Indian Contact Centers in the Spotlight

The Indian contact center market continues to grow, providing offshore investors with services at prices that are much lower than those found in western locations. Investors across verticals in both North America and the United Kingdom have been quick to use Indian call center services, and despite recent negative press, evidence suggests that this trend is set to continue.

REPORT HIGHLIGHTS

India is one of the longest-serving markets for offshore contact center services. Because of this, western investors are aware of its capabilities, and many have already established operations there. Thus, the relatively slow growth is reflective of India's mature positioning on the offshore product life cycle.

The overwhelming majority of Indian offshore agents were responsible for serving US-based customers. This is due to the strong efforts on the part of Indian outsourcers to market their services to American firms, as well as to the sheer size of the US economy, relative to that of other countries.

Given the rapid growth of the contact center business over the past decade, the recruitment of skilled, English-speaking agents has been a priority for providers. Therefore, agents fitting this profile have seen demand for their services climb, as well as their wage rates.
[Fade out the market survey infos]

ABOUT DATAMONITOR

INTRODUCTION

Why are we talking about Indian call centers?
What you will learn from this brief
Datamonitor’s take on Indian contact centers

INDIAN CONTACT CENTERS – MARKET CONTEXT

COMPETITIVE ISSUES FACING INDIAN CONTACT CENTERS

Attrition
Pricing
Sophistication levels
Recruitment
Incentives
Ongoing offshoring backlash
Corruption
Lack of middle management
Urban locations

CONCLUSIONS

APPENDIX

Future readings
SPP writing team
How to contact experts in your industry
[Fade out table of contents]