How the combination of IT and BPO experience makes India the location of choice.
Many American executives look at India and see a well-developed technology industry, but technology has always enabled the business process outsourcing (BPO) industry. CX has developed alongside IT in India and is now highly mature and respected globally.
NASSCOM is the trade association representing the technology and BPO sector in India, generally known as Business Process Management (BPM). NASSCOM values the local BPM industry at over $245 billion annually, demonstrating how mature this sector is now in India.
The Customer Experience
Customer service processes have traditionally focused on voice calls and emails, but the omnichannel environment has recently made them more complex. It is normal for a customer to use half a dozen different channels when reaching out to a brand. And they expect a response from all of them.
In addition, offering better service is becoming increasingly important. Customers have higher expectations, including how quickly they are served and whether they can access a helpful artificial intelligence (AI) chatbot before interacting with a person. Some customers even prefer automated services.
The interactions between customers and brands are becoming more complex and powered by far more technology than ever before. Customer service design now requires expertise in robotic process automation, cloud computing, AI, and cybersecurity protocols.
Integration with Technology
As BPO becomes increasingly aligned with IT, it is important to work in a location where both skill sets are available. It is common to see locations marketing their ability to deliver customer service contact center processes based only on the number of people available and their experience working in customer service. Today, this is not enough. Designing modern CX requires deep IT expertise.
This combination of IT and BPO experience across India means that it is now the location of choice for many executives designing customer experience (CX) solutions. Whether they need to find agents with great customer-facing experience or cloud cybersecurity engineers, the skills are available in India.
Moreover, as the BPO industry in India continues to expand in both scale and sophistication, it reinforces the country’s strategic advantage in delivering world-class CX and IT support.
White-Glove Treatment
This is why DATAMARK has worked in India for the past 20 years. Our team is in both Mumbai and Chennai. Two important Indian cities have a combined population of around 17 million people. In the US, we are used to everything at scale, but in India, scale is on another level.
In addition to providing top-of-the-line customer service, our innovation team in India is continuously working to improve our clients’ workflows, conduct benefit analyses, and propose efficiency improvements. This includes developing new software development tools, automated AI solutions, and improved workflows to ensure client success, regardless of whether they use their own tools or ours.
Additionally, India’s linguistic diversity enables multilingual customer support across regional languages, allowing businesses to serve diverse customer bases in their preferred vernacular languages.
This is why our team in India’s white-glove treatment remains second to none when it comes to implementing cost-effective solutions to better serve our clients.
Cost-Efficiency
Outsourcing used to be focused only on cost reduction. While India offers attractive labor costs, there is far more on offer. In a complex world where services need to be delivered to customers 24/7, it’s advantageous to serve them across time zones. It is also extremely useful to have access to such a large pool of talented people with expertise in technology and customer experience.
The Bottom Line?
India really does offer American companies a new route to customer service excellence. Visit our website for examples and case studies on how our team has worked successfully in India for twenty years.
