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How to find Outsource?
[Mar 30 2009 21:32:44]
It’s an important issue that how to find outsource? Many of the call center license holders have already established their call center business in Bangladesh. But it is very easy to establish a call center but very difficult to find outsource. We have everything to provide the customers but we need to know how to reach to them. If we just look at the successful countries those who are already dominating the call center industry then we can get the answer of that question.
Just have a look at the world’s leader companies; where they establish their call center and who are the lucky call center companies can get their contract and how? As for instance, SONY had established their call center in India. A leading outsourced services provider in India called SITEL had been appointed by SONY to provide customer care services for its main consumer electronics products. SITEL is handling first and second level inbound customer enquiries via telephone, e-mail, letter and fax. They are handling approximately 25,000 enquiries per month. If we look at the SITEL then we can see that their good reputation and experience had attracted the SONY Company. To describe the reliability of the SITEL the Mark Billinge, General Manager Customer Service Group of SONY said that,” SITEL’s experience and expertise in providing solutions in this sector was a key factor in our selection of the company for our UK operations. We went through an extensive research phase and opted for SITEL based on both the quality of their proposal and their proven track record in providing support in our industry.” Now you may think that for a new company, it’s completely impossible to gain goodwill; because they are just new in the market.
Again look at the HP (Hewlett-Packard), the most popular name of the computer industry. HP has their business operation whole over the world. HP is one of many technology companies who have moved a variety of high skilled tasks to countries such as China and India, which offer skilled workers, lower wages, and cheap cost. This multi billion company also chose India to setup their call center. HP had set up a contact center in Bangalore to support U.S. customers who use HP consumer products. This HP call center supports English-speaking customers in the United States via about 5,000 employees from partner companies based in countries including the Canada and United States.
Dell, another strong brand name in computer industry, is also operating in India to handle telephone calls from consumers in the United States and elsewhere around the world. Dell is now the world's largest PC maker over HP. They are interested to the India only for the good infrastructure and low cost. They also have the business activities in India. In a bid to provide value-added services to its customers, the Rs 1667 Crore Philips has launched its first call centre called ‘Philips Call Centre’ in India. Philips has their five call centers in major metros like Mumbai, Kolkata, Chennai and Bangalore. They also are planning to expand the number. Nokia also has their call center in India, China and Philippines. I think we all are very well-known about the world popular multinational bank named Citibank. The Citibank has their operation more than 40 countries whole over the world. They also setup their call center in the Philippines.
If you now look at the stories of those great companies then you sure can easily explore the same things are happening for the all companies that they are looking for the cheap rated countries for their call center like India, China, Philippines but most of them are the U.S or U.K based companies. The Bangladeshi Call Center companies also may take that advantage. We have all kinds of opportunities to attract them. We have cheap rated human resource, good infrastructure, friendly governmental policies and all other equipments and resources. Our call center companies may contact with them directly and let them know about our competitive advantages. If some of them will think for expand their call center then they also may take Bangladesh into consideration because we have all to give them. Even our call center companies can serve in cheapest rate that they mainly looking for. So, if you are thinking about finding outsource then don’t wait any more. Just contact with the companies directly through mail fax, internet or telephone and let them know about you. We hope you will get a better response from them.
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