Revamping the Call Center Services Model

The call center companies that are functioning out of America and Canada need to rethink their business model in the present times

. Things have changed in the BPO world. The metrics have changed as well. The power equation of costs that allowed the offshore call center units to have a definite advantage is now slowly on the wane. The difference in the cost of call center services in Canada and in a country like India used to astronomical till a few months back. But the rising inflation in the developing countries has shot up the costs there. Moreover, the competitive BPO service market is another reason why the prices have gone up. The domestic call centers can take advantage of this and grab some telemarketing projects from the business firms operating out of America or Canada.

The emerging cost equation has forced the call center companies to rethink their strategy. Answering service agents in USA and Canada are willing to work for lesser pay. They want a job on their hands and a pay packet at the end of the month. The contents of the packet have ceased to bother them since they found that the unemployment percentage of the country is in double digits. Now they are concerned about getting a job at the BPO rather than how much it's going to pay them. Many of these laid-off telemarketing agents are willing to work from home as freelancers. The availability of cheaper manpower has further influenced business firms to put an end to the offshore business process outsourcing scenario.

The call center services of America and Canada have a certain standard that they can always fall back on. The phone answering quality of these agents is known to the business firms. These answering service agents are trained, skilled and bring a lot of experience to the table. The availability of these agents at slashed pay packets is a steal for any BPO unit. The added option of not having to get an office space for the call center and have these agents working from home is the icing on the cake. This is the opportunity that the domestic call center companies were looking for. This will finally put them back on the forefront of the BPO service sector. The slash in prices is bringing them closer to the price structure in the offshore call centers.

Now is the time for the call center companies to promote themselves and their call center services in a bigger way. They need to market their call center units and processes to the business firms in America and Canada. The political legislations are trying to turn the tide in favor of the domestic call centers but that will not be enough unless the firms themselves take a strong initiative. It does make a lot of sense for the BPO units in these countries to finally find the bigger telemarketing projects coming to them. The business process outsourcing market will finally be a fair battle ground!

Revamping the Call Center Services Model

By: jems hug

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