The alarming population growth and unemployment in India .The history of call centers in India – the New Found Job – Changing face of the educated Youth of India.

India the second most populous nation in the world and getting ready to overtake China to become the most populous country in the globe is struggling hard to offer jobs for its teeming educated millions. India The emerging Super power India though being the fourth largest economy in the world in terms of purchasing power due to its swelling population that has since crossed a billion faces severe challenge in feeding her population. It holds the seventh position in the world by geographical area and is well known for its diverse culture and tradition. The country has made rapid progress in the economic, industrial and military spheres during the last two decades. It is an emerging super power and the largest democratic republic of the world.

The leader in the BPO industry The country has more than 1672 local dialects and 15 approved languages in the constitution. English and Hindi are widely used as the official languages. While the south east Asian Nations like Taiwan, China, Singapore, and Philippines concentrated on the outsourced jobs in electronic, digital and hardware domains, India carved a niche in software and call centre outsourcing process. Countries like China and Taiwan lagged behind in this area due to their poor command over English the one and only basic requirement for the call centre job. Unlike In China English is a compulsory subject in India and most of the schools have included it as the second language in their curriculum. Many schools are still maintaining English as the Medium of Instruction. The 200 year colonial rule by the British made this language a lingua franca among its diverse and multi language speaking states of North and South. The country realized its potential and exploited the Global call centre market to its advantage making use of its large English speaking educated youths willing to offer their service at low wages. The average income of a graduate call centre employee in India is not more than $350 a month compared to more than $1500. in any other developing nations. No wonder many a multinational in USA, and other European countries found their lucrative partners in call centre outsourcing process in India since 1995.

The major cities of Bangalore, Delhi, Chennai, and Pune has emerged as the BPO centers of the country where small ,medium and large sized outsourcing companies are being opened. The leading multinationals like Wipro, Dell and other leaders in the software market have found India as their Outsourcing partner due to its strategic location, English speaking skills, low wages and abundant labor forces. The call centre jobs in India is a fast developing industry that provide millions of Job for the educated unemployed of the country. The industry is likely to surge ahead and has the potential to emerge as a sector offering vast employment opportunities in the coming days.

Raveendranath.V.R. is a featured writer for CallCentersWorldwide.com. CallCentersWorldWide.com offers free consultation and access to over 100+ call center vendors around the world. Hope you have enjoyed the article. For consultation on Call Centers in India call 888-863-6680 or email newbiz@callcentersworldwide.com .

Historically, the global market has relied on the traditional business transaction involving only two parties: the manufacturers and the consumers. Guided by various concepts that continuously develop through the years, productivity depended upon the business operations of its company, which performs both core and noncore functions. With the advent of modernization, these concepts gave way to even more strategic methods that make huge cost savings possible and multiply enormously the production capacity of the global workforce. At present, technological advances have led to an evolution of the business world, one powered by outsourcing.

Outsourcing has indeed demonstrated its countless benefits to the whole business industry. It has created a certain bandwagon society in the market. As more companies find it not just as a cost-saving method but as a strategic technique, their competitors follow the trend. But outsourcing as a boon for everyone remains a question for some as skeptics continue to throw criticisms at it. Nonetheless, its manifold benefits cannot be easily ignored.

Probably the most popular advantage of outsourcing over any other business strategy is its guaranteed cost-saving capabilities. Aside from reducing manufacturing overhead cost, companies are able to eradicate expenses associated with employee overtime, hiring and layoffs. It also reduces training expenses and decreases the company’s payroll taxes connected with unemployment and workers compensation expenses. These cost-saving measures gives way for increased profitability and savings that can be allotted to the development of their product quality.

Outsourcing brings numerous production benefits for companies. It enables companies to meet peak production requirements without necessarily employing more workers. Outsourcing also lets the companies choose from a variety of outsourcing firms specializing in different fields. Since the service providers will be the one responsible for capital equipment and machine maintenance, companies can gain access of effective facilities without spending additional cost. In addition to that, outsourcing allows companies to focus on their core functions while the service providers take care of the noncore applications and processes like human resources and data entry.

According to Martyn Hart, chairman of the National Outsourcing Association, businesses can produce more savings by finding a specialized service supplier. Doing so gives them more time to concentrate on their core competencies. Richard Fifield, on the other hand, said that outsourcing creates flexibility. It aids companies to adapt to the changes in today’s complex market conditions.

Flexibility, cost-savings, increased core competencies—-what more? Certainly, the global village can expect more of outsourcing. With these present innovations in today’s market, it is no surprise that outsourcing is a great help in any field, from the simplest task of filing information to the more complicated responsibilities of motivating the workforce in the human resources department. Contrary to the criticisms of distrust and mismanagement, outsourcing is more than just a method or a strategy. It is a global innovation set to comprise the world’s largest contributing industries in the economic growth of the global market.

