Tuesday, January 29, 2008

Why Call Centres are Essential to the BPO industry?

Now lets all admit it that whenever we hear the term “BPO industry”, the first thing that comes to mind is an agent with head phones and a mouthpiece trying to resolve his customer’s queries. Well, that’s something that the BPO industry likes to refer as “call centres”. A call centre is a company or even a section of a large company that handles customer support and helpdesk services as well as outbound as well inbound telemarketing. Surely, countries like China, Singapore, Taiwan created a stir with outsourcing services dealing mostly with manufactured goods, but BPO India created a market for outsourcing IT services to countries like US, UK, etc.

Call centres in India are essential for any business and there are two main reasons that contribute to this fact. They are the cost benefits and the skilled manpower that India has to offer. Let's take some numbers to make it clearer shall we? In US, a call centre agent may expect anywhere from $18000 to $21000 a year for his job, but in India, the labour cost can be as low $2200 to $2500 a year. As for the skilled manpower, well, BPO India even hires graduates for the call centre processes and with the amount that is paid to them, the employees take it as their full time jobs but on the contrary, call centre jobs in the west are looked upon as part time jobs.

Call centre services are a must for companies who are finding that their customer base is increasing and in order to cater their demands/queries, it is an ultimate necessity for BPOs to treat these services as a vital part of their organization