Bangalore – The Heart of Call Centre Outsourcing? - SSG Infoservice

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Bangalore The Heart of Call Centre Outsourcing?
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With the rising globalization and technological
advancement, communication has played a vital
role in bridging the communication gap between
businesses and their customers. As customers are
the heart of an organization, a lot of emphases
is placed on ensuring customer satisfaction.
Similarly, call centres evolved in ensuring
customers sales and customer support. The
organizations started call centre services using
their inbound employees, but as the
organizations expanded their operations, the
concept of business process outsourcing (BPO) was
introduced, whereby external agencies are
contractually hired to perform specific
processes.
During the late 1990s, American companies were
the first ones to initiate call centre
outsourcing which gained rapid popularity as
outsourcing processes were cost-efficient and
streamlined the business processes. Outsourcing
call centres also help organizations to set a
competitive advantage in the market
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• industry. After that period this Bangalore city
  is growing day by day. And most Call centre
  foreign companies like to have their offices in
  this city because of good infrastructure and man
  power availability. Because of a huge number of
  resources, this city is the first choice for the
  big companies.
• India is one of the pioneers in the field of
  business process outsourcing, and Bangalore has
  emerged as the outsourcing capital of the
  world, as per the recent surveys. Though the
  city has a fragile and weak infrastructure, it
  has gained a reputation for being a leader in
  outsourcing services. The city fights its own
  challenges each day, from high living costs to
  congested areas to unreliable power supply.
  Despite the various issues it hosts, its
  technological advancement outnumbers its grim
  challenges. The quality services that the
  outsourced call centres provide have gained a
  competitive advantage in the call centre industry
  globally. There are a huge number of Call centre
  Outsourcing Companies In Bangalore.
• Over the years, more than 242 software and
  technology companies have made an investment and
  chosen Bangalore as outsourcing their businesses
  processes. Some big multinational companies are
  HP, Intel, Microsoft, Oracle, SAP, Cisco,
  Google, Yahoo, and Amazon.
• The key features that make Bangalore a suitable
  outsourcing location are
• Bangalore, which is Indias biggest outsourcing
  hub, hosts young and talented specialized
  personnel, and the highest turnout of graduated
  engineers and the highest number of engineering
  affiliated colleges are in Bangalore.
• The highest growth rate in the past years in
  Bangalore as compared to the other cities in
  India or beyond and highest

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• number of outsourcing vendors, as the city
  provides a solution for almost every business
  process.
• Favourable climatic conditions make the working
  and living environment pleasant for people from
  different geographical backgrounds.
• Bangalore has large, educated manpower which is
  willing to offer and perform the services at a
  lesser price, which is almost a fraction of the
  costs paid abroad. The salaries are also higher
  in Bangalore as compared to the other cities in
  India, which attracts the talent pool.
• Indias Time-Zone has been a big advantage which
  has enabled the global organizations to provide
  uninterrupted customer support around the clock
  24x7x365.
• State-of-the-art Technology and Infrastructure
  development have provided an edge on high-end
  services for the customers. Due to Indias
  privatization, there is a reduced tariff on
  internet services and telecom services,
  empowering the technological infrastructure.
• Man power is easily available in this city.
• With numerous features that Bangalore hosts, it
  remains an attraction for outsourcing call
  centres. Amidst the developments of big giants
  such as the Philippines and China, will Bangalore
  continue to play the role of Silicon Valley on
  India? Time will decide.