Sources:

http://www.icaew.co.uk/library/index.cfm?AUB=tb2i_71110
http://www.thearcolc.org/Progress/outsourcing.htm

There are almost billions and billions of words you can read on the net regarding the topic “Telesales,” let me add another 400 words that topic. Very short compared to other articles but surely an interesting one.

What if call centers already existed during the stone age?

The era when barbarian and uncivilized men ruled the world, the period when men and women used leaf as body coverings, and the time when homo sapiens lived like squirrels on the tree. Aside from their own language (if there’s any), one way for them to communicate was through smoke signals; “Guten Morgen Senior, you can have a pair of mammoths tooth if you will give me an ivory”
Another smoke signal appear writing this words in the air: “Give me the whole mammoth and in return, i will offer you the biggest elephant you had ever seen.”

Being serious, Annapolis in Maryland gave birth to Incoming Calls Management Institute (ICMI) because they realized that their call centers should be upgraded or developed. ICMI plays a big role on the evolution of the industry of call centers. Because of ICMI, the world experienced the first ever seminar on incoming call center management and the very first conference on call center bacame possible. ICMI didnt stop researching until they found, learned, practiced, and perfected performance improvement solutions that is now used by modern-day call centers.

1987, the year when ICMI made a mark in the blowing world of call centers. Founded on this year is the industry’s first ever publication focused on call center management, the “Service Level Newsletter now known as the Call Center Management Review.

The year was 1989 when the ICMI together one of their partners, Angus Telemanagement, Toronto witnessed the great great grandfather of the conferences on Incoming Call Center Management. Seven years after, Gunter Greff let the Germans see and experience ICMI seminars.

Again, Angus Telemangement and ICMI joined forces to deliver the first seminar that is based on Internet-enabled call centers.

ICMI did not stop there, in partnership with the American Express they bring to existence the the complete two-day call center management seminar. It is the first of its kind. Delivering this seminar via live, interactive satelite, they got appreciations from different individuals in the industry of call centers.

Aside from that, many other “firsts” in the history of call centers were made possible by ICMI.

Now that you finished reading this article and learning the activities that marked the beginning of call centers… do you prefer to be a barbarian and use smoke signals?

sources:
http://www.incoming.com/about/history.aspx?SelectedNode=History
http://irish.typepad.com/irisheyes/2005/01/history_of_call.html

The bedrock of Telemarketing Outsourcing is lead Generation. This is basically finding the right types of customer, and selling them a product or service which suits their needs in detail.

One of the keys to this is CRM (Customer Relationship Management). This is specialized software, which collects and correlates buying information on a customer, through their spending history. With this, you can be assured that a telemarketing campaign aimed at that area, will be successful.

To this end, Lead Generation is all important. Once a customer has shown they are interested in a certain field, and have given their consent, the information can be managed by an outsourced call center, anywhere in the world.

Calls can be managed and handled through a PBX system. This is a very advanced software package, enabling staff to handle calls and Internet activity, tailored to any campaign the company has in mind.

To cut cost and compete on a global scale, these services can be outsourced anywhere in the world. With training and the right choice of system, a small or medium sized company can choose from a huge range of countries, where the governments are only too willing to help. An outsourced company, can call in services and data, only when it is needed, in order to become competitive.

The Data collected on a customer is all important. Many web sites have shopping carts, and many people are happy to buy from those carts. But 70% of shopping carts are abandoned long before the customer leaves the site. The sale is lost and the buying experience overshadowed. This is down to poor confidence on behalf of the buyer. The site has to be well supported with live calls put through to a human voice.

The largest areas of concern are credit cards. These are notorious for problems, and data history and activity must be monitored at all times. A customer buying from a site that refuses their credit card, will never return, spreading the bad news to their friends. So a well managed call center, with the correct software applications, can solve this problem and win the business.

echnical support outsourcing is more important in today’s environment than ever before.

Years ago a call center company would solve most of it’s problems in-house. There were so few call centers in the world, mostly run by large corporations. Because the technical expertise was set up by their own departments, problems were solved by the same team who built the thing in the first place.

Now, the world has moved on. Technology has advanced so much, that more and more companies can get into the call center field. On the one hand, it has certainly opened the world up for many people, it has also brought along many problems. Computers and their servers are so complex, there are few engineers who even know how they work. These could be confined to a university campus, and very over-stretched.

The only way around the problem, is to break it down into manageable parts. This way a team of engineers can deal with just that problem, and concentrate on solving it, before looking at the bigger picture. To this end, all call centers need technical support outsourcing.

