Call center services providers thrive

Call Center service providers are having it good. With so many 500 fortune companies coming in to India, Call Center service providershave the opportunity to work with so many reputed brands.

Call Center service providers like daksh, exl,msource etc, are recruiting in large numbers to shorten the gap between demand and supply. And also because that the Call Centers have a high attrition rate.

To stop this high attrition rate, Call Center service providers have put in place so many facilities like gym,canteen, study room etc for its staff. Now the Call Center service providers have started to offer management courses for its staff. May be such moves will stop the high attrition rate in the industry.

Threat of Call Center jobs moving to India: An issue unnecessarily overrated

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The big hue and cry by people abroad over the multinationals moving their Call Center services to India is absolutely not needed. A study by the London based research firm put aside all such fears when it predicted that only a paltry 5% of the 4.78 million call center jobs worldwide will be located Offshore.

The fear has been instilled in Europe and US after a number of big firms started relocating their Call Center Services to countries like India and other low-wage markets. Firms like Dell, ebookers etc have already moved their Call Center Services to India, on the account of saving on the operating costs, and supposedly more firms are in the fray.

But the new study shows the Call Center Services market in a totally different light. According to Datamonitor, 241,100 agent positions will be located offshore in 2007. That number represents 5 percent of the total global Call Center market, which will have grown to 4.78 million agent positions by 2007.

However, it’s not just India, which is looking to gobble up the full Call Center Services market pie. There are other contenders too, who have an equally good chance of becoming the preferred Call Center Services provider. There is Mexico, South Africa, and Malaysia, which, are becoming among the leading Call Center Services locations. They will in fact eat up the share of the Indian and Philippines market, whose share of the offshore market will drop to 64% in 2007 compared to being 70% in 2002.


This shift in trend is due to the fact that firms are witnessing an excessive demand for non-English languages and is the global Outsourcing portfolio by opening Call Center Services in different locations. It expected that Mexico will experience massive growth in the number of Call Center agent positions serving offshore markets, primarily the US. The report also noted that firms are seeing increasing demand for non-English-language services and are balancing their global outsourcing portfolio with Call Centers in different geographical locations.

Call Center Services are increasing day by day in India

Software bigwig Hewlett Packard has set up its Call Center Services in India. It’s setting up this Call Center Service in India to cater to its North American consumer market. This will be HP’s first Call Center in India for the American market.

This HP’s Call Center Service in India will be in addition to three to four third party service providers. Digital GlobalSoft, Daksh eServices and VServe will provide the Call Center Services in India, serving with a capacity of about 1000 seats which will be assisted by the upcoming HP Call Center in Bangalore with about 500 to 600 seats.

Call Center Services India staff are right up there, says UK firm

Lots of the clients have praised the staff of Call Center Services India. Now another satisfied client showers praises on the Call Center Services India. In fact they have gone as far, so as to say that they are doing a much better job then what their UK counterparts are doing. This statement comes as a slap on the face of all the people who doubted India’s capabilities.

National Rail Inquiries chief executive Chris Scoggins told British Members of Parliament that at least 50 per cent of future inquiries could soon be answered from India. He also added that the quality of the Call Center Services India is equally good, if not better in some of the cases.

Although the staff of the Call Center Services in India is paid one-sixth of what their UK counterparts earn, the Call Center work in India attracts very top quality staff. Although the clients say so, there are a few complaints from the customers. But the company spokesperson said that customers are getting good service, but they are bugged up only because local jobs are moving to India. And he also emphasized the fact that, by Outsourcing services to Call Center Services India, they would be saving an estimated ₤25 million over a period of five years.

Training institutes required for churning out qualified staff for Call Center Services

Call Center Services, India is booming, but it is short of the right kind of employees. And hence the high attrition rate. Now a Delhi based training company, NetSpace Communications is all set up five training centers to train the workers of the Call Center Services, in India.

There is a great demand for agents to work in Call Center Services,India, but the supply is low and is not up to the mark. And so training is crucial, because out of 100 people who apply for a Call Center Services job, only 5 get selected.

The course will have three modules: basic, intermediate and advanced. Costing approximately around Rs 20,000, the entire course will span 180 hours. There is good demand for staff who can handle Call Centers for overseas clients, as the domestic market for such services is yet to pick up.

Call Center Services , India providers charting their own success stories

Call Center Services providers in India are a happy lot. With so many multinationals wanting to Outsource, Call Center Services , India are having a great time of it. They operate out of nice and classy looking offices, mostly situated on the outskirts of the city, because the land rates are cheaper there. With lots of capital investment in hand they manage to build huge offices with all the facilities on the premises itself. They have in-house gyms, recreation rooms, cafes, canteens etc.

Call Center Services , India providers don’t have to worry about getting staff as well. After all India produces millions of graduates each year, who are more than willing to work at a salary which is one-fourth of their US or UK counterparts. Because it is higher according to the Indian standards. So they get cheap manpower, which is extremely well educated, is English speaking and computer savvy. In fact most of them are engineers and other technical background staff. Call Center Services in India don’t even have to worry about the high attrition rates of 30-40%, because for every one person that goes out two people are waiting in the pipeline to be absorbed. For the salary that the Call Center Services providers in India pay to their employees, they get around 8 hrs of work shifts out of them and plus there are night shifts once in a while.

Even after there being so many players, vis-à-vis, EXL, MSource, Convergys, Vertex, Perot Systems, Accenture, WNS, GE Caps, and a host of other Call Center Services providers in India, everybody is surviving and doing well. Everybody has their own fair share of clients and are getting good business out of them.

It’s a woman’s world in the Call Center Services India

Call Center Services have created employment opportunities in general, but it is true that the woman population in the Call Center Services India is growing. There is a growing trend amongst women to join Call Center Services India.

Tracmail, which is a five-year-old Call Center Service center, employs 2,000 people at its Navi Mumbai office, out of which, 45% percent of the employees are women. At another Call Center Service center, 24*7, the percent of women employees has increased from 25% to 40% in the last two years. The average strength of female staff in India’s $1.4 billion (Rs 6,650 crore) Call Center Service industry ranges between 30 and 60 per cent.

The one question that everybody is curious to know is, why women join this industry and why are the Call Center Services India industry hiring them. One of the main reasons that is apparent is that they can start young, and plus they can save some money as food is subsidized and there is a pick and drop facility available to the staff. And the reason why Call Center Services India industry is hiring them is Call Centers plainly believe that women are better suited to voice-based projects and women seem to have better communication skills.

Still, India trails behind the US where Call Centers have nearly 90 per cent women on their rosters. But even then the women are increasing at Call Center Services India and the trend is likely to continue.

US based IT company eFunds boosts infrastructure of its Mumbai Call Center

It was one of the first to take the bold move of having an Offshore Call Center in India, and it worked. Efunds will now have a total of 2,900 people employed in its Call Center across its three centers in India. It has now decided to expand its Mumbai based Call Center capacity by 200 seats.

Efunds Corporation, which provides Call Center services to clients in US and UK-based in the financial services, retail and telecommunication sectors, Outsources close to 90 per cent of its work to India and only 10 per cent is done onshore in the US.

According to recent reports, the Indian Call Center industry is expected to grow by an astounding 68 per cent in the next 12 months to touch 1.58 lakh seats, overtaking Australia to become the largest Call Center country across Asia in 2004. This is some wonderful news for the already booming Indian Call Center industry.