In the face of severe competition from other similar companies in your industry and geography, you may find it incredibly challenging to dedicate time and effort to your non-core competencies. As a result, your business might have a lot to gain by outsourcing chat support services and voice-based customer support to a contact center in India. Outsourcing an industry-specific BPO company in India will leave your resources to focus solely on core competencies and revenue-generating activities. In the meantime, the BPO company will deal with all non-core competencies, including all forms of customer engagement activities.
Over the course of the past two decades, contact center solutions around the globe have evolved by several paces. Today, they have emerged as key components of business strategies and are utilized by several organizations across business verticals. Experts believe that competent contact center services are the cornerstone to superior customer experience management and successful business operations. However, the location of the contact center company has a massive say in the kind of customer service you get. And India has emerged as a popular destination for contact center outsourcing over the course of the last two decades.
Key reasons for India to be a top destination for outsourcing non-voice & voice process services
There are several reasons why companies prefer to outsource non-voice and voice process services to contact center companies in India. These include:
- 24/7 customer support
Most large enterprises around the world have operations and customers outside of their time zones. As a result, it can often become incredibly difficult for them to be available for customer support at customers’ convenience. Some businesses also find it impractical to deliver round-the-clock customer services by operating in-house teams of customer support representatives. The associated expenses can be a major stumbling block, but they also lack the expertise to manage customer support departments. For such businesses, outsourcing to a BPO company in India can be the ideal solution for their customer support requirements. With 24/7 availability, contact centers in the country are capable of offering round-the-clock non-voice and voice process services to clients.
- Talented & diverse workforce
Universities and colleges in India churn out hundreds of thousands of talented and educated professionals every year. A significant portion of this workforce is employed in the country’s BPO industry. This means that every year, numerous educated and skilled professionals help businesses around the world deliver competent customer services. India is probably the only country that can boast about making such massive contributions to the global BPO industry. Hence, by outsourcing your customer support to India, you too can dip your hands in this massive talent pool. This will also help you access a diverse workforce that can have a tremendous cultural impact on your customer services. In the end, outsourcing chat support services and voice-based customer support to India can be highly rewarding to your business.
- Flexible & inexpensive pricing
One of the best aspects of outsourcing customer services to a BPO company in India is inexpensive and flexible pricing. The country’s massive workforce contributes heavily to the low prices due to the availability of cheap and skilled labor. In addition, there are several grants and other subsidies offered by the Indian government to companies in the BPO industry. Together, they make it possible for contact centers in India to offer top-quality professional call center services at low prices. By outsourcing chat support services and voice-based customer support to India, you can obtain premium customer engagement at a fraction of the costs of outsourcing to a contact center in the United States or a BPO company in a European nation.
- Incredible experience & expertise
BPO companies in India have been offering contact center solutions to businesses across industries for over two decades. As the global BPO industry has continued to evolve its operations and service deliveries, so has the Indian BPO industry. As a result, contact centers in India have gained incredible expertise and experience in offering top-notch customer services across industries. Regardless of your industry and business operations, Indian BPO companies can deliver customized solutions depending on your unique business requirements. Top contact centers in the country also have multiple global locations that help them maintain incredible consistency in their services. This enables businesses to deliver premium non-voice and voice process services to customers for superior customer experiences.
- Multilingual & omnichannel support
BPO companies in India, by virtue of the cultural diversity in the country, are able to offer multilingual customer interactions. In addition, the global presence of top contact center companies also allows them to offer customer support in multiple international and regional languages. This ensures that customers are able to communicate with contact center representatives in their native languages for a more personalized experience. At the same time, modern contact centers also have updated infrastructure and utilize AI-powered digital solutions. This empowers BPO companies to offer omnichannel customer support and virtual assistants to complement the non-voice and voice process services. This, in turn, contributes to superior customer engagements and efficient CXM.
- Flexible solutions & scalability
Due to its massive workforce and talented professionals, BPO companies in India can upscale resources whenever necessary. By outsourcing customer services to a contact center in the country, you can easily hire appropriate professionals without having to bear extremely high expenses. Depending on your business requirements, your customer support partner will upscale or downscale agents to cover fluctuating customer communication volumes. In addition, you are also likely to find it easy to hire appropriate professionals with the necessary skills. From level-1 executives to high-end managers and top industry honchos, you will have access to all kinds of professionals that suit your business requirements, making it incredibly less tedious to hire the best staff.
There are multiple other reasons to choose India as your preferred location for outsourcing chat support services and voice-based customer support. These benefits will ensure that your investments in contact center solutions are fruitful and deliver great value through massive ROIs.
India is currently in the middle of a significant digital revolution. There is a massive technological overhaul in almost every area and industry in the country. Digital transformation in the IT industry has gone through the roof, with robust infrastructure becoming a staple in every department. In the near future, outsourcing chat support services and voice-based customer support to India is only set to become even better and much cheaper.
