It is dusk in London as Mrs. White is rushing through her biscuit and coffee. She has to take the train from London Bridge to Southampton Central today and return home before midnight. She has not yet booked the tickets! She chooses the telesales option and calls NRE (National Rail Enquiries) and plans her entire journey, the train company, the train, the fare, the best route, and uses her rail card. Keeping down the receiver she is so happy that it all finished so fast and her coffee is still steaming. The girl on the phone was so polite and helpful. Now she has time for a shower.
Little did Mrs. White know that the girl on the phone was sitting in a call center in South India!(where it is now almost midnight) Effective call center services like this is just an example of how BPO is changing the global business scenario.
India has a vast pool of English speaking graduates and other professionals who have chosen the ITES (Information Technology Enabled Services) profession and adapted to speaking English either the American way or the British. (Although there is a lot of emphasis on neutral accent these days)
Take the case of another call made in Ontario, Canada, where David, a multinational company’s customer is getting his computer fixed online. He is being guided step by step by an engineer for the past one hour who has helped him clear all viruses and reconfigure the entire computer system. Only thing is that this dynamic service engineer is in India and has been busy on the phone since last evening and David is his sixth call. He has to attend many other calls and attend another accent training session before he calls it a day, or rather night.
With outsourcing to India, benefits like great savings in cost, and 24/7 services, are just the tip of the iceberg. No wonder India is one of the most successful and preferred offshore call center operation destination for many west based conglomerates. High quality call center operation providers like Managed Outsource Solutions are responsible for the evolution of BPO services to KPO (knowledge process outsourcing) and legal outsourcing.