Friday, March 6, 2009

Call Centers

Call centers are a phenomenon that has taken over the young crowd of metros in India by a storm. Its implications are social, cultural and economic. It is a new society of the young, rich and free, selling the new dream of an independent life to the regular desi. With a bang in telecommunications and the boundaries of countries fast disappearing because of the Internet, the world is shrinking into smaller and smaller dimensions. It is getting slighter by the day and faster by the hour.

What started as a niche service provision has evolved into a whole new industry in itself. Call centers are organizations in countries where an offshore company services American customers for American clients. Although the business did start off with America, it is no more restricted to the United States only. Countries like Australia, Canada and The United kingdom have also started outsourcing their work to India. The work that is outsourced is from various industries like credit cards, healthcare products, personal care products and education.

Because of its vast English speaking population, India has become an ideal candidate for outsourcing US workload through business process outsourcing. English is a popular and well spoken language here. Indians learn English as their second language and are familiar with it. But speaking the global language is not the sole reason for this choice.

The fact that Indian labor is relatively cheaper than American, was also a valid argument for those in favor of outsourcing. Indian labor cost is almost one tenth as compared to American when it comes to the call center industry in particular. That stems from the facts that Indian standards of living are lower than Americans and that Indian pay structures vary greatly from their American counterparts. 

No comments:

Post a Comment