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Call Centers in India
Global organizations have always preferred outsourcing call center services to India, when compared to outsourcing to China, Philippines, Malaysia and other Asian countries. India has always been the most preferred outsourcing location, because call centres in India offers a wide variety of advantages that other countries do not offer. Today, having call centers in India has become the norm for several global companies. India has been able to effectively meet the growing international demand for call center outsourcing services by providing cost-effective services and customer-oriented call centers. Many international organizations are also setting up call centres in India, because India has a large qualified workforce and can also provide cost-effective call center outsourcing services. Outsource call center services to India and give your organization a competitive edge. The following are a list of reasons why outsourcing call center services to India makes business sense.

Why outsource to call centers in India?
1. Large and educated workforce
Call centers in India have a largest number of qualified, tech-savvy, IT literate, trained, skilled and experienced professionals. India has the largest English-speaking population after the USA. India’s large and well-educated workforce has been one of India’s main advantages over other countries. India will continue to have a well-educated and large workforce, because India has an ever increasing number of college graduates and a large number of successful training industries. These factors ensure that India’s resources will keep increasing year after year. India’s large manpower is willing to work for a lesser price. In a call center operation, manpower typically accounts for 55 to 60 percent of the total cost. In India, manpower is available at a fraction of the cost overseas. Initial investment in infrastructure and training can be expensive and make one believe that the promise of cost reduction is false. However, there will be savings and the fact that several global giants continue to set up call centres in India is proof of this.

HARSHA HALYAL Email harschal007@gmail.com VTU PG Center Belgaum

2. Specialized call center outsourcing services Call centers in India have experience in offering a number of call center outsourcing services, such as, inbound call center services, outbound telemarketing services, technical helpdesk services, CATI services, disaster recovery services, email support services and chat support services amongst others. Call centers in India can also provide a host of IT enabled services, such as, helpdesk services, accounting services, transaction processing services, remote network management and end-to-end processing amongst others. Call centers in India can offer expert product specific solutions, such as risk modeling, data mining, actuarial services and underwriting variation analysis. Call centers in India offer cost-effective call center outsourcing services without compromising on quality. Call centers in India also have the best of technology, people, processes, resources, operational expertise.

3. Time Zone Advantages
More and more global organizations have been outsourcing call centers to India, because of India’s time zone advantages. India’s twelve hour time difference enables global organizations to provide their customers with 24x7x365 days services. By taking advantage of India’s time difference, companies in the U.S have been able to ensure that their customers receive round-the-clock customer support. By outsourcing call centers to India, you can take advantage of India’s time zone advantage.

4. India’s Policies
The Indian government has extended its support to the outsourcing and IT industry. The government of India has allowed duty free exports of capital goods and has provided tax exemption on the export of ITES. The Indian government has also aided the Indians in building software technology parks that have the latest in telecom facilities and infrastructure. This support from the Indian government has gone a long way in making India the world’s most preferred outsourcing location.

5. Latest Technology and High-end Infrastructure
Call centers in India employ the use of the latest technology, the best software and high-end infrastructure to provide high-quality customer support services. India has also experienced privatization and reduction in the tariff of internet services, telecom, cellular services and paging services. This has given India an advantage over other locations, in terms of infrastructure. India has the largest number of state-of-the-art call centers in the world. The Government of India has recognized the potential of IT-enabled services and has taken positive steps by providing numerous incentives.

6. Cost-effective call center services
Another important factor why global organizations prefer outsourcing call centers to India is because call centers in India offer cost-effective customer support services without compromising on quality. With the low cost of manpower available in India, Indian call centers

Edited by Foxit Reader Copyright(C) by Foxit Software Company,2005-2006 For Evaluation Only.

have been able to provide high-quality call center outsourcing services on a 24x7x365 days basis, at a cost which is more than 50% less if performed in the U.S or U.K. These reasons have encouraged more global corporations to outsource call center services to India, because they can get access to quality call center outsourcing services at a cost-effective price.

