Why More And More US-Based Businesses Are Moving Their Call Center Outsourcing To India

Almost every industry has witnessed a massive rise in competition levels over the course of the last decade or two. With each passing day, more businesses are cropping up in the US, bringing new products and services to customers. In addition, these companies are also offering attractive prices and other enticing offers to win customers from their competitors. As a result, existing brands (and new ones, too) are being forced to come up with new ways to retain their current customers and win new ones. Until a few years ago, many US-based businesses indulged in call center outsourcing to India to cut costs and workload. However, a number of companies have begun to move their customer support operations closer to home in recent years.

US-based businesses moved their customer support operations to onshore and near-shore BPO companies to deliver more specialized and customized solutions to customers and ensure superior CX deliveries. Indian BPO companies began losing US-based clients in large numbers, forcing the country’s industry heads to rethink their operational strategies. Over time, contact center companies in India have had to rejig their operations to stay relevant in an ever-changing marketplace. The focus gradually shifted from customer support delivery to customer experience management, with delivering humane engagements and customized solutions becoming the key aspect of every customer interaction. At the same time, BPO companies providing customer support outsourcing to India have also had to upgrade the quality in every aspect of their customer support operations.

Training and Service Deliveries of Customer Support deliveries

From the quality and skills of the customer support representatives to training and service deliveries, every aspect of contact center operations is carefully screened and audited to ensure superior quality maintenance. This has helped the BPO industry in India regain its position in the global marketplace and become the go-to destination for US-based businesses looking to outsource their customer support operations to a third-party service provider.

Important reasons that make call center outsourcing to India an easy decision for US-based businesses

The current marketplace is highly competitive, with every brand out there fighting to get the biggest slice of the market pie in their respective industries. However, business growth and an increase in customer volume (however desirable) come with their own set of unique challenges. The volume of customer engagement activities shoots up, making it very difficult for brands to maintain the same level of intensity and consistency in their service deliveries. When businesses focus on delivering quality products/services to their customers, the quality of after-sale customer support suffers, and vice versa.

This is where call center outsourcing to India can be of great value, as it helps to take some non-core and non-business-critical (yet important) responsibilities off the plate. The less important operations, such as customer service, data entry & management, logistics & back office support, lead generation, answering services & screening, and many others, are handled by the contact center company. The more important activities, such as sales and customer acquisition, R&D, product/service delivery, etc., are usually managed in-house by businesses. This way, the workload gets shared, and different departments handle different tasks to ensure maximum efficiency and produce the best results.

Along with assistance in workload reduction, BPO companies also help US-based in reducing expenses necessary to set up and maintain a thriving customer support operation. By call center outsourcing to India, US-based businesses can access the latest technology and infrastructure in the BPO industry without having to pay premium prices. Additionally, outsourcing customer support operations to a contact center company in India will also help you deliver professional assistance to customers using the knowledge, skills, and expertise of professionally-trained individuals. Moreover, customer support outsourcing is capable of delivering better outcomes and increasing your productivity to drive revenue and boost profitability.

What kind of role does customer support outsourcing to India play in increasing customer satisfaction

Contact center companies can play a major in two key areas of your business, regardless of your industry. These two key areas include:

• Expenses

As already discussed, a BPO company can significantly contribute to your business’s cost-reduction efforts, helping you save much money. Through call center outsourcing to India, you can reduce labor expenses to a great extent, sometimes even by 60-70 percent. When you set up an in-house customer support operation, you need to build a team of customer support representatives. To do that, you need to first hire a team of professional HRs who will handle the recruitment process. Next, you need to market the jobs and let interested candidates know that you are hiring customer support representatives. After that, you need to conduct the recruitment process by interviewing applicants and selecting the best professionals for the job.

Once you have built a team of customer support agents, they need to be trained. And also given adequate knowledge about customer support, the clients that they would represent, and their products/services. For this, you need to hire trainers, create extensive training programs, and help the candidates with their skill development. Even after you do all of these things, you cannot expect the agents to deliver immediate results. It is likely to be some time before they are able to deliver the expected or desired outcomes. However, each of the steps discussed here requires a lot of time, money, and other valuable resources for seamless execution. As a result, you will already have spent a lot of money before you start seeing any positive results. This situation can be easily rectified through customer support outsourcing to India.

Contact centers in India have already-trained and experienced customer support representatives capable of delivering results from the first day. Additionally, the BPO company you hire will take care of the recruitment and training requirements whenever necessary. You do not have to bear the additional costs.

• Business development & growth

Hiring a professional contact center company can contribute to your business growth in a number of ways. Firstly, they take non-core responsibilities off the hands of your core staff members, helping them focus better on their responsibilities. This will enable your core employees to improve their performances and deliver better results, increasing your productivity and profitability. In addition, they will also have a lot of free time to indulge in skill-development activities to improve their competencies. This will also increase their contributions to your operations and improve outcomes. Reduced operational expenses and increased productivity will help you to generate more revenues and improve your business’s bottom line.

In addition, call center outsourcing to India will help you improve the quality of customer service and create happy customers. As a result, your customers will stick with your brand even when competitors tempt them with better prices or offers. On the contrary, your current customers will bring new customers to your brand through word-of-mouth marketing and customer referrals. Hence, outsourcing your customer support operations to a BPO company in India will help you improve customer retention and acquisition. This will, in turn, help you grow your customer base and increase the volume of new and recurring sales. Eventually, the quality of customer service you deliver impacts customer experiences and your relationship with them. In addition, your customer experience deliveries will also determine your brand reputation and identity in the marketplace.

Conclusion

With an improved customer base, increased sales volume, and greater revenue generation, you will be able to increase the profitability of your business to a great extent. This will, in turn, increase your brand reputation in the industry and attract more and more customers to your business. In the end, call center outsourcing to India can massively contribute to your brand identity and grow you into an industry leader.