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Why Offshore
In addition to locations in America and Europe, Client Outsource leverages a globally competitive talent pool located in India. We went through all of the decision process of country selection so you don't have to. Having done this before as employees for a Fortune 100 company, we decided on India. Here's why:
 Advantages
In order to find the most cost-competitive talent worldwide to interface
with their customers, many large global companies have chosen India
as a location for their customer interaction centers for English-speaking
markets. These centers have not only included call centers, but
also correspondence & email response, and back office.
Some of the following characteristics have been
key factors in this trend:
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India has one of the largest
English-speaking populations in the world |
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A huge, educated workforce:
a major emphasis on technology and engineering has produced
a high quality talent pool which can help support complex
IT projects, products, and services, at fractional costs compared
to US or American staff |
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India enjoys the confidence of global companies: a fast-growing,
export-oriented IT industry, representing $7.6 billion in
revenue, is recognized around the world for it’s capabilities,
advantages, and growth |
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24/7 service or sales for much lower cost |
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Cost-effective work force; staff costs at US call centers
averages 60% of all costs |
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Government support: numerous policy initiatives and incentives
are the result of recognition of the value of this industry |
Success
Stories
Who has made India work as a location
for customer response?
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GE Capital directs
over 10,000 employees in India to staff call centers in the
credit card customer query & collections, process and
administer HR functions, and process mortgage and insurance
claims |
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Dell offers technical support
to end-users |
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American Express employees
interact with internal customers for it’s internal financial
operations |
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Intuit (Quicken, Quickbooks, Turbotax)
gives customer support from India |
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British Airways, one of the
pioneers in choosing India, processes ticket administration
and other back office functions (no customer interactions) |
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Infrastructure:
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Domestic leased circuit tariff reduced by 79%
last year |
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New submarine cables offer 33 times current bandwidth utilization |
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Basic, Cellular, Internet, and Paging Services privatized |
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International Internet Gateway privatized: likely reduction
in tariff |
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Business Continuity & Redundancy |
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India’s infrastructure, combined with the right additional
redundancy measures, can achieve virtual-parity with developed nations’
infrastructure, as measured by power and communications uptime.
Regulation
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Software Technology Parks (STPs) established,
providing incentives and concentration of others requiring
similar facilities |
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100% foreign ownership permitted in IT Enabled Services
industry unlike other sectors where foreign ownership is restricted |
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To provide ready-to-plug IT infrastructure and telecom facilities. |
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Single window clearance for all regulatory compliance issues |
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Well developed legal system |
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High accounting standards and ethics |
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Established banking infrastructure |
Next: People
& Training
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