Philippines calls India for back-up call centers facility

Ed Orpina sales director of Philippines based R Systems – IT business solution service providing company – maintains that the Philippines is optimum place for Indian call center service providers to install their extended facilities. He maintains that Indian & Philippine population is proficient in English and that would attract major corporate firms to outsource their call center operations to some offshore location.

Call center services in India are raking the interest in the west world like never before. Orpina also explains that vending services to the Philippines by Indian partners is a good prospect as US companies are finding offshore outsourcing as an effective way to reduce the cost of doing business – mainly due to globalization.

India is the likely next Gen business tycoon

Back home in US – five states have proposed a bill in the parliament to seize the phenomena of outsourcing the business services – but to no avail. The strong BPO market in Asia especially the Call Center Services in India are keeping the issues at bay and the US corporate sector is smiling within. How does one expect to shrug of the opportunity to reduce the operational costs – as much as up to 80%? Well that’s the structure of call center services in India.

Though it may seem that a lot of companies seeks India for call center services just because everyone else seems to be going there - is not exactly true. Yes the reduced price for call center services in India is indeed a lucrative deal but at the same moment the services offered by India are worth accessing. India is the next generation corporate hub – and there should be no denying over that fact. In between the mixed responses and turmoil within US – the one which is gaining the most is the call center services sector in India.

Call Center boom in India

Call-center services sector in India have grown manifolds and India has been transformed as the back-office hub of the world. While the services like contact center is at a steady growth round the globe – in India the growth has been tremendous. Call Center Service providers in India are going through a phase of expansion and consolidation with many software players in India seeing a market for a call center operation. Software companies till date considered the call center market too low valued to be a part of. But with the outsourcing and call center boom in India heating up, many software companies in India like Infosys, Wipro have become a part of the call center scene. It might be not too long before more and more companies start call center service operations in India.

India commands 90% of IT offshore outsourcing

The call-center services sector in India is the part of the booming outsourcing industry flourishing in India. A report by research firm Gartner suggests that India grabs more than 65% of the global outsourcing market. In another report on current industry estimates, India commands more than 90% of all offshore outsourcing in IT services. Of all, call-center services market attracts most of offshore firms.

The call-center services in India are amongst the most economical as well as reliant for US corporate market. India is the call-centers hub for some of the major companies from US and Europe.

The strength of call center services sector in India

Needless to mention India offers eminent call center services to the global corporate world. On a global scale call center services in India are the most economical – which I understands to be the real cause for the massive shift in the customer contact base. Quality can be derived from anywhere but with brawny Information Technology infrastructure and cheap manpower cost – the call centers in India are able to keep their head high from the rest of competitors.

The list of clientele accessing call center services from India includes some of the biggest industry players of their sector. HSBC Bank, Microsoft, America On-line (AOL), Standard Chartered, American Express, Prudential Insurance and General Electrics (GE) are just few of the elite client base existing in India. The call center services sector in India has shown its prowess and strength as a dominant force sweeping away the offshore call center works.

Call centers to tremble in 5 years

At a time when the call center services in India – driven by the burgeoning US market – is posting a phenomenal growth – market analysts Datamonitor says that Indian outsourcing market will face a trembling in coming few years. The call center service sector in India will be driven largely by consulting companies exiting the call center outsourcing market, and spinning off their call center operations or turning over management of their customer care offering to other third-party outsourcers.

The call center services in India are largely guided by financial sector – which generates almost 53% of business. IT provides second most opportunities with 27% share. Datamonitor expects the growth in both outsourcing call centers and agent positions to begin to slow in 2005 as a result of an inevitable industry vendor shakeout that will be the consequence of current oversupply and shrinking margins ensuing from downward competitive pressures on pricing.

Call Center Services India - High attrition rate a problem

Call center service providers in India have become the hottest sector of job availability and opportunity in the last few years. It has given jobs to nearly 160,000 professionals who work normally at nights to adjust to US time zones. The call center services business often referred to in India as the IT-enabled services and outsourcing sector is responsible for nearly a quarter of the software and service exports from India.

On the downside, the night shifts, lack of proper sleep and sleeping disorders has created health problems for call center employees. It is also not viewed as a long term career option and many such professionals feel that they are not paid according to industry standards. This has resulted in high attrition rates in the call center industry. The call center has risen to address employee stress. The current attrition rates in the call center services industry in India is 30-35% with attrition being lesser for non-voice based jobs.

Many call center service providers wish to address this problem because if companies dont adopt responsible behavior the industry might become a victim of its own actions.

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Call Center Services India - A new optimism...

The Call center services sector in India has blossomed into one of the most popular industries in the last few years. Call center service providers have not only sprung up in metro cities but also in smaller cities like Pune, Chandigarh where they get cheaper land rates and lesser overheads.

Call center service providers have also given a thrust to the industry and a new optimism as it has created numerous jobs for fresh graduates. Fresh graduates, till a couple of years back, have had to struggle through lack of job opportunities and requirements for higher skill sets. But the call center industry has given a new hope to such probables to seek new opportunities and get a start to their careers.

With industry experts very optimistic about this sector and the Indian government sees it as a means to improve
industry movement, it has become one of the fastest growing sectors in India. The call center industry has created a new bouyancy in the market with many software firms entering into the business drawing massive investments into India.

More on call center services in India, tomorrow...