You're sure to talk to someone from abroad in your every day activities thanks to the still growing number of telemarketing companies, customer and technical support departments, and other such call center services that have been outsourced. Actually, call center outsourcing is such a trend and is so typical 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 precisely 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 low cost labor, because though they would pay their outsourced employees a great deal much 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 3 main contributing factors to the trend of outsourcing call center services.
Fluency in the language . Most support roles entail communication via phone, VoIP, chat, or some other form of communication within 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 exact same skill sets and also the same responsibilities as somebody you'd hire from the States-and you'll be paying him some thing a lot, much less than you would be paying otherwise. It's just practicality: the exchange rates with countries that have English proficient workforces are very, extremely favorable to companies who can afford to outsource.
Reduced operational and maintenance costs in terms of personnel training, facilities, and other routine functionalities is another great advantage. 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's simply cheaper to operate out of outsourced businesses in third world countries. And the work output is just about the exact same, even much 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 businesses for their outsourced departments.
And these skill sets of potential employees could be further developed much to the benefit of the company employing the individual. Not to mention the workforce in India, for example, have much more technical acuity than the general population of the workforce in America, which means Indians are much better suited for technical support roles-a major function 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. Throughout the past decade these factors didn't really change much, so would the outsourcing trend continue to grow unabated.
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