How to Outsource Customer Support to India

Today, outsourcing customer support to India has become particularly high among high tech companies like those specializing in software applications and development. Nearly 82 percent of software companies in the United States have ranked India as the first choice in outsourcing. Day-to-day business activities such as customer support call centers can be outsourced to companies in India which provide the service at great savings to United States-based companies.

Difficulty: Moderately Easy

Instructions

Things You'll Need:

• Call center data
• Lawyer or attorney
• Call center scripts

Outsource Customer Support to India

1. Seek a company that specializes in your company's field of business. The software-related industry has been the most well-covered business in India for several years, while other non-technological companies may not find call centers which offer specialized customer care in their field.

2. Weigh the costs of traveling expenses for on site meetings with the savings your company may see when outsourcing customer support to India. Work with your company's budget analysts to confirm this is the best approach if keeping an eye on the bottom line is your primary goal in outsourcing.

3. Research service providers through directories such as OffshoreXperts.com (see Resources below). You will find contact information for account managers as well as information on services offered by many outsourcing companies in India.

4. Confirm the outsourcing company's policy towards customization of scripting, reporting and call monitoring. With the rapid growth of this industry in India, many companies have had to decrease their flexibility in customizing their services to their client's needs.

5. Review any contracts or agreements you intend to commit to with your own professional legal staff when you decide to outsource business services such as customer support. U.S. legal concerns as well as those in India must be addressed when you outsource to a foreign country.

Tips & Warnings

• The popularity of India as an outsourcing destination has created such an influx of work for this growing economy that many of the largest companies are now outsourcing themselves, looking to cut costs by opening branches in places such as India. To take full advantage of the cost-effectiveness of outsourcing, research your chosen firm's own business structure.
• Consider the drawbacks of outsourcing customer support to India before you sign on the dotted line. India operates in a different time zone, making it difficult to schedule remote meetings during regular business hours for both parties.

Resources

• OffshoreXperts.com for India outsourcing directory

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[manashosting]

on 1/19/2009 Tell the Truth (Don’t Lie) Although I just said no particular order, I do think this is probably the most important one. I have been lied to so often for numerous reasons. The most obvious one, and may be the hardest to prove, is when the operator knows if something is in stock or not but lies about it for the sake of the sale/repair. The same problem relates to repair or delivery times: don’t lie if you know it will take 3 weeks, because sometimes people rely on these kinds of facts. So dont lie to the customer. tell the fact. 1st rules of customer support.