Untrue facts surrounding the Indian IT-BPO Sector

The IT-BPO sector in India is only about 20 years old. Despite that strong fact, the industry is seen yielding phenomenal growth for itself at the reckoning of over $50 billion. This makes it an abundantly significant industry in India and the World. However significant, there are many myths lurking behind the great growth.

Let us crack the biggest myths of the IT-BPO industry in India:

1. The IT-BPO industry in India is able to sustain its growth over the fact that the difference between the average salary of US IT worker and that of Indian will go away. This fact is supported by increasing salary of the IT-BPO sector in India. However, this is not the fact. For it was noticed that in 2009, the average American IT worker's annual income was $77,200, while on the contrary it was  $ 12,100 for an Indian IT worker. Now, despite that the US economy is facing depression and still the annual income of the US worker will if not stagnate, will keep on rising as the labor market is dependent on the factors of demand and supply of the IT personnel. Since, this is a huge gap, and since the value of Rupee is getting to devalue in front of the US dollars, it would take a lot of time for India to be at par in terms of wages with US.
2. The second myth underlying the IT-BPO industry is that the China and Philippines are going to overtake India as new, rising, attractive hubs of BPO services. This is no false a statement in entirety. For we all know that in the recent past days, Philippines have done remarkably well voice based BPO services and have thereby registered a growth for themselves at the tune of $7.2 billion, making it 4.5% of the country's GDP, whereas Indian IT-BPO sector contributed at the tune of 3.7% to its GDP. However, what needs to be remembered is that Philippines is much a smaller country then India's some of the states itself, making it grim to have the kind of expertise and scale of operations   that India has and can have in future. Considering China, which has humungous resources and the ability to grow but still clients feel skeptic about their IP protection in China.
3. The Indian IT companies do not make licensed software products. They hire work from other countries. Even if there are some IT companies which are into making software products it is still known that the revenues derived from those are too less. This doesn't mean that the Indian IT-BPO companies can grow only by generating and retaining its clients' IPs but can also try its prospects where retained code drives into such platforms which shall allow these service providers to carve a distinct identity of its own in the Indian BPO market.

Thus, following are some of the myths which surround the Indian IT-BPO industry.  The growth that the industry has brought for the Indian economy must not be taken in a way of great pride. Constant work and innovations can only make the sector grow and survive.

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Tips on choosing the right call center service provider

If you are an existing growing company and are keen on managing your telephonic traffic through the help of a call center service then you should consider the following suggestions:

1. Keeping in mind your budget, consider the volume of your present call and based on your estimates, the future call volumes. This will help you save time and money.
2. Keep up your expectations top on the list and accordingly choose the perfect service provider, which shall help you best in fulfilling your laid objectives.
3. Evaluate your geographical coverage and response time capabilities.
4. See if the call center service provider provides adequate facilities such as online chat possibilities, product query possibilities, inbound call center and outbound call center services, telemarketing services, etc.
5. Shortlist some call centers and compare their services and the price at which they are willing to work for you.
6. If possible, get a survey done of the call center’s services; this will help you gauge their level of performance.
7. Ask the call center service provider to provide you with a free trail project before signing a contract as this shall help them gauge their efficiency and performance levels.
8. Check if the call center service providers have good communication skills
9. Search for a call center service provider which will ensure quality work.

So, if you are a growing company out there and are wishing to flourish your base, outsourcing seems to be an only helpful solution and a great help provider. But before you do that, you need to ensure the enlisted tips are taken care off, for a call center service provider will either make or break your business, if not picked properly.

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Convergence of Social Media and BPO

Today, the social media is the trendiest communicational buzz. As a medium of channel, it has fairly done its job beyond imaginable expectations by standing in as a means of non-commercial interaction among individuals.  Social media indeed, has become a mainstream phenomenon within the last few years and is only working hard to also become now a successful means of commercial interaction.

Over the past few years, the BPO services have made investments in customer-oriented business intelligence and deep analytic tools for their company clients. With the growth of the social or interactive media, it has become possible to critique anything and everything possible. When it comes to business, from launching to marketing to receiving feedbacks from customers, the social media has have been an immense platform. 

Now how BPO services converge with this medium and are useful to both the clients and the consumers?

For instance, if suppose there is a BPO company and its client as say for instance is Idea cellular company, then any item, comment posted on the social media be it in terms of blog, in terms of a comment on facebook, or as a community, and if at all there are any critical or negative comments, or posts or tweets then this BPO company will monitor the content o social media and report it to the company.

What are the advantages?

With the heavy online traffic, even the companies are gaining an online presence and since they cannot look after the social media, because of the already huge workload, transferring this responsibility to a BPO company helps save their time and moreover when a BPO company administers the complaints and feedback of the consumers online, it then with its analytic capabilities, understand the consumer sentiments and behavior and tell exactly what the problem is to the main service provider company. Hence like this, it lessens the burden of the service provider company and through the BPO services, the main service provider company can exactly get to know what their consumers are thinking and what they want, thus only helping the companies DELIVER BETTER!

All in all, this social media monitoring task by BPO service providers are on an early stage of driving value to the consumer-centric analytics.

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