Don't view outsourcing as a cost. See it as a way to enable your organization to do what it does best, and let someone else do for you what they do best. To create the world-class organization you've been working, planning, and dreaming to achieve, consider outsourcing all or parts of your business function to a world-class solutions provider - Beacon.

Call Centers / Customer Interaction Management

 

	Leverages off-shore software services model
	However, call center services are 'live' and in real-time
	Implications
	:: Technology / infrastructure to provide for high-uptime with multiple redundancy
	:: Quality and consistent delivery to be assured round-the-clock, round-the-year

Drivers for Call Center outsourcing

	Tremendous pressure to keep organizations lean and focused on bottom-line growth
	Rising customer expectations - improve a function that is getting difficult to manage
	Global wage differentials leading to cost savings
	Greater accountability and quality, positive attitude

Growth will continue…

	Potentially large outsourcers are already transitioning increasing amount of work to India and scale up from 'pilots' - "this is a substitution business."
	GE and American Express are cases in example…. GE has set up multi-location facilities and plans to hire 20000 reps in the next one year……….
	AMEX already has 5000 reps and is in the process of transitioning more and more call center and back office work to its multi location centers
	Increasing capabilities for value-added services such as data mining and analytics.
	Growth of Higher Education and its wider reach and availability to larger sections of societies