No longer is the problem simply confined to telephone calls. All media systems are integrating more every day. Web sites are being used in conjunction with all forms of commerce, and to this end, they all need technical support. A customer buying something on a web site, will need to feel confident over the purchase and the transaction of money. The simple fact that a telephone number is included on the page, is enough to make them feel more secure.
Being a new Industry, things are bound to go wrong. Some of these companies are operating on the frontier of a new technology. Credit card transactions and the flow of data to generate reports, are complex enough in themselves. So technical support must be there to back them up. Outsourcing this type of support, is the only option to many companies, if they want to make a profit.

Databases now need the help of experts, skilled in the languages unique to those systems. Standard Query Language (SQL) is one of the most important for storing any data, used by a web site. When these go wrong, it is not enough to know how the web site works. SQL has a structure all of it’s own, and Technical Support Outsourcing departments, will have engineers, skilled in finding just what went wrong.

It is probably the sheer size of these departments, which makes them uneconomic for the average call center. Technical support staff will run a series of scenarios to find where the faults in a system will occur. These will be run time and time again, until they can find the quickest and cheapest way of fixing them.
The average call center could not afford to keep a huge team on this scale, as the problem might only come about once in their life-time. So technical support outsourcing, fills the gap.

Order Status Outsourcing can be measured by delivery fulfilment. With the phenomenal growth of the Internet and home shopping, more people are using delivery companies. Many of these are in a cut-price war to win over contracts from on-line or home shopping channels. But customers are very worried about quality.

The best guarantee that the product you ordered will actually be delivered, is to monitor the Delivery Company. For many companies the only way they can compete in the global market is to have many of its departments out-sourced to offshore call centres. The duties of ordering and shipping, can be carried out far cheaper by companies, which now specialise in those fields.

Order tracking is the most important element of Order Status Outsourcing. An item purchased by a customer can be tracked through its whole fulfilment cycle. Once it has been given an Order Number this can be entered into the database system to trace its history. Fulfilment can be judged on this.

The management applications can retrieve the history of the fulfilment cycle and calculate what is known as a SLO (Service Level Objective). In turn this will generate a KPI (Key Performance Indicator). Through these, they will be able to trace the products ordered.

To reach this level of quality assured delivery, all parties must have a Service Level Agreement. Here they must stipulate how they intend to maintain the agreed level of quality.

Many outsourced networks now have such a high level of software capability, that these goals are within their grasp.

The future of Order Status Outsourcing is RFID (Radio Frequency Identification). These are devised fitted to every parcel, which help in the tracking of that item on its journey to the customer. This way the vendor can track the parcel, and even relay the information to the customers, who can see its progress via the web site.

This is a great step to increasing confidence between customers and the department involved in Order Status Outsourcing. With these tags fitted to a parcel, a call centre can track its progress through the delivery firm, ensuring there can be little room for theft or fraud. Increasing any investigation for insurance purposes.

Short Message Services (SMS) are a method of sending a text message to any mobile phone. They can be from 160 characters to 224 characters if they are using a system in 5 bit mode. The system works through the Global System for Mobiles service (GSM) to send them out.

This offers whole new horizons of business to the small company. They can be mobile and on the road, and still stay in touch with their core business activities. In the past is would have taken an army of office staff to keep a manager as well informed as this.

As the old pager system switches over to the new 3G phones, people are finding out that there is so much more available to the business world. In time it will merge with the wireless laptop systems, as phones become more advanced and computers, smaller.

The advantage of the SMS system over the old pager network, is that the phone does not have to be active or in range. But one of the most attractive advantages, is that a message can be sent from a PC. This makes the personal office a reality.

Many professionals have taken up this service. Doctors now use the SMS service to receive urgent calls on patient emergency. The central call center can send out the SMS message, notifying the Doctor with important details on drugs, which may be difficult to convey over a normal phone call.

Logistics businesses can use the system linked in with the Radio Frequency Identification (RFID) system. These are radio tags fitted to every parcel, for the call center to track its cycle through the system. A driver or delivery person, can now be directed to the whereabouts of a parcel, and send back vital information on its progress. But many drivers know the system, as the method of receiving details of their next delivery address. Once, a huge amount of time and money was wasted on wrong or late deliveries, but thanks to SMS the system can flow smoothly. This is vital to support the SLA for any quality control.

As the system grows, the next generation with photo and camera capacity, can handle even more detailed information. This puts even more freedom in the hands of the individual.

With the invention of Radio Frequency Identification (RFID) it is now possible to buy an item anywhere in the world and track its progress around the globe to your home.

