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Call Centers in Mumbai

Guest post by: Nicolas DAlleva

Article Overview: Outsourcing call center needs is a very popular option for businesses because of the cost saving benefits. While US call centers can be pricey, Mumbai is becoming a popular outsource hub for call center services.

Call Centers in Mumbai

Over the past twenty five years, the United States answering service and Call Center Industry has seen a major bite taken out of their market share by overseas call centers. Overseas contact centers, in India, the Philippines and other countries have shifted the economy in the call center industry. For US based answering services, these overseas centers are serious competition. But to the general public, much humor is found in outsourcing our calls overseas, especially in regards to outsourcing to India. Many stand up comedians make light of the inadequacies of Indian based call centers. These routines are well received, as most Americans have experienced the frustration that goes with reaching the contact centers. Almost everyone has a story of trying to get a matter resolved only to reach one of the many call centers in Mumbai, India and becoming frustrated. While many laugh at the fact that most major corporations have farmed out operations to India, the United States call center industry does not find Indian based contact centers to be a laughing matter. Yet, the public is fascinated by the fish out of water aspect of the relationship between a United States citizen dealing with the Indian call center operator.

The National Broadcasting Corporation has capitalized on the entertaining aspect of the Mumbai call centers experience by creating a new TV show entitled Outsourced. Outsourced is set in a Mumbai, India, call center, where an American company has recently decided to outsource its order processing. The company keeps on one American employee. That employee is in charge of managing the call center. His job is to explain American popular culture to the employees of this Mumbai based call center. In the process they teach him to understand Indian culture.

With shows like Outsourced, call centers in Mumbai have become an everyday part of American culture. While jobs in every sector are outsourced off shore, the call center business is the one industry where Americans actually interact with the employees first hand. It is rare that an U.S. Citizen would interact with a factory worker or computer programmer in a one on one, intimate setting. Overseas call centers are the only first hand example of outsourcing that the typical American experiences. And while the experience is for the most part not pleasant, the dissatisfaction is generally not due to the fact that outsourcing is costing American's jobs. The animosity which is often associated with the Mumbai call centers is based on the operator's inability to properly handle a customer service properly.

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Article Tags: answering service, call center, mumbai, outsourcing, united states



Related Forum Posts
My Holiday - I'm taking a trip to India for 3.5wks. haven't seen my grandma in 15years and there's also going to be a wedding. Can't wait. Oh and I'll be spending New Years in Goa... Anyone been there? That's the place my grandparents are from but I've never visited as they moved to Mumbai a while ago. Does anyone have recommendations of Hotels they've been to? Will be checking out TripAdvisor...
I answer my phone - when I worked in the Call Center we had to say "Good XXXXXX, Andy speaking, How may I help you?" imagine saying that over and over again. It kind of sticks with you. It's been a few years now but I've kicked off "How may I help you?" part.
Money I made while in School - While in university I did have a Student Loan (still paying that bugger off) and had a part-time job as a Call Center agent (inbound). *Canada* I also designed websites (outsourced all the work). I just worked on getting new customers, managed the projects to completion and helped create Marketing Plans for my clients (Online and Offline). *Canada* When I was studying the in the States I also made some money as a Part-time Flight instructor. *USA*
hiring an employee - You may want to consider contracting out instead of actually hiring. Some factors to think about if you hire someone as an employee and you put them on payroll you will be required to pay CPP and EI, as well as deducting CPP, EI and Taxes from their paycheck and remitting them to Revenue Canada. So you will need to 1. Register with Revenue Canada so you can make the remittenances 2. make sure you keep really good track of these deductions 3. it you don't have the time to do payroll you may need to hire a bookkeeper. or you could contract out the hours that you would need an assistant. The would be able to work from their space or your office. There is another option that you might want to consider some of the community centers offers training programs for new immigrants or anyone wish to change professions some of these programs require that they offer their services for 6 or 8 weeks (no charge to the employer). If you need someone short term this may help you and provide extra training for someone else. Microskills is one of the Community Centers that offer such programs. they train customer service personal, bookkeepers.
Comapnies that release buggy software - I know that companies have been doing this for a long time - rushing software into release and then sending out "patches" for the many problems they have later on, but I've never understood it. Surely the bad will they generate is enough to drive away customers?? Having said that, I've got Windows XP, it works just fine for me, and I see no point in changing. Call me an old fuddy duddy, but in my experience new software usually takes away stuff you loved about the old application, and puts in new stuff that you hate, because no one ever asks the users what they want...it's all done by techheads....or whatever the term for those guys is these days...


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