Why O2R – Call center in Mumbai | Call center in Navi Mumbai

Searching for offshore outsourcing companies? Looking for consistent and professional 24X7 call center support? Interested to enhance your business potential though process outsourcing? Outsource2Rescue is in the call center outsourcing solutions business for over 4 years and our efforts go in crafting winning business outcomes in Knowledge

O2R is a better option to outsource call center instead of any offshore call centers. Our services in India and offshore call centers have been very successful as we have dedicated, trained, skilled, systematic and accurate project deliveries. With our generous understanding of the Business Process Outsourcing Industry, We have seen the growth of our customers are achieving by outsourcing call center services or any outsourced BPO services.

Why India?

  • Why India is the world’s first outsourcing destination?
  • Largest technical/ professional talent hub in the world Indian colleges and universities produce 3.2 million graduates every year India has the largest technical skills pool in the world It is easy for companies to find the skillful employees they require.
  • India is the one-stop outsourcing destination It is not just call centers or IT programmers Companies can outsource engineering, marketing, accounts, architecture, law, HR and much more
  • India, the world’s second largest English-speaking country About 350 million people can speak English in India India has more English-speaking people compare to US and UK combined The effects of British colonial rule resulted in English being taught in a very early stage in Indian schools Outsourcing to a country with a large number of excellent English speakers is a boon.
  • Outsourcing statistics don’t lie: India alone holds 70% of the world’s BPO offshore outsourcing market This indicates India’s dominance in this prosper industry 80% of US and European companies ranked India as their number one outsourcing destination
  • India’s superior infrastructure, technology and communication network India has excellent international data communication network All the major cities in India are well connected by the Internet Government of Indian has put huge investment in infrastructure and technology India has built high-tech cities where technology and infrastructure are of international standards
  • Global reliability in India Multi-billion dollar firms outsource to India Companies such as Cisco, Oracle, Dell , Hewlett Packard or Symantec outsource to India They are confident of access to quality results, talent, low costs and fast turnaround times
  • Not just Cost effective but also High Quality Low Cost is only part of the reason for outsourcing to India The quality of services they receive from India is above par the best in the world Google lately announced to set up an Research & Development center in India Graduates of the nation top schools were considered for employment The firms move reflects that outsourcing to India is not just about cost reduction The move reflects Google’s confidence in Indians enormous talent pool

The History of Outsourcing to India

Outsourcing is not a new idea. It started in the early 1700s when manufacturers planned and started shifting the manufacture of goods to various countries with cheaper labor during the Industrial Revolution, following the precepts of Adam Smith in his book 'The Wealth of Nations'. It is an interesting story behind the history of outsourcing to India. Even after a decade of competitive global outsourcing, most of it still goes to India. It has been a long journey behind reaching this pinnacle. As land, sea, and later on, air routes developed between the 15th and 21st centuries, more nations started to outsource business to other nations, mainly outsourcing to India and other nations.

Why do organizations, firms and companies actually outsource? In earlier times, headcount and cost reductions were the most common causes to outsource. Today, the triggers are often more strategic, such as how a company can utilize its own core competencies in more better way. However the outsourcing of manufacturing is an old story but outsourcing to services is a relatively new concept. In the 1980s Services outsourcing started to India and rapidly got the momentum in the '90s.Informantions technology has become more crucial to business in today's world, the meaning of outsourcing has drastically changed over the years. Companies have started outsourcing many non-core functions focusing on their core competencies, for which they had no competence internally.

Key Factors:

Although the IT industry has existed in India since the early 1980s, it was the early '90s which derived the emergence of outsourcing. At the beginning some global airlines companies began outsourcing their back office work to India—and then followed by the IT companies. Some of the earliest drivers in the Indian outsourcing market were American Express, Texas Instruments, Swissair, GE and British Airways, who settled their captive units in India. Over the years, the industry has built booming processes to offer world class IT technology and software -related services.

India offers a unique set of aspects that have established it as the preferred destination for IT-BPO. New moves in communication and technology have granted transnational companies to rapidly and smoothly globalize at a very low cost. The cost of managing men power in a distant location had fallen drastically, and the outsourcing need became more strategic and stronger. Simultaneously, India also began efforts to open up its global economy. Since the commencement of globalization in the early 1990s, consecutive governments have initiated programs of economic reform dedicated to liberalization and privatization. The government started simplifying restrictions and liberalizing the economy, which has helped the country see rapid growth in economy.