7. India enjoys the confidence and trust of global organizations
India has been one of the first nations to step into the call center outsourcing industry. Global organizations have already outsourced call centers to India and have found India to be an ideal outsourcing provider. Today, some of the world’s global giants have a base in India, from where they provide customer support services to their worldwide customers on a 24x7x365 days basis. These successful call center outsourcing ventures have encouraged more and more global organizations to outsource call center services to India and give their organization a competitive advantage.

Outsourcing Call Center Services to Outsource2india
Outsource2india, a pioneer in outsourcing has been providing a wide range of services to global organizations. O2I's technology-driven call center services can enable you to provide your customers with high-quality call center services, while saving on your operating costs. The following are a list of call center services that Outsource2india offers.

1. Inbound call center services
Outsource inbound call center services to O2I for online sales, order taking, order entry, answering services and customer services amongst others.

Inbound Call Center Services India
Strategic call center inbound services help a company attain its business objectives. These services cover the gamut from scheduling sales demos and handling loyalty programs to taking messages, ramping up telesales, locating dealers and retailers and much more. Outsource inbound calls to India for catalog or online sales, order taking, order entry, reservations, message taking, appointment setting, handling requests for information or catalogs, event scheduling, scheduling sales demos, answering services, customer service, custom technical support and help desk services.

Outsource inbound call center services to India
International companies are discovering the benefits of outsourcing call center solutions to India for quality service, cost savings of up to 50%, and competitive advantage.

Email harschal007@gmail.com

Call centers account for a dominant share of the ITES-BPO sector in India, which continues to chart strong year-on-year growth, estimated at 37 percent for the financial year 2005-06. According to the annual survey of NASSCOM (India’s apex body for the software and services industry), revenues from the country’s ITES-BPO industry are estimated to touch US$ 6.3 billion. India has demonstrated its capability in providing excellent outsourced call center services to global customers in the real estate, travel, airlines, banking and financial services industries among others.

Why should companies outsource inbound call center services to India?
Call centers in India have proven themselves invaluable at a time when customer service and support is a key differentiator in a company’s success. In a world of ruthless business competition, survival is the keyword - and this needs a vibrant and dynamic attitude while carrying out business, backed by flawless customer support. Call center outsourcing has become a long-term competitive strategy for organizations wanting to stay ahead of the competition. Indian inbound customer service call centers have become a preferred destination for outsourcing customer service functions. Read about the superior customer service processes, service delivery models and best-practices in inbound customer service at Indian call centers that ensure significant value addition to customers worldwide. It is now possible for a global company to provide added value to its customers without taking the focus off its core business. Utilizing the services of an inbound order taking call center, adding more customer-focused services through an inbound call center service and increasing the sales effort through inbound call center sales are some of the ways.

What are the services offered by inbound call centers in India?
India’s state-of-the-art inbound call centers are providing custom call center solutions to global customers seeking 24x7 customer support and technical support. Strategic call center inbound services help a company attain its business objectives. These services cover the gamut from scheduling sales demos and handling loyalty programs to taking messages, telesales, locating dealers and retailers and much more. Outsource inbound calls to India for catalog or online sales, order taking, order entry, reservations, answering services, customer service, custom technical support and help desk services, message taking, appointment setting, event scheduling, handling requests for information or catalogs…

How can an Inbound Call Center in India enhance your business?

As you know, every missed call could be a missed opportunity. Whether you need to answer 100 calls in a day, or 10,000, you will find an inbound call center in India takes the load off you and becomes a professional and cost-effective extension of your business. The customer support agents in an Indian inbound call center will always respond to your clients, customers or prospects in a timely, polite and professional manner. Let them use their experience to help you make your business more successful. Inbound call center services will cater to your customer support needs and an answering service will give you confidence when you are away from your office - knowing that your calls are being answered promptly, professionally, and courteously.

