Call Center Outsourcing

This is the age of globalization. The vast earth isis the age of liberalization. Almost all countries of
no longer unfathomed. We can reach everythe world are now following the path of liberal
corner of the earth within a few hours due toeconomy. They have come to realize that it is
excellent modern communication. A person sittingthe only way of development. The mobile phones
in India can talk to another person sitting inmanufactured in China are sold the world over
Canada. The revolution in telecommunication hassimilarly the software developed in India is utilized
brought the people of different parts of the worldin the entire world. Thus a sense of mutual
closer. Taking the advantage of this revolution,benefit has developed in the companies across
the large multinational companies thought to makethe world. The governments of many countries
profit in their business in a new way. Theyhave allowed the multinational companies to
started to outsource a part of their business inconduct their business in their own way in
other parts of the world where the manpower isdifferent parts of the world so that the people
efficient and cheaper. The developing countries likecan get benefit in one way or the other way.
India, China, Mexico, Philippines were the obviousIndia opened its gate for the multinational
choice as there is no dearth of talent and cheapcompanies in the nineties, since then Indian
manpower here.China, Singapore, Philippines,economy has been growing by leaps and bound.
Taiwan took the lead in outsourcing ofThe big companies have set up their business
manufacturing the hardware parts while Indiacenters here and as a result the business process
carved a niche in the software outsourcingoutsourcing has generated millions of dollar for
process. China remained behind in the softwareIndia. The multinational companies have got good
outsourcing field because it does not haveservice and have been able to cut down their
command over English. English is not taught in thecost, thus gaining the other way.Reasons and
schools of China as it as taught in India. Theadvantages of outsourcingCost Benefits - In
British had ruled India a century ago, so themany call centers in the USA and Europe labor
influence of English language remained throughoutcost are the main operating cost, but in India it is
India. It is taught as a second language in everyjust a fraction. In the U.S. a call center employee
Indian state. There are many English mediumcan expect $20,000 per year for answering
schools in India where the medium of instruction iscustomer queries over the phone but in India the
English. Students coming out these schools cancost can come down to $2,000 per year, which is
talk in English smartly. Almost all big multinational10% of the U.S. Cost. The companies have saved
companies are located in the USA, England andmillions of dollar from this cheap workforce.Skilled
other countries of Europe and America where themanpower- Most of the call centers in western
medium of instruction is English. Since there arecountries recruit high school graduates for their
many English speaking people in India, many largework but in India they can easily get graduate
multinational companies have outsourced a part ofstudents as each year millions of students
their business to India.The types of processesgraduate who can speak English very well but can
outsourced are Customer Support, Technicalnot find high paying jobs. As for India the call
Support and Backend processes. India has beguncenter jobs are well paid, the employees take it
to be known as the center of Back officeas their full time job, whereas call center jobs are
operations for the entire world. Many largestill considered as part time jobs in the
multinational Banks have decided to shift theirwest.Taking all these facts into consideration, the
back office work to India. HSBC, Aviva Lifecompanies have got phenomenal success in all
Insurance, ABN Amro Bank have announced thatrespects while outsourcing their processes to
they would recruit thousands of Indians in theirIndia. This has opened the gate for more and
Call Centers, which have been set up in cities likemore processes coming to India. Insurance,
Bangalore, Kolkata and Delhi. The Call CenterBanking, HR, Mortgage, Finance and Accounting
business has set a new era for global business.are some of the most popular off shoring
While the big companies can concentrate more onprocesses. By 2008 HR will be $40 billion market,
their business by drastically cutting theirwhile Finance & Accounting will be $20 billion
maintenance costs, the educated and well versedmarket.Some of the top companies of the world
youth of developing countries like India, Mexicowho outsource their business are:Convergys, Dell,
can earn some quick money and become a partGE, American Express, Amazon, Sprint and many
of international business. There are about 4 lacksothers.
people working in different call centers in India.This