India Can Lead In Call Centre Market

India has all the potential to become a major player in the international call centre market. A large English-speaking manpower available at low cost, technical talent pool and time zone are the key advantages in favour of India, says KPMG, in a recently published newsletter Icewise.

With the cost of international leased lines coming down, the attractiveness of India as a preferred location for offshore call centres has increased, says KPMG.

According to National Association of Software and Service Companies, online services in India are estimated to generate 1.1 million jobs by 2008 and nearly $19 billion in revenue. Already, companies like GE Capital, British Airways, Swiss Air and American Express have set up their call offices in India.

 

KPMG also feels that with many of India's state governments working towards utilising technology for the benefit of the common man, "setting up of call centres for these governments is an opportunity that merits examination". According to KPMG, organisations have realised the importance of setting up call centres for quality customer care.

"With a call centre, the cost per contact is drastically lower compared to other media _ like personalised contacts, direct mailers and visual advertising," says KPMG, adding that credit cards, debt collection, banking, telemarketing, mail order shopping, hospitality help desks and telecom service are some of the business segments where call centres have been identified as effective.