What benefits can you get from an Indian inbound call center outsourcing service?
An inbound call center in India can offer Faster ramp-up, launch, and roll-out of new campaigns Experience with programs similar to yours Market testing capabilities Remote call monitoring Rapid response to market conditions Skilled, professional, customer support and technical service representatives Account management expertise Enhanced reporting capabilities Improved market coverage

Quality of people, processes and training
India has a large pool of trained call center agents with experience in the field. Most are college graduates who are comfortable with computers and are fluent in the English language. The business process outsourcing model has matured in India. We follow established best practices in our call center recruitment process to maximize returns on your investment and provide measurable results that impact your bottom line. Agents are given pre-process training which covers familiarization with the client’s systems and processes, accent neutralization and audio- or video-based exposure to the job at hand and the environment in which they will be working. A structured process is followed for transition management and the client is given access to the voice and data files to ensure 100% transparency and client control. Inbound call center operations and management are handled by well-qualified managers. Many of them have a Masters in Business Administration and are trained in Six Sigma process methodology – a customer-focused, data-driven methodology for performance measurement. The objective is to work towards zero-defect service through a process of continuous improvement.

Quality of inbound call center services

Quality can be monitored with tools that allow for comprehensive inbound voice process visibility and control. The Supervisor can view agent states and information on calls, change agent states, coach agents through chat messages or silently monitor the calls and queueing of calls based on client-specified business priorities. We constantly monitor the level of service provided by our call center agents and provide specific training based on feedback from the Quality or Operations departments. Read about our intensive call center training here.

Reporting
Customers have easy access to real time and historical reports, through Web-based reporting. Thresholds of calls are monitored and calls are routed to the most experienced or skilled agents to handle them.

Inbound processes
Remote users can login as supervisors, using soft phone. Agent states and call information can be viewed by the supervisor who can change agent states /silently monitor/coach agents through chat messages.

Quality of inbound call center technology
Inbound call center service providers in India have best-of-breed technologies and inbound call center software integrating Soft Phone, Predictive dialer software, ACD, CTI, IVR and Fax on Demand, Voice Logging and Call Blending among other advanced facilities for seamless operations and integration with infrastructure in client locations.

The Inbound Voice solution is based on Cisco IPCC
It features: ACD with skill based routing IP IVR Web based reporting IP OBX with voice mail Open Standards based on IP Infrastructure

The end-to-end IP solution is scalable and flexible
It features: Converged network Quality of Service (QoS)

Redundancy Multi-site support Location independence Consolidated and open data store Multi-channel support Open architecture and IP-enabled fast integration and deployment of new functionality and application Web based historical and real time reports Monitored threshold events GUI based scripting tool Call flow monitor Capability to make changes on the fly

Inbound Voice – IPCC Benefits
1. Web-based real-time & historical reporting can be used to monitor outsourcing performance and adjust staffing levels. 2. Enhanced customer service is ensured by: accurate call-by-call skill-based routing dynamic announcements to queued callers screen pops of caller data 3. Flexible integration The system can be cost effectively integrated with TDM (time-division multiplexing) & IP environments at customer locations. 4. Faster agent response times CTI integration can be carried out to deliver screen pops for faster agent response times and improvement in agent productivity.

What are the advantages of outsourcing to an Indian Inbound Call Center?
An Indian inbound call center service can offer communication services specifically designed to maximize the efficiency of your direct marketing efforts or to be a part of your technical support team. The call center will work hand-in-hand with you as a partner to build a strong, successful, longlasting relationships with your customers. Strategic call center inbound services can make all the difference to your company’s competitive edge.

2. Outbound telemarketing services
Outsource out bond telemarketing services to O2I for high-quality appointment setting and merchant account services.

Outsourcing Outbound Telemarketing to India
India accounts for over 40% of the global BPO market. Of the top 10 BPO destinations in the world, five are in Asia, with India's dominant share ensuring that nearly 26% of South Asia's exports come from services. Within services, the key segments are business process outsourcing and short- term migration. The BPO industry in India doubled in size last year, to $6.3 billion, and is expected to clock 37% annual growth over the next five years. Large multinational companies have demonstrated their growing confidence in Call Center Outsourcing and in India as an outsourcing hub, by signing multi-million-dollar, long-term BPO contracts with trusted Indian outsourcing service providers.

