Outsourcing Call Centers

Large global corporations have already begun to outsource from India and the Philippines. The relatively low cost of manpower makes these countries a very attractive base for sourcing cross-border IT-enabled services. India has been the largest provider of software engineers to silicon valley. And the benefits provided by such global corporations are very helpful to the economy of these countries. The Call Center Industry is now considered a major source of employment in the Philippines, a nation with virtually millions of English-speaking people.

The usual time difference between America and these countries make outsourcing an advantage, since most companies like to have customer care and support available round-the clock. Some 85% of Fortune 500 sales and marketing executives are outsourcing more key marketing services and 90% of these companies report that it has made them more competitive. However, since the increase in outsourcing, these companies received more complaints about Indians with heavy accents handling customer calls. This is due to the very big demand of English-speaking agents and scarcity of capable ones.

Outsourcing used to be just a trend but is now a staple practice in growing companies that seek cheaper and more efficient investments with high returns. Market analysis researches highly recommend an increase in the companies outsourcing to answer the continuing strategies needed for cost-efficient and effective marketing and customer relations. A company hires an agency that will hire college-educated agents, capitalizing mostly on the expertise of an individual. The continuing drive to outsource has contributed to unemployment, because companies save more money with Indians and Filipinos on their payroll than with Americans who are covered by a very strict labor code implementation.

Agents in Call Centers work in shifts and are trained to be oriented around the area where their clients are located.