The Melting Domestic Customer Service Industry.

Today India is the most favored market for Business Process Outsourcing (BPO) companies in the world and caters to 60% of the need. The BPO/KPO industry employs a workforce of 1.98 million directly and 7.5 million indirectly. The figures are dynamic and constantly growing. Our talented low cost labor and need to grow has made it easier for the bigger firms to establish their contact centers here.



      The reason of such growth is the fine quality of customer services provided by our people to their customers resulting in enhanced business and hence revenue. Our capability to speak fluent English and master skills in customer handling has captured the interest of many countries thus making it a hotspot. Many of us reading this article would be working in the BPO sector and will understand the importance of standards and protocols reinforced in our respective lines of business.


    Although famous as per the definition BPO is outsourcing of non-core activities to a third party. But are we sure if it's really non-core?Being on the front line and being the first point of contact of the customer , a customer service representative plays an imminent role in creating the company's true picture.


Companies based in countries like United States, United Kingdom, Australia and New Zealand force much on customer eccentricity and maintain optimum levels of standards and practices to ensure customer satisfaction. They treat customers like a King, may not literally but ethically.


In International contact centers based in India, From opening of a call, to proper acknowledgement, resolution providing till the proper closing, each and every step is under proper surveillance. The executives are taken through a proper training program and their skills are furbished before they are unleashed to handle the customers.

So we all know how wonderful we make a customer's experience which is reflected by the CSAT scores and the NPS surveys that they fill for us.

But do we remember any such jaw dropping or memorable experience where we have called a domestic company's contact center and proper hold procedure, language comprehension and systematic resolution sharing was followed in a proper and professional manner?


I guess for many of us the answer will be NO!

This is not because the manpower is lacking or they don't have it in them. This is because the companies don't give much importance to proper call structures and customer satisfaction levels. But we still are forced to use such brands because we don't have much alternatives.  Taking an example of United Kingdom where the electricity and gas is supplied by six big providers. A person is free to choose among them and can switch if not happy with the services. We still await that era of Customer choice.

And you know who provides this customer service facility to them? We INDIANS!


But Why can't we ensure same level of customer satisfaction in our domestic market in spite of being the biggest player of the industry. I understand the country is developing and new startups are happening. Indian companies are making big on the board but they still need to add the important ingredient of efficient Customer service leading to more customer satisfaction and more business growth.