This is only possible because software enables anyone to track its cycle through billing to dispatch. The great leap in information technology had enabled companies to outsource these services to save costs. Here is a level of service that would have been unobtainable if not for outsourcing. A Company will now have access to a highly educated and well trained pool of staff, that can be formed into another company, and contracted to do the job.

The latest type of software to be used with Track and Trace implementations, is J2EE Architecture. This was developed through the Java 2 platform. It can be used to track the logistics of the goods in transit, and provide a series of check-points, pooled together as a Field Force Solution.

The Service Level Agreements (SLA) are the benchmark by which an Outsourced call center is judged. They may have stipulated specific measurable metrics (SLA’s) by which they are measured. So the radio tags would be a vitally important part of that process. What is more, it may be possible for outside sources to view the activity and make their own judgements on its performance. In the past, large companies could hide behind their bulk to hide away from the public. This is no longer possible, and competition is now judged on quality of performance.

RFID is now replacing scanned codes, as a method tracking a parcel. In the past, a supplier would have to hope the person scanning the parcel was reliable enough to do the job efficiently. If they did not scan the code, no one could track the progress of the parcel. But with RFID the radio frequency itself can be tracked, cutting out the margin of error.

The RFID is formed into a TAG. Inside the Tag are the tracking device, an antenna, and a controller. Here lies a chip and a coil to form an antenna. This can actually broadcast a signal, which is usually picked up on a handheld device, but can also be tracked via a satellite. Once the signal is picked up by the reader, it will be sent to a computer to process the data. This will be analyzed by CRM software, to present a true account of where the parcel actually is.

Help Your Patients to Maintain Their Respect

In the summer of 1969 a respected neurosurgeon at Hahnemann Hospital in Philadelphia walked into one of the clinics. He looked surprised to find there a patient on whom he had recently operated. The surgeon knew that the parents of that young girl did not have a financial situation that would require her to use a clinic. Why was she there?

The simple answer is that in 1969 there were no PC computers in homes and doctors’ offices, and there was no appointment setting software. The girl’s mother had marked the right date on her calendar, but in the mother’s mind the desk calendar showed a date different from the one that she had actually marked down. Therefore, the girl had missed her appointment, one scheduled for two days prior to the day that the girl and her parents appeared at the clinic.

Now the above story illustrates why physicians need to give thought to use a tool that could avoid such mix-ups, a tool such as the appointment setting programs. With such programs available, a doctor can use the Internet to e-mail patients reminders about appointments. Such reminders help patients to remember appointments, and they do not require the time of the office workers. In addition these appointment-setting features have the potential to assist with the detection of last-minute changes in a patient’s schedule—especially changes related to a medical condition.

For example, back in January of 1982 on gentleman had an appointment with a neurologist at UCLA, a physician who had had the man’s pregnant wife as a patient. That man ad to miss his appointment, because his wife went into labor that very morning. He spent the day coaching his wife through her labor pains.

With the right input into the appointment setting program such mix-ups could be avoided. Then patients would not need to explain to one doctor how an emergency visit to a second doctor had led to the missing of an appointed visit .

Call center outsourcing has many advantages for the off shore companies that enter into it. However, there are great risks attached to such strategies and these have to be faced if the Industry is to be taken seriously as a major employer and to be made attractive as an investment opportunity. This market is set to grow from $8.4bn, to $12.2bn in 2007.

The Gartner Customer Relationship Management Summit held in London has pointed out many of the shortfalls. The largest problem is staff turnover. This is a new Industry and even though new frontiers are being faced, human problems will always rear their heads. Much of this customer service outsourcing is being set up in countries that have never had the luxury of being given such a major employment opportunity. In the past all their personnel had to look forward too, was either a dead-end job in an old fashioned industry at home, or travel abroad to look for work.

Customer service outsourcing, has enabled them to have a high quality job in their own social environment. But it’s not for everyone, and many, attracted by the bright lights of a dream job, have soon found out that it is not the life for them. This may not be due to the nature of call centers as a whole, but bad management.

It takes a very skilled management team to run a large pool of people in a call center. Technical problems will always come along, and when things go wrong, it takes a cool head not to panic. Once the general staff know something is wrong, they may fear for their futures. Will the call center carry on? So only experienced managers can pull the situation round and calm their fears.

Unflappable managers are hard to find, and there is certainly a world wide shortage. Once a heavy amount of investment has been placed in any customer service outsourcing area, it has to be secured. If there is to be no magical return on investment, then damage limitation is called for. In many cases the only solution to a failing call center, is to merge it with another. One firm will acquire another.

Another reason why many call center outsourcing projects will fail, is due to the fact that they are there simply to cut costs. There comes a point when things cannot be slimmed down any more, and false economy will simply lead to disaster.