Offshore call center services telemarketing at Outsource2india
Outbound telemarketing is one of the key services offered in Outsouce2india through its highly sophisticated call centers. O2I's telemarketing services can help you in building leads, customer databases and also help you in finding new customers. When global companies outsource telemarketing to O2I, they benefit from significantly lower costs, proven process quality and access to a trained, computer-literate, college-educated workforce with good presentation and communication skills .

Outbound telemarketing India solutions
Outsource2india's offshore telemarketing solutions include: Telemarketing lead management Lead Generation / Qualification of telemarketing lead lists Decision Maker Contacts Appointment Scheduling Debt Collection Services Database Selling

Market Intelligence Services Product Promotion Research Surveys and Polling Customer Satisfaction Telephone and Web Based Business Development Up Sell/Cross Sell Campaigns Direct Mail Follow-up Seminar Population Apart from telemarketing products, India's offshore call centers also offer many other interrelated services such as: Telebanking Direct response television Customer service management for international banks, software firms, telecom service providers, credit card companies etc. Airline ticketing and reservations Database cleansing and updating Third party verification Record verification Fraud detection /prevention Calls Welcome / thank-you calls Continuity sales calls Any kind of message delivery

How are outsourcing concerns and cultural differences handled?
Every outsourced telemarketing campaign is preceded by thorough briefing and intensive audio and video-based training. Our agents and managers are familiarized with the product, the accents and the environment in which they are operating, to ensure success of the telemarketing campaign. Customers are also given secure view-in and listen-in options which give the added benefit of transparency and quality control. Want to grow your business and strengthen customer relationships while focusing on core activities? Outsource telemarketing to India.

3. Technical helpdesk services
Outsource technical helpdesk services to O2I, to transform your business processes and provide strategic business value.

Call Center Technical Support India – Expanding the help desk
At Outsource2india's technical support centers, technical support outsourcing has long since evolved from simple call handling to business process reengineering. The IT Help Desk has expanded to the integrated Service Desk. Outsource2india has proven its capabilities in strategic call center technical support outsourcing, both onsite and offshore.

India Technical support: Global Contact Centers
Evolving from simple call handling to business process reengineering, Outsource2india is building global contact centers for Technical Support Services – with the technology and people skills to keep pace with this change. Global industry majors are outsourcing technical support to India, not just for cutting costs, but for transforming their business processes and providing strategic business value.

From IT Help Desk to Integrated Service Desk
Technical support outsourcing involves transitioning the technical support function from a vendor or an OEM to a third party or an external service provider. The goal of IT Help Desks and tech support centers is to provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, 7 days a week. This role is expanding as firms seek to outsource a greater breadth of solutions to a fewer number of service providers. The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole. IT Help Desks at traditional call centers in India have been transformed into modern customer information centers (CICs) or contact centers. The role of tech support has expanded to include telesales – both pre and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, remote IT infrastructure management services. Read about our result-oriented call center training here. Customer interaction centers in India are proving their mettle with first level to high-end tech support (Tier-I, II and III tech support) delivered by highly qualified and experienced engineers, across various communication channels including VoIP, telephone, email, web and chat.

From cost centers to profit generators
Marking the change from cost centers into profit generators and guardians of customer loyalty, these highly evolved contact centers have moved out of the background of the customer support function and into the limelight as valuable aids to a company's marketing wing. They are employing a host of new technologies to support pre-sales and post-sales service.

Service – A strategic differentiator
In a world of intense competition, products are often “me-too.” Outsourcing tech support enables a company to differentiate its product offering with superior technical support. Higher levels of service quality, quicker responses and problem resolution means happier customers, and that translates to healthier bottom lines. Today, business is focused around the customer. The technology trend in the future integrates sales force automation, e-business and call center systems to form a single point of contact (SPOC) for the customer. Here's where technical support can create a strategic advantage for your product. IT helpdesks in India cover the entire spectrum of superior technical support services that helps your product stay ahead of the competition. Differentiate your product with superior service. Outsource technical support to Outsource2india.

