Bangalore – The Heart of Call Centre Outsourcing?

With the rising globalization and technological advancement, communication has played a vital role in bridging the communication gap between businesses and their customers. As customers are the heart of an organization, a lot of emphases is placed on ensuring customer satisfaction. Similarly, call centres evolved in ensuring customers’ sales and customer support. The organizations started call centre services using their inbound employees, but as the organizations expanded their operations, the concept of business process outsourcing (BPO) was introduced, whereby exte al agencies are contractually hired to perform specific processes. During the late 1990s, American companies were the first ones to initiate call centre outsourcing which gained rapid popularity as outsourcing processes were cost-efficient and streamlined the business processes. Outsourcing call centres also help organizations to set a competitive advantage in the market industry. After that period this Bangalore city is growing day by day. And most Call centre foreign companies like to have their offices in this city because of good infrastructure and man power availability. Because of a huge number of resources, this city is the first choice for the big companies. India is one of the pioneers in the field of business process outsourcing, and Bangalore has emerged as “the outsourcing capital of the world,” as per the recent surveys. Though the city has a fragile and weak infrastructure, it has gained a reputation for being a leader in outsourcing services. The city fights its own challenges each day, from high living costs to congested areas to unreliable power supply. Despite the various issues it hosts, its technological advancement outnumbers its grim challenges. The quality services that the outsourced call centres provide have gained a competitive advantage in the call centre industry globally. There are a huge number of Call centre Outsourcing Companies In Bangalore. Over the years, more tha 242 software and technology companies have made an investment and chose Bangalore as outsourcing their businesses processes. Some big multinational companies are: “HP, Intel, Microsoft, Oracle, SAP, Cisco, Google, Yahoo, and Amazon.” The key features that make Bangalore a suitable outsourcing location are: • Bangalore, which is India’s biggest outsourcing hub, hosts young and talented specialized personnel, and the highest turnout of graduated engineers and the highest number of engineering affiliated colleges are in Bangalore. • The highest growth rate in the past years in Bangalore as compared to the other cities in India or beyond and highest number of outsourcing vendors, as the city provides a solution for almost every business process. • Favourable climatic conditions make the working and living environment pleasant for people from different geographical backgrounds. • Bangalore has large, educated manpower which is willing to offer and perform the services at a lesser price, which is almost a fraction of the costs paid abroad. The salaries are also higher in Bangalore as compared to the other cities in India, which attracts the talent pool. • India’s Time-Zone has been a big advantage which has enabled the global organizations to provide uninterrupted customer support around the clock “24x7x365’. • State-of-the-art Technology and Infrastructure development have provided an edge on high-end services for the customers. Due to India’s privatization, there is a reduced tariff on internet services and telecom services, empowering the technological infrastructure. • Man power is easily available in this city. With numerous features that Bangalore hosts, it remains an attraction for outsourcing call centres. Amidst the developments of big giants such as the Philippines and China, will Bangalore continue to play the role of “Silicon Valley on India”? Time will decide.