Call Centers India

Voice, chat and email support delivered from India and the United States

Call Centers India provides outsourced customer care and telemarketing for small and large organizations. The company has its head office in Seattle, Washington, with delivery centers in both India and the United States, and it says those centers run on an end-to-end IP-based network with modern equipment.

What the company handles

According to the company, its range covers voice support, live chat, email support and toll-free response lines, and it says the quality of this customer service has been recognized by the call center industry. The detailed service lines include:

• Inbound call center work, where agents take calls from a client's customers.
• Outbound calling, including telemarketing campaigns.
• Email and chat support, including web-based chat, order taking and order tracking.
• Technical support and back-office processing for clients that want non-voice work done too.

The firm says it can take on either a customer service program or a telemarketing campaign and that it aims for cost-conscious solutions that stay focused on return on investment.

The case it makes for outsourcing

A good part of the company's material explains why a business might hand work to a third party. It lists access to specialized skills that may not sit inside a company's core strengths, savings that come from lower labor rates in India compared with developed economies, freedom to concentrate on core activities rather than peripheral ones, and faster delivery to end customers. It also says that cutting cost is no longer the only reason firms outsource; efficiency, shorter turnaround and access to skilled resources matter as much. It advises that choosing a partner should follow research and planning.

Staff and management

The company says it invests in its call center executives with special training and workshops, treating them as the most important part of the operation. Its management team reports more than 50 years of combined experience in running call centers, which it says supports clients in a wide mix of industry segments. The company also publishes articles about the business process outsourcing industry.