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BPO Outsourcing & Call Center Outsourcing
Why Outsource BPO (Business Process Outsourcing) ?
Facts demonstrate that the outsourcing of customer service programs is growing at a fast rate. Companies are concluding that there are some activities they can do more profitably than others. Thus, as a call center outsourcing is an important ancillary activity, the most efficient decision in nearly every case is to outsource.
A professional Call Center outsource partner can give your company customer care thats superior in terms of cost, control and quality.
Cost
The up-front infrastructure costs involved in providing customer service whether via phone, email or live Internet chat, are enormous.
An in-house call center requires investment in the space and technology to handle the highest demands that are expected in the foreseeable future.
Backup systems need to be built to deal with system down times, maintenance or repair.
Customer care is a labor-intensive activity. Because of high turnover and tight domestic labor pools, it requires on-going investment in recruitment, training, checking and other human resources costs.
Thus the HR department may end up spending a disproportionate amount of time seeing to the needs of what may be a relatively small part of the overall operations of your organization.
Dramatic shifts caused by seasonal or even hourly volume changes also translate into high costs.
Your organization need only pay for what resources it actually uses while retaining the ability to add capacity as needed.
Additionally, a partner with overseas-based facilities can provide your organization with the cost benefits associated with a global talent pool, without the hassle and expense of establishing a base so far from home.
Control
In an outsourced BPO environment, the outsourced call center partner takes on the responsibility for day-to-day operations while working closely with your organization to define key objectives and long-term strategic plans. Thus you are assured that the CSRs understand your mission and corporate philosophy so they can represent you in the best possible manner to your customers.
The partner provides regular, detailed reports on pre-established performance measures. Thus rather than losing control, you gain a clearer picture of the efficiencies or bottlenecks in the operations and are able to focus on results.
BPO Outsourcing enables your organization to focus attention more fully on its core businesses and competencies.
Quality
An BPO outsourcing partner whose main business is to provide quality customer care serivces is in the best position to give your customers the highest possible level of service you need.
Representatives are available 24x7x365, at staffing levels that are infinitely flexible to meet peak demands related to season, time of the day, product launch, etc.
Working from documentation, FAQ lists etc provided by you, theyre able to either answer questions immediately, or seamlessly transfer them to more expert second-tier help. The response time to your customers requests and queries is minimal.
In addition, internationally based outsourcing partners have access to a global pool of highly trained, motivated, English-speaking workers.
Outsourced Call Center companies operating in places such as India are able to hire and retain professional, college-educated customer-care representatives at cost factors well below those of call centers operating in the US.
Why Outsource BPO Services to India?
In order to meet the growing demand for call centers and bpo`s, many organizations throughout the world are outsourcing these services to offshore country like India. India has inherent strengths, which have made it successfull outsourcing destination:
Scope
A booming IT industry, with IT strengths recognized all over the world.
Language
The largest English-speaking population after the USA.
Manpower
A vast pool of educated, English speaking, tech savvy professionals: A boon in a high-growth industry faced with a shortage of skilled workers.
Cost Oriented manpower: In a call center operation, manpower typically consist for 50 to 65 percent of the total cost. In India, the manpower cost is approximately 50% of what it is overseas. Per agent cost in USA is approximately $50,000 where in India it is only $6,000.
Technical support: In India around 1000 engineers graduates each year. These can be used in technical support call centers for troubleshooting/tech support, as the salaries are dramatically lower than in Europe or the the US.
Government Policy
The Government of India has recognized the potential of IT-enabled services and has taken positive steps by providing numerous incentives.
ITES is one of the Government of India's top priority.
The National IT Task Force submitted its 108-point Action Plan to promote IT in the country. The Government of India has approved the plan and is in the process of implementing it.
A separate Ministry of Information Technology was set up to expedite swift approval and implementation of IT projects and to streamline the regulatory process.
Information Technology Act 2000: The Information Technology Bill that was passed in the Indian Parliament in May 2000, has now been notified as the IT Act 2000.
Regulatory Enablers
100% foreign ownership permitted in IT Enabled Services industry unlike other sectors where foreign ownership is restricted.
Software Technology Parks (STPs) established.
To provide ready to plug IT infrastructure and telecom facilities.
Single window clearance for all regulatory compliance issues.
Infrastructure Enablers
Basic, Cellular, Paging and Internet Services privatized.
Domestic leased circuit tariff reduced by 80% in last 1 year.
International Internet Gateway privatized-likely reduction in tariff.
As India emerges as a global outsourcing hub, the industry is forecast to explode at exponential rates - from 23,000 people and $ 10 million pa in 1998 to over a million people and revenues in excess of $ 20 billion by 2008. Pivotal segments are going to be back office operations, medical transcriptions, insurance claims processing, customer interaction centers and content development. Current trends suggest that the country is well on course for achieving the above target.
Why Axiom Call Center Outsourcing?
In a truly customer driven market, success depends on a company's ability to be with the customer on a round the clock basis satisfying all their product and service specific needs. For large Fortune 500 corporations, outsourcing their business processes makes sense. It allows the corporation to focus on its core competencies enabling it to manage growth and quick implementation models for cost cutting.
We a growing Indian CRM company, which offers a cost effective range of integrated customer care services. We offer an unparalleled level of customer satisfaction across our world-class competencies viz. email response, real-time chat, call center services, knowledge management, customized CRM architecture and related value added services.
Our key performers are our team of professionals and consitent process transitioning methodology. We complement our strong global orientation with a thorough understanding of the Indian call center operating environment. Importantly, we enjoy an enviable employee satisfaction level.
Sucessfull outsourcing company based out of india; we definitely believe that delivery of service is more vital than customer acquisition. Our management team is aware of their responsibilities and goal, the center of service delivery.
Axiom assurance encompasses the following:
Excellent quality and consistency
Reduced turnaround time
Significant cost reduction
Reduced time to market
24X7 customer support services
At Axiom we are passionate about solving our customers problems as soon as they happen. That's because we realize that for all our customers, time really is money. Ultimately, our CRM isn't a tool to service customers-it's a way to see the future. As the world becomes more interrelated, our CRM specialists and operations teams are mapping the future of customer needs and how to best address them.