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The following article was published in our article directory on December 20, 2010.
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3 Main Reasons for Call Center Outsourcing

Article Category: Business

Author Name: Terry Stanfield

You're sure to talk to someone from abroad in your daily activities thanks to the still increasing number of telemarketing companies, customer and technical support departments, and other such call center services that have been outsourced. In fact, call center outsourcing is such a trend and is so common that it's usually expected by an average American consumer to talk to a guy from India or the Philippines about an inquiry they have or a service they need done. In the past they'd expect someone from the States to be on the other end of the line; but nowadays it's the usual thing. Why exactly is this happening?

The short answer is that companies get just the same levels of output from call centers in India as they would from call centers in America, and they cost much, much less . And that's not exactly cheap labor, because though they would pay their outsourced employees a lot less than what they'd pay employees based in America, the outsourced employees still get above average salaries in their countries. For a clearer view on the matter, here are the three main contributing factors to the trend of outsourcing call center services.

Proficiency in English. Most support roles entail communication through phone, VoIP, chat, or some other form of communication in the English language- and a lot of outsourced employees are acceptably proficient in the English language as to be suitable in their roles and functions.

As such, it would be too hard to pass up employing someone elsewhere with the same skill sets and the same responsibilities as someone you'd hire from the States-and you'll be paying him something much, much less than you would be paying otherwise. Again, it's simply being practical: the exchange rates with countries that have English proficient workforces are very, very favorable to companies who can afford to outsource.

Reduced operational and maintenance costs in terms of personnel training, facilities, and other routine functionalities. The same can be said regarding overall operational costs: it's just cheaper to operate a whole department out of India than in Chicago .

It's just plain cheaper -manpower expenses, facility maintenance, research and development-all of it is simply cheaper to operate out of outsourced companies in third world countries. And the work output is just about the same, even better after some acclimatization and tweaking.

The potential and qualifications of the workforce. Not only do other countries have a lot of English proficient individuals who are not employed, but these employees have skill sets required by many companies for their outsourced departments.

And these skill sets of potential employees can be further developed much to the benefit of the company employing the individual. Not to mention the workforce in India, for instance, are generally much more adept in technical matters than the general population of the workforce in America, which means Indians are better suited for technical support roles-one of the major functions of most outsourced call centers.

As you can see from these reasons, the benefits of outsourcing call center services revolve around English proficiency and the exchange rate. As these factors never drastically change , so would the outsourcing trend continue to grow unabated.

Keywords: outbound telemarketing companies,telemarkecting programs,lead generation firms,lead generation companies

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