Outsourcing Call Centers to India and the Philippines

This report provides an assessment of the Indian and Philippine call center markets, including an overview of the industry and trends, discussion of outsourcing or independent call-center options, government policies, technology providers, SWOT analysis of the Indian ITES sectors, and in-depth profiles of twenty-five Indian call centers with international experience, including call center rankings, international clients served, investors/funding, staffing areas, number of employees, etc. Updated for 2005. Includes a new appendix covering Philippine call centers, their activities, specializations, and customers.

• Introduction
• The India Call Center Industry - All You Need to Know
• Locations of Call Centers in India - Why Are These Cities Important?
• Multi-Location Call Centers
• Deciding to Use An Existing Call Center vs Setting up Your Own Call Center
  • Factors to Consider
  • Pros and Cons of Outsourcing to Third-Party Vendors
  • Pros and Cons of Establishing a Captive Center
• Call Center Costing
  • Margins for International call centers
  • Call Center Salaries
• Call Center Technology Providers
  • Software Vendors
  • Hardware Vendors
  • PLC Vendors
  • Process Training/Certifying Vendors - Copc, Six Sigma
  • Consultant
  • Technical Training Related to Call Centers
• Government Policies/Tax Issues
  • Government Initiatives
  • Government Guidelines for Setting up Call Centers
  • New Telecom Policy Details of the Indian Government
  • Please see the Telecom Policy document 1999pdf file for extensive details
  • Documents Required for Submitting a Call Center Application
• The Need for Venture Capitalists
• SWOT Analysis on Indian Ites Sector
• Strengths
• Weaknesses
• Opportunities
• Threats
• Call Center Growth
  • TABLE 1: RANKINGS OF CALL CENTERS BASED ON REVENUES
  • TABLE 2: NUMBER OF SEATS IN CALL CENTERS
  • TABLE 3: CALL CENTERS COMPARED BY COUNTRY, USP, AND LIMITATION
  • TABLE 4: INDIA CALL CENTER DIRECTORY
  • TABLE 5: INDUSTRIES SERVED (BY COMPANY)
  • TABLE 6: INVESTORS
  • TABLE 7: STAFFING/CALL CENTER TYPE (BY COMANY)
  • TABLE 8: CLIENTS AND NATIONS SERVED (BY COMPANY)
• Appendix : Philippine Call Centers Serving The IT Industry
• Philippine Call Centers - Contact Details
• Philippine Call Centers - Specialization, Funding, Type of Call and Customers
• Learn The Lingo