Outsourcing to Overseas Call Centers

Outsourcing to Overseas Call Centers

By Demet Dyanch: staff writer for Seawave Media and the call centre outsourcing service The Market Leaders.

Call Centers provide a valuable service to both customers and businesses alike. As the First Point of Contact, trained call center agents are skilled in all levels of communication and responding to queries, handling calls, and serving customers. From a business angle, call centers relieve a business of this very important first point communication so that the business can focus on its core goals.

Many more businesses, small and large, are investing in outsourcing their call center services.
Over the years, many call centers are now being outsourced to countries world wide.
Aisa is one of the top five locations for outsourced call centers and here is why….
Aisa has a large and fast growing economy. Whilst the West has developed many IT and infrastructure systems and functions effectively, countries in Aisa are stepping up to the mark.
The biggest benefit of outsourcing to countries in Aisa is it’s far more cost-effective.
Lets take India for instance – an eclectic country with a fast developing business sense. It has a large population of young people, who can speak English very well, are educated and hungry to succeed.
The salaries paid to these employees are less than would be paid to a western employee since the national average varies from location to location. Even though the amount paid to the employee is less, the employee feels satisfied as the quota is very good. The end result is that you can pay employees less in India (less than you would to an employee in say the UK) but it is still a more than reasonable salary in India. Plus you basically get the same or even better quality of service for your money. Business Savvy!

Not only are your costs reduced with salaries but is the running of the call center. It’s not cheap to run a call center when you consider the equipment that needs to be bought, sustained and developed; not to mention the growing rate of technology that requires systems to be continually updated. In India, the costs of these tangible goods are cheaper. It’s also cheaper to run the office from a utility point of view -where electricity, water, and gas etc are cheaper than the West.
India is a fast developing country and has a highly advanced satellite-based telecommunication network helps in high-speed transfer of voice and data from all over the world.
As a nation hungry to become developed, the Indian government is very supportive of the IT industry and does all it can to nurture it.

So, India has been a country where many call centers have popped up and have been offering this call center service to many businesses worldwide.#

The success of this has resulted in other countries in Asia to jump on the bandwagon. The next to follow was the Philippines. The Philippines like India is a country that is developing at a fast rate. For businesses in the west, like in India, the Philippines are a cost-effective country to run a call center. Like with India, the salaries paid to employees are less than the UK, and the cost of running the infrastructure is also less expensive. The Philippines have been so successful in marketing their outsourcing services that they have actually taken over India. One of the main reasons why is thought to be because the Philippines has a large English-speaking population with a literacy rate of 94%, and a large, and cost-competitive workforce of IT professionals?

For US companies particularly the Philippines are a better bet. The Philippines having previously been an American colony resulted in a lot of American Culture being infused within its social modern culture. The Philippines are more Americanized, and this certainly helps when communicating with Americans who call the call center. The sense of familiarity works!
The UK, London and other regions, like Bradford; for example, have a large Indian population. Indian culture and dialect are not new to the UK, so speaking with an Indian still holds some sense of familiarity, where trust can develop. The UK is a much smaller country than the US, tiny in comparison, and though an icon of a country, the size being smaller impacts the outsourcing options. If Americans like the familiarity of the Philippine call center agents, and America has far more businesses than the UK by sheer size of the country, then it is no surprise that the Philippines have taken India over.

What will India do about this? See my next article for more.

This article was written by Demet Dayanch of Seawave Media and the call centre outsourcing service The Market Leaders (www.themarketleaders.co.uk )

November 3, 2015 / Uncategorized

Share the Post

About the Author


No comment yet.

Leave a Reply

Your email address will not be published. Required fields are marked *

Outsourcing to Overseas Call Centers

In May 2018, the new GDPR regulations become enforceable for all countries operating within the European Union. The new legislation establishes stringent changes to the way companies collect and process data and even more stringent consequences for those companies that fail to make their data fully compliant. And there’s not much chance that Brexit is going to make any difference; the regulations will become firmly established into law by the time we’ve left, and show little chance of being repealed afterwards. So, if you’ve not already optimised your consumer data processing practices, it’s time to start.

Opt-in data changes under the GDPR

One of the most profound changes that the GDPR will establish is in the way that businesses collect data. Whereas before you could operate under an opt-out policy, ensuring customers had to specifically declare that they didn’t want their data processed, now the opposite is the case. An individual now must actively volunteer their data, with tick boxes being the preferred method. Here are some other details the GDPR specifies:
  • As a default, tick boxed should be un-ticked. There should be further options available that allow the user to select the type of marketing correspondence they wish to receive; email, phone or mail.
  • The data subject is permitted to opt out of data processing at any point after opting in.
  • Consenting to data collection should not be a condition of service.
  • Sending someone an email to ask them for marketing permission is not permissible.
These changes will create profound challenges for companies looking to generate leads from marketing. What’s more, there’s a maximum fine of up to 20 million Euros, or four per cent of global turnover payable for a breach of these regulations; a figure that’s easily enough to send smaller firms into administration.

How to demonstrate data compliance

If companies choose to continue processing their own data after May 2018, there are a number of policies they will have to implement in order to demonstrate their GDPR compliance: • Appoint a data protection officer if at all feasible. • Carefully record and document all data processing activities. • Implement data minimisation and ‘pseudononymisation’ guidelines that adhere to the new regulations. In short, the data protection regulations that come into force next year are a minefield. The entire document clocks up just under a hundred individual articles that need to be adhered to.

Fully compliant data experts at Seawave

The team here at Seawave Media have a professional and comprehensive knowledge of the GDPR and other data protection regulations. It’s of vital importance to us that we operate to the highest data protection standards, and provide the most optimised and highest quality data possible within these regulations. Our goal is to ensure every legal box is ticked, while still providing you with high value consumer lifestyle survey leads that deliver a great ROI.

Contact us today to find out more about how we can help optimise your lead marketing strategy, both right now and after the GDPR regulations come through in May next year.