Why Indian call centers are better?

When I tell some prospective clients that workers in India will monitor their calls, I can feel the fear. They're worried that people for whom English is a second language won't be able to understand the nuances of what's being said in the calls. They think they won't get accurate quality scores out of Indian centers.

But those of us with long experience using India-based workers for call monitoring know that's just not a problem. In fact, there are many advantages – besides cost-savings – to using Indian workers. Some of the other pluses:

1. Better education. Generally, the education and work-experience level of agents is higher than in the U.S., as there are fewer better opportunities for well-trained workers compared with the job market in the States. In general, these workers' English is excellent. And since they're not speaking live with customers, their accent isn't an issue. NOTE THAT 100% of all BPO agents are typically college educated, and within HQ, 20% have advanced degrees.

2. Low turnover. Attrition in a typical US contact center is between 100 and 200% annually. In India, the percentage is generally more like 24% to 40%. Plus, call-monitoring jobs are highly desirable in the call-center world overseas, as they take place during regular local working hours. At the end of our work day, call-center managers transmit call recordings to India – where the sun is just coming up – and by the next morning U.S. time, those calls are evaluated and data is delivered and ready to use. The daytime work schedule in India means we can cherry pick the best agents from other centers, who've tired of the more-stressful job of answering live calls from U.S. consumers in the middle of the night India time.

3. More methodical. India is a land of engineers - much more process oriented than in the US. This process oriented culture is perfect for QA processes. They are basically tailor-made for evaluating the very detailed attributes our customers want to track. The results from our India centers are top-quality and very consistent.

Posted by: Sales & Marketing Team

Call Centers India Inc.
http://www.callcentersindia.com