All services that can be outsourced, will be. In
fact, there is little that cannot be outsourced, including manufacturing.
China has so far been the leader in outsourced manufacturing.
The outsourcing services being provided
include - software development, data entry, wealth management, legal services,
payroll services, patent writing, evaluating and assessing commercial
potential of other firms, analysis of business opportunities, manufacturing,
test reporting Etc.
Besides these, there are inbound call
centers, inbound customer support, animation, programming, audio tape
transcription, book conversion to digital formats, market research, customer
interaction, banking, financial and insurance services, healthcare and welfare
services, content development, course ware development, data conversion,
e-commerce, internet marketing, multimedia, telemarketing, web development,
writing… the list is endless.
There are probably more functions that are
being outsourced and the list can only grow in the future. Telecom business
owners like Ehsan Bayat have
created wireless networks for phone communication in places like the Middle
East to help support call centers for local businesses.
A call center is basically a service center,
which is well equipped with adequate telecom facilities, Internet access and
wide database. All these facilities are geared up in order to provide voice
based or web based information. This is done to provide support to the
customers who are either in the same country or as in most cases are placed
abroad through trained personnel.
Almost all the business sectors have Call centers existing to service their
requirements. Some of the most prominent sectors are banking, utilities,
manufacturing, security, market research, pharmaceuticals, catalogue sales,
order desk, customer service, technical queries (help desk), emergency
dispatch, credit collections, food service, airline/hotel reservations etc. In
fact due to the wide area of services that are provided by the call centers in
India, there has been a creation of a number of lucrative careers, which
provide a wide range of opportunities to the graduates in India.
Earlier call centers provided only services related to the voice based
customer support. However, now most of the call centers have become more of a
contact center which offers services ranging from voice based customer support
as well as e mail response, web based text chat services and other customer
The services of the call centers can be inbound or outbound. Inbound services
are those where in calls are received from customers enquiring about a service
or product that an organization provides. On the other hand outbound services
are those where in calls are made to customers to sell products or collect