The BPO industry has progressed by leaps and bounds over the course of the past few decades. Having gained recognition in the early 90s, the industry has become so popular that almost every other industry is reliant on BPO services today in some capacity. Today, almost every small, medium, and large business indulge in outsourcing call center services for professional customer support.
Another important aspect worth considering about the BPO industry is the location of the contact center companies. Where you outsource your contact center solutions have a major say in the kind of services you get. And one of the most popular destinations for contact center services outsourcing is India. The country has produced some of the biggest BPO companies and caters to massive clientele from all across the globe. This clientele includes some of the most reputed brands from every industry.
So, what makes them so popular among businesses? What benefits do they offer, which have made them almost unavoidable for companies from all kinds of industry verticals?
Top benefits of outsourcing call center services to a BPO in India?
There are indeed some major benefits of hiring a BPO company in India. Some of these important benefits include:
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Top-quality contact center solutions
There was a time in the not-too-recent past when customers in the United States, the United Kingdom, and other such countries were hesitant to receive customer support from a contact center in India. The massive differences in culture made these customers quite distrustful of the professional services offered by Indian call center companies. A large number of fraudulent outbound call centers in the country also contributed massively to adding to this growing distrust. This, in turn, made top companies in these countries hesitate to engage in outsourcing voice process and non-voice customer support to BPO companies in India.
However, there has been a major shift in the paradigm of the global BPO industry over the past decade. Contact center companies in the country have taken significant steps to train employees on the cultural differences with clients’ countries. Also, government agencies and compliance management organizations have come down heavily upon fraudulent call centers. As a result, contact center solutions outsourcing in the country has witnessed a significant improvement, contributing to rising trust levels. Today, even major global brands are able to trust Indian BPO companies to deliver top-quality contact center solutions.
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Inexpensive contact center solutions
In the end, it all boils down to how much a company must pay for outsourcing call center services. Companies see very little value in hiring top contact center companies if they are forced to pay a fortune. This depreciates the value of the services and impacts their cost-effectiveness to the clients. At the same time, expensive customer support also impacts customers and their pockets. Although they get premium customer services, they are the ones who must pay for the increase in quality. As a result, companies have to recover the costs of hiring premium contact center solutions. They usually do that by raising the prices of the products and services, which is massively problematic for customers.
Indian contact center companies, on the other hand, deliver top industry-specific customer services at significantly low prices. This allows businesses to offer superior customer services without raising the costs of the products or services they offer. At the same time, they also ensure superior customer experiences, which help to retain customers and their valuable business. These customers ensure maximum revenues through repeated purchases, enabling companies to enjoy a cost-effective outsourcing voice process without compromising quality.
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Versatile talent pool
India is a country with over 1.3 billion people. More than 50 percent of its population falls within the age bracket between 18 and 50 years. Hence, a major portion of the country is employable, making it one of the largest workforces in the world. In addition, the BPO industry in the country is quite progressive and expansive, employing professionals from all educational backgrounds. Hence, engaging a top BPO company in India can help you access a versatile and highly skilled talent pool. Professionals with multiple talents can help you improve your business operations and take your customer service deliveries to new heights.
As a result, you are likely to find top contact center companies that have varied expertise in multiple industry verticals. In addition, these contact centers deliver premium multilingual and omnichannel customer services, regardless of customers’ language and communication medium preferences. This will allow you to ensure maximum consistency in the quality of customer support deliveries across global service locations. So, when you are outsourcing voice process to a BPO company in India, you can guarantee consistent customer experiences. This also improves customer relationships and contributes heavily to brand reputation and recognition, sales, customer retention, customer acquisition, etc.
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Versatile contact center solutions
Contact center companies in India have the resources necessary to deliver a wide variety of customer engagement services. When you opt to engage an onshore or nearshore contact center in the US or the UK, they may not have the necessary infrastructure of staff to offer multiple call center services. In addition, some contact center companies also lack the infrastructure and technology to deliver competent and versatile call center solutions. This highly compromises the quality of services or the type of services you can outsource. As a result, you may not get all you need from outsourcing voice process, which also hampers your operational efficiency.
Top contact centers in India, on the other hand, have a large talent pool and are equipped with premium infrastructure. In addition, BPO companies in India are also exploring AI-powered solutions to improve customer engagement and deliver better services. With these AI-powered systems, customer engagements have become prompt and more automated, enabling customers to achieve swift and immediate resolutions. Every aspect of these versatile contact center solutions is aimed at improving customer experiences with a brand. This translates into superior brand-customer relationships, which in turn, improves greater customer retention and revenue generation for businesses.
There are several other top benefits to outsourcing call center services to a contact center company in India. All you need to do is determine the specific needs of your business’s customer support deliveries. This will help you identify the ideal contact center company in the country that can deliver premium customer support and ensure superior customer experiences.
