Report on Call Center business in India

Report on Call Center business in India

The call center industry is booming in India - and with good reason. Leased line prices have fallen dramatically. High bandwidth telecom links are available. Toll-free long distance services are allowed. Foreign companies have realized that it's much cheaper to outsource their call center business to India, leveraging on its cheaper labour and IT skills. Besides, exposure to competition is pushing more and more services and industries to put customer service in the forefront.

INDIA CALL CENTER DATABASE

A database of names, addresses and other contact information for over 80 modern call centers in India focusing on international business is available for a small extra payment (see below for payment details)

For foreign companies, the new environment has created the opportunity to either outsource their call center operations to India-based companies or set up their own call center / integrated back-office hub in India.

To capitalise on the call center opportunity in India, entrepreneurs need to understand not merely the global call center industry, but the dynamics of the entire outsourcing process.
What you get

The report analyses the new regulatory framework, economic environment, and business opportunities offered by the call center business in India. It covers the economics of call centers and e-mail processing centers. More important, it tries to impart an understanding of what clients look for most in an outsourcer, so that entrepreneurs can organise their call center operation accordingly. It also gives models of successful call centers.

The report is not based on primary survey data, but comprehensively covers the secondary information and data available, including information not easily available. The report's information base is kept uptodate.

The report is divided into the following sections :

the international call center market, and its relevance to the call center business in India
Regulatory framework relevant to call centers. DOT's policy and attitudes towards call centers
Nature of the call center business. Incoming/ outbound call center segments . Characteristics of demand and supply in each segment
Status of call centers in India, and relevant lessons offered by other IT-related processing operations in India. Analysis of their growth and performance.
Outsourcing and offshore development strategies of MNCs.
What companies attach importance to while choosing an outsourcer. Implications for organising a call center operation
Models of successful call centers
Economics of setting up different kinds of call centers. Sources of revenue. Costing, labour, equipment, carrier fees, profit generation
Economics of setting up e-mail processing centers
Actual and potential problems faced by call centers, and how call center companies are coping with these
Impact of new technologies and approaches, like web integrated call centers, computer integrated telephony, intelligent call centers, PC-based call centers etc
What's on offer by call center equipment vendors

Pricing and delivery

The report is priced at $100. It will be e-mailed, in Microsoft Word or html format. The Call Center Database (See Box above) is available along with the Call Center Report for an extra $40, or otherwise can be bought for $50. For hard copies an additional $35 is charged.