Title: Bangalore – The Heart of Call Centre Outsourcing? - SSG Infoservice
1Bangalore The Heart of Call Centre Outsourcing?
2With 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
3- 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
4- 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.