If you feel that you are interested in outsourcing some of your tasks to a call center then, check out the followings:

  • eti Sales Support - 100 percent focused on New B2B Customer Acquisition and Retention. Increase sales, significantly impact profits, replaces lost customers. eti’s executive level Business Developers keep your Sales Pipeline filled with qualified leads for your sales force so that they can sell more in less time. Benefit from eti’s expertise and customized solutions. eti has whatever it takes for your long or short term projects. Best cost-per-result applications. North America, South America, Europe. Call 1.800.466.4384 or click here to view Company Profile.
  • OKS / Ameridial - Founded in 1987, OKS-AMERIDIAL Worldwide is a single source contact service bureau offering complete outsourced Inbound and Outbound voice call-handling, blended with web-based services including live web-chat and email management. OKS-AMERIDIAL staffs more than 1500 professional agents in eleven automated call centers worldwide. Operating a completely un-interruptible service environment, we're able to better ensure our customers continuing service so that they never miss an order. Complete Fulfillment capabilities with lettershop, lists, and design. Visit us online for a FREE ONLINE QUOTE !
  • www.outsource2india.com - Outsourcing web solutions to AIL - your solution navigator, will help you successfully accomplish your entire tasks, with the Indian quality and cost advantage.