subject: Captive Bpo Firms In Focus [print this page] Captive BPO firms are those which are not owned by a third party. Over the past 18 months, there has been a sharp rise in the number of captive call centers across the Asia-Pacific region. Some 172 answering service units were set up in this period. A whopping 34% of the share went to India. What prompts business firm to set up captive business outsourcing centers? Are there are special benefits that they receive? If you get into a comparative study with the third party call center services, the picture will be adequately clear. Lets find out.
To begin with, setting up a captive call center requires capital. If cost cutting is a reason that the business firm is looking to outsource work, setting up a captive BPO wing doesnt save much for the company! Its like creating an in-house team for your answering service work, but going through the process in conditions that you are not familiar with. If your aim is to get work done quickly, you will hardly find it feasible to set up a captive center. It is way better to hire a third party call center services firm. That will require no establishment cost on the behalf of the company. On the contrary, you can have a set team of experienced professionals working for your business. The expertise and the skill that they bring to the table is worth the money that you are paying for.
There are psychological advantages for a third party call center as well. Because you are a client to them, their call center services are prompt, professional and precise. They never delay on the delivery date of your project. There is no sense of complacency. You find this complacent attitude brimming over in captive BPO firms. Because they are not working for a client, they tend to take things easy. They know their work will not be lacking, thanks to the parent company. The answering service agents take things lightly and there is hardly any fire in the belly. Third party business outsourcing firms keep their employees motivated through rewards, incentives and bonuses. That sort of an environment that always packs in a punch is missing when its captive projects that we are talking about.
The final nail in the coffin that seals the fate for captive BPO centers is the professionalism in third party call centers. The later hires the best talent in the market to get its work done. There is a lot of competition to keep the employees on their toes. New recruits are trained to acquire the skills needed to work in the telemarketing section. There are reviews and appraisals very regularly to keep a tab on the performance of the employees. The answering service agents generally come with a lot of experience. They may have worked in similar campaigns. This makes them equipped to deal with your campaign in a much better way. You do not get similar resources at your disposal when you are working with a captive call center.
