Cost vs. quality: how we achieve the balance
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Home Page > Business > Outsourcing > Cost vs. quality: how we achieve the balance
Cost vs. quality: how we achieve the balance
Posted: Jan 31, 2011 |Comments: 0
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GLOBAL giants have been bullish on India and recognise it as an important hub for global e-business. Moreover, the National Association of Software and Service Companies has predicted that IT and ITES industry in India is set to achieve its aspired target of US $75 billion by 2010.
The reason behind this thumping growth is the quality and the cost effective BPO services provided in the country. Although this sounds like a paradox, India’s charm lies in achieving this balance.
India has a strong educational foundation; high stress on maths and science at the school level lays the foundation for rational and logical thinking. Students are encouraged to have English as the medium of instruction. No wonder India is known as the factory of producing “brilliant” engineers/employees.
What makes India a preferred destination are factors such as the largest number of English speakers after the US and time zone advantages with the US and UK, supporting 24/7/365 customer support.
It is not only about costs, it is about efficient execution, on-time delivery and a dedicated workforce. In Western countries most people do not think of call center as a career option but India has 1m-plus who want to make a career in call centers.
Ten years ago it was only MNC giants who were setting up their own centers in India but now the third party call centers have matured and are providing quality and efficient services.
Selecting a call center in India Although India promises to be an outsourcer’s paradise, a company should be careful while selecting a call center. The foremost parameters to look for are requisite expertise and execution capabilities to accomplish multitude of outsourcing operations. When operating outside your own country, you need to make sure you are working with an organization of repute. Hence, a call center with an accreditation for quality and data security makes it a reliable partner to work with.
Agents with good communication skills are vital. Your partner should have a stringent hiring process and call centers with requisite training modules and a guarantee of quality. Today, a good call center will be able to provide you multilingual customer services, as well as English. French, German, Polish, Spanish customer services are now a part of good call centers offerings.
Also, any call center has to provide its clients a safeguard and privacy for their personal information.
Last but not least, always get the edge that you deserve being a client. If you are a SMB, then you may not be the first priority client with a large call center. Hence, go for a call center where you are assured of good attention.
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About the Author:
Sunil Kumar, Chief Executive Officer of Cleave Global e-Services. Pvt Ltd. has profound experience in Call center industry and expertise in projecting calls center campaigns in the ITES industry. He holds a Masters degree in Economics and with his extensive experience in bpo services India. He is a Six Sigma (Green Belt) certified professional. He brings quality and process control in all operations.
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