Information is key to business success
From customers asking questions about new products or making complaints to tech support agents or help desk analysts resolving problems - all the information flowing into the tech support center or help desk is highly valuable. The data can be mined to reveal trends that enable prompt business decisions. Powerful data capture and analytics tools allow real time reporting every five minutes or half an hour, keeping a company abreast with the trends in the market. Proactive management of issues is possible using the information provided in dashboards. This is business intelligence (BI) that can be acted upon in real time and is invaluable to the success of a business.

Stakeholders become active participants
As companies embrace powerful new technologies to optimize their business processes, they can now engage their customers, employees and partners in their core business processes as active participants. The customer is no longer passive but actively engaged in the business. The flow of information between customers and employees can be used to generate new business opportunities and proactive business management.

Engage your customers! O2I's consultants offer excellent technical and customer support. Contact us.

Tech support centers in India: Staffed with qualified engineers
Technical support personnel at India contact centers are well-qualified engineers with technical knowledge and hands-on experience in customer handling. They undergo a rigorous selection process that matches their capabilities to the outsourcing company's business expectations. Training typically takes six weeks and develops the technical and customer service skills of the agents. The intensive technical support training process familiarizes helpdesk personnel with specific product features and functions, the client's requirements and business rules, reporting systems, escalation processes, whisper coaching assistance by an experienced mentor, and more. Outsource2india customizes recruitment and training of tech support consultants to your specific needs. Contact us.

Enabled by best-of-breed technology
Powerful technologies at India technical support centers include: Optimized internal support processes Workflow configuration and task automation Intuitive, collaborative features Flexibility Customization to the unique needs of your business Global majors have not only dramatically reduced costs but have improved the quality of their services by outsourcing tech support to India . They have shown their confidence in the capabilities of Indian service providers with year-on-year repeat contracts. India offers a proven BPO offshore delivery model with world-class helpdesk infrastructure capabilities, reliable telecommunication links, quality and process maturity, voice support skills, and qualified engineers with technical and customer support skills. Outsourcing is a mature industry in India and Indian vendors have the experience of working with global companies over several years following global best practices and delivering to high levels of quality.

4. CATI services
Outsource CATi services to O2I and for accurate and reliable data collection services.

5. Disaster recovery services
Outsource disaster recovery services to O2I for strategies that can help you deal with potential disasters.

6. Email support services
Outsource email support services to O2I and be assured that your customers' emails would be answered accurately within a quick turnaround time.

Offshore Email Support Services and NonVoice Call Centers
Email has now become the primary means of data transmission and customer relationship management. As a result many companies are outsourcing their non-voice call center needs, including Email support services.

What role does an email support service play in my company's eCRM program?
Email has now become the primary means of data transmission and customer relationship management. As a result, many companies are outsourcing their eCRM needs, including email support services. Low cost, non intrusive and any time-anywhere access are some of the advantages of email based communication. An efficient email response service is crucial to any company's brand building and growth.

How can offshore email support services help me?
Having your customer's email queries answered promptly, efficiently and accurately is bound to increase customer satisfaction. Offshore email services enable you to balance work between peak and off-peak periods. As a result it makes sense to outsource web-based support systems so that you can maximize focus on core competencies. This in turn enables efficient time utilization. Having a professional offshore email based support system ensures lower call volumes and substantially reduces costs for voice support.

How will this setup work?
A knowledge base of frequently asked questions and answers will be created in collaboration with our customers needs and requirements. The knowledge bases are continually updated and improved, based on our agent's interactions with customers. Realizing that there are few quick fix solutions, our agents are thoroughly trained and familiarized with the client's processes, products and services. When an email is received, incoming messages are scanned and routed to the appropriate agent. Our trained and competent agents provider clear, consistent, and complete answers to increase customer satisfaction and reduce follow-ups. The use of a database that holds standard responses to frequently asked questions ensures that the agents' have access to quick and standardized responses. The online knowledge base can also be used to provide immediate personalized responses to customer queries.

