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Understanding the Call Center Industry in India

The BPO and IT sector had highest number of increase in employment in first three quarters of 2015, as per the report of Labour Bureau of India. Statistics of this report reveal the importance of India in the form of outsourcing region.

There are multiple processes in which outsourcing to India takes place including software development, call center process, backend services and recruitment processes to name a few. Call center outsourcing is the biggest vertical that has changed the face of India as the economy.

Some major reasons which led to exponential growth in call center industries of India include:

Skilled youth which is proficient in English language which is the basic requirement of most outsourced call centers
Reasonable property prices along with less cost of installing hardware and hiring employees.
Advancements made in telecom and power industries which has improved the overall quality of industries in India
Government policies in India which are not too strict for domestic or foreign call center companies.
Let’s look at different facets related to call centers that will give detailed insights on this industry.

Call Center Industries

Types of Call Center Services

In India, the companies over the span of last few years have developed expertise in multiple processes related to call center.

Major inbound services include online sales, helpdesk services, order taking and event scheduling etc. The companies in India also offer a gamut of outbound services which include telemarketing services, lead generation, insurance verifications and market research etc.

India BPO Promotion Scheme (IBPS) – A Government Initiative

The IBPS which was launched in August 2015 is Indian government’s ambitious project related to BPO sector. It aims to provide direct jobs to approximately 144900 individuals in BPO sector. The targeted areas are mainly the cities which are deficit of digital technology.

The government has announced allocation of Rs. 493 crores for execution of this project. The expansion of IT industry in India is also a major driving force behind this initiative.

North East BPO Promotion Scheme – Part of Digital India Initiative

This scheme which is envisioned with digital India initiative of Indian government has been launched to provide monetary support to companies aiming to start BPO business in north eastern region of India. Eight states which are part of this scheme include:

Arunachal Pradesh

The government has allocated Rs. 50 crores for successful implementation of this scheme in India. It is aimed to create numerous employment opportunities for youth residing in the north eastern portion of India.

Tier II cities

Some major Tier II cities which have become a desired location for setting up the BPO include Nagpur, Kolkata, Jaipur, Lucknow and Raipur.

Economical costs related to setting up the call center is an obvious reason behind rising number of call centers in these areas. Another benefit of setting up a call center in these regions is that the attrition rate of call center agents is quite low as compared to the employees in Tier 1 cities of India.

Boom of BPOs in Rural India

Rural India is now not confined only to traditional occupations like farming, weaving or leather works but rise of BPOs has also provided myriad of opportunities to rural population.

6 out of 10 BPO employees in rural region are women which also puts a positive light on women empowerment.

The major benefit of establishing a call center in an Indian village is extremely reasonable property prices which do not burn a hole in pockets of entrepreneurs. Also, the workforce from these regions is ready to work at fewer wages.

Foreign Investments in India

As per Global consultancy firm EY, India is the most attractive destination across the globe for the investments for the upcoming three years. Indian government’s decision to allow full equity foreign direct investment companies has indeed attracted various companies to invest in call center services in Indian land.

24 x 7 Service Facilities

Most of the call center companies in India operate in multiple shifts due to which office remains functional 24 x 7. This makes sure that the outsourcing vendors are able to provide the customer support services and related solutions as per the time zone of client’s country.

So, the companies are able to satisfy the needs of every region related to call center for every of the world without any issues of time difference.

Future of Call Centers in the Country

One can forecast the bright future of call center industries due to decent support of Indian government and exponential investments from foreign companies. Also, rise of Call Center Business in Tier II and Tier III cities and rural regions reinforce the future of this business.

So, looking at the facts and trends related to call center sector, outsourcing the processes to India can be the well-balanced decision a company can take!

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