There are many businesses in the United States that outsource customer service to Indian call centers. Some of these businesses are among the top companies in the world.
There is a lukewarm feeling about Indian call centers among Americans. People feel that jobs are being taken from them. They also feel it is hard to understand non-native English speaking operators.
The origin of outsourcing began in the 1990s. Big corporations like General Electric had divisions in India. The head of the GE took advice from an Indian realtor one year and bought an office for its Indian division. Shortly thereafter, the head of GE in India formed a voice operations company with managers from GE and American Express. Its objective was to facilitate communications with their US counterparts.
It immediately became clear to GE and many other US businesses how convenient and cost-effective the call-center process promised to be. Soon, the advent of the Internet and other telecommunications advances proved this to be true. By the 2000s, companies in the US that were now reliant on their online presences were using the affordable off-shore help.
The main benefit of call centers is that they are cost effective. The call center pays for its employees and the company that hires it pays the center for its services only. Everything including training is done at the call centers so the entire customer service process is taken care of. The company hiring the call centers does not have to worry about finding its own employees, training them or paying them full-time salaries.
There is evidence that outsourcing can reduce customer satisfaction. and can cause a firm to lose business. We know of a tree care company that was growing so much that they couldn’t keep up with the amount of inquiries, so they outsourced their data processing, and was able to keep up with demand and become profitable again. Overall, when handled correctly outsourcing can improve a company’s profit. Outsourced customer service has a healthy future in sight.