What services can I expect from Outsource2india?
We have successfully and competently handled email support services for several global giants and our experience ranges from handling simple as well as complex issues. Our email services are comprehensive and includeCustomer care Technical support Order fulfillment Verification Complete query resolution Resolving escalated cases We also support service level agreements (SLAs) based on client requirements, thereby providing answers via email within the time window agreed upon by both parties.

Why outsource email support services to Outsource2india?
O2I is a company that has established itself in the field of outsourcing for the last six years and gained competencies in other channels as well. We have the expertise to control scale with complexity and have maintained a reputation for reliability and quality assistance with our customers especially in the sphere of email support. We understand the dynamics of email support or eCRM and the fact that it is a developed hi-tech industry.

Our core business is enriching customer experience while at the same time ensuring quick, cost effective one-stop solutions. With a very high degree of process control, we bring to the table the top email customer support in the industry.

7. Chat support services
Outsource chat support services to O2I to provide your customers with efficient services on a 24x7x365 basis.

Outsourcing Chat Support Services to India
Online chat support is yet another way of providing better, faster and efficient customer support services to your customers. Chat support is live and your customers can get immediate answers to their queries and immediate solutions to their problems. Such efficient customer care can improve your business and increase your profits. Outsourcing live chat support services to O2I can help you benefit from expert, efficient and cost-effective online chat support services. By outsourcing chat support services to O2I, you can concentrate on your core business and reap the benefits of providing your customers with competent customer care services. Outsource chat support services to India and benefit from these advantages.

How does live chat support work?
Organizations who wish to provide live help for their customers can outsource live chat support services to O2I. At Outsource2india, our efficient customer care executives can answer the queries of your customers or just provide information to the visitors on your website. Online chat support services are carried out as follows. When a visitor to your website wants some information or has a query to ask, he/she simply clicks on the live chat link present on your website. This will initiate the live chat session. The customer care executive back at Outsource2india will then assist this visitor and answer his/her queries. The customer care executives at O2I will also be able to cross-sell and up-sell your products when they answer your customer's queries. Outsource chat support services to India and benefit from the unique advantages that chat support offers.

What type of chat support services can be outsourced to India?
Live chat support services can be employed for helpdesk desk services, for improving customer relationship services on your website and for business related queries. It can also be used as an effective method to cross-sell and up-sell your products and services.

Edited by Foxit Reader Copyright(C) by Foxit Software Company,2005-2006 For Evaluation Only.

The benefits of offering live chat support to customers
Live chat support is an effective means of customer support as the visitor to your website can get answers immediately. It is also advantageous, because personal attention can be given to each of your customers. The well-trained customer care executives at Outsource2india can individually answer each of your customers and this would bring about a tremendous improvement in business. Offering a live chat support service on your website also strengthens your website and improves your organization's customer care as viable customers can get answers immediately. Providing a live chat support option on your website is also an ideal way of giving your customers personalized information about your products and services. Having a live chat support option on your website enables your customers to get ready answers from anywhere at anytime. Online chat support can give your customer answers immediately and customers need not wait for emails to answer their queries.

Advantages of outsourcing chat support services to India
Outsourcing chat support services to O2I can help your customers in the following ways. O2I's efficient chat support executives can help visitors to your website find the product or service that the customer is looking for and also provide extra information about the product or services. Our online chat support executives can effectively, up-sell or cross-sell products and services, help customers fill in forms, orders and details for online transactions. Live chat support is personal and our online chat support executives can give individual attention to each of your customers. O2I's live chat support executives can also make the selling process short and convert the visitors to your website into potential buyers

HARSHA HALYAL Email harschal007@gmail.com VTU PG Center Belgaum.