Tring-Tring Outsourcing Call Center
Michalis 'BIG Mike' Kotzakolios


Defined Tag: Outsourcing Call Center.

Call center is an industry term referring to a functional area within an organization that handles such services like answering incoming telephone calls from customers (usually for product support), making outgoing calls or telemarketing, lead generation and emergency response. Call centers also provide interactive customer support by responding to faxes, emails, web-based chat etc. These days, the voice and data pathways into the call centers are linked through a set of new technologies called CTI -computer telephony integration.

Outsourcing call center operations can be a strategic tool for companies to make their business more dynamic and profitable, if they know how to take advantage of it. Remember, the outsourcing provider is being asked to manage a tremendously valuable corporate asset i.e. "customer relationship". The significance of this aspect cannot be overlooked. Companies should therefore consider the following criteria when outsourcing call center functions:

The activity or tasks concerned are not essential to generating profits or maintaining the competitive edge. The work is routine or monotonous that wastes valuable time, when in-house resources can be better utilized elsewhere. And finally it's comprehensively less expensive to have someone else handle it. Given these facts, there has been an increasing trend of outsourcing call center processes to developing countries like India and Philippines.

India especially, has a vast pool of highly skilled and relatively inexpensive English-speaking workforce. Outsourcing call centers operations to India not makes astute business sense, but also improves efficiency. Contact centers in India are more professionally managed than their counterparts elsewhere in the world. In addition, Indian call center agents are typically tech-savvy graduates, as compared to personnel in the developed world who usually are high-school drop outs.

Manpower typically accounts for sixty percent of the total operational costs of a call center operation. In Third World countries, relatively similar and at times even better manpower is obtainable at a fraction of the cost. By moving call center processes to countries such as India, Philippines, Malaysia, etc. companies can exploit the cheap labor and infrastructure facilities available in these countries, thereby overcoming the spiraling operational expenses and manpower costs in developed countries, and enhancing their bottom-line.

BIG Mike is a well known author, developer and Adsense expert as well as the owner of Niche Maniacs - a unique Adsense Marketing System designed to build long-term passive income streams from Adsense, Amazon, YPN, Chitika and other PPC services.