Advanced implementations and developments in telephony, fiber optics and satellite communications find the way to Internet-based communication and transfer of data possible, opening up the path of outsourcing to India. The Indian telecom industry used to be a government-controlled monopoly and the market was small. In 1999, the government introduced policies which played a vital role for the telecom Industry in reshaping the structure and size of it, allowing commercial entities to contribute in almost every industry sectors. The state monopoly on international calling facilities ended when the new telecom policy brought in further change with the introduction of IP telephony. The government's policies on liberalized investment have resulted in several foreign companies moving towards Indian markets, which has been a prime contributor to the growth of the Indian economy.

State governments are also competing with each other In addition to the central government's intervention, to offer more flexible and favorable business environments in order to attract IT/ITES companies to set up units in their states. This kind of competition is helping the industry growing tremendously. Indian firms and companies are growing their global service delivery capabilities through a combination of greenfield initiatives, partnerships and alliances with local players, cross-border mergers and acquisitions. Global software giants like Microsoft, SAP, Oracle and many others have established captive development centers in India over the years. Indian government has made efforts to further strengthen the information security environment in the country, and special initiatives have been taken to increase the legal framework. Many companies have already aligned their internal processes and practices to international standards such as ISO, Six Sigma, CMM, etc. which have helped establish India as a reasonable outsourcing destination.

The BPO& IT sector has been a main beneficiary in India's growth, with the cost of international connectivity falling down rapidly and quality of service improving significantly. India's National Association of Software and Service Companies (NASSCOM) have taken a critical role in outsourcing by acting as a coordinating body for the industry. It conducts surveys and conferences which help in the circulation of knowledge and research in the outsourcing industry. As per NASSCOM, " By the time in India low-cost effective talent syndicate has accelerated its businesses grow, global incumbents have also recognized inherent advantage of Indian and have mastered this competency by off-shoring more work out of India." India's competitive advantage lies in its potential to provide huge cost savings and thus enabling productivity gains.

According to NASSCOM, the major aspects behind the achievements in ITES/ BPO industry in India are:
  • Abundant, English-speaking manpower, skilled which is being harnessed even by ITES hubs such as Ireland and Singapore.
  • High-end global standard telecom facilities and infrastructure.
  • Better efforts on maintaining quality and performance standards.
  • Fast turnaround times, and the potential to offer 24x7 services based on the unique geographic locations of the country that help for leveraging time zone differences.
  • A transparent tax structure, which help the ITES/BPO industry on par with IT services companies.
  • Positive and proactive policy environment which helps ITES/BPO investments and simplifies rules and procedures.

India has become the largest in offshore delivery player with levels of work delivered that are amongst the highest across several aspects. The supply-side flexibility of skilled English-speaking manpower across technology and non-technology spaces is unbeatable. The achievement of the industry has resulted in Indian companies looking forward at acquisition goals worldwide, and the Indian service provider community is being considered as a "strategic business partner" and not just a call center service provider.

Over the years, BPO has become the second largest sector in Indian IT/ ITES industry and also the fastest growing. The sphere of process outsourcing has expanded over the past few years to also including KPO which stands for “The Knowledge Process Outsourcing” activities. Customer Care is the largest contributor in the BPO sector. It was witnessed in the last few years the industry emerge from executing projects at the lowest end of the value chain, to one where Indian players are bidding for and winning large-scale turnaround projects. At particular time, the Small and Medium Providers in this segment are holding their own during these critical times. The SMPs in India are essential to the growth drivers of the industry in particular, and the economy of India in general. As per NASSCOM studies:

  • The gross annual growth rate (GAGR) of the outsourcing industries has been over 53% in the last decade. Over these years, six prime components have merged with the industry, ITES, IT services, BPO, Engineering Services, Hardware, Software and Network Operations.
  • Finance, Accounting and Banking Services, Telecom, Manufacturing are among the top 4 segments for both export and domestic industry.
  • While hardware dominates the domestic industry, IT services tops in the overall market.

Today, the companies from India offer a wide range of outsourced services starting from customer care, medical billing services, medical transcription, database marketing to Web sales/ marketing, tax processing, accounting, transaction document management, HR hiring, telesales/ telemarketing and biotech research. Services Outsourcing to India has been a profitable and satisfactory experience for most companies around the worldwide. Indian outsourcing companies have continuously acquainted to internal and external challenges and the credit for this basically goes to Indian outsourcing firms and the successive capable governments. Outsourcing in India has faced adversities due to the different state of the world economy and the ongoing recession, but it is surely here to get stable and stay.