Top 10 Best Call Centers in India 2023
Call centers are centralized offices used for receiving or transmitting a large volume of inquiries by telephone. They are operated by companies to administer incoming product or service support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call center, collective handling of letters, faxes, live support software, social media, and e-mails at one location is known as a contact center.
Call centers can be operated internally by a business or outsourced to another company that specializes in handling calls. They often use a wide range of automated technologies that can include automatic call distribution and interactive voice responses.
The key performance indicators for call centers typically include metrics like first call resolution (FCR), average handle time (AHT), and customer satisfaction scores.
There are two types of call centers:
Inbound Call Centers: These centers handle incoming calls from customers. Calls may be from individuals needing help with a product or service they’ve purchased, or they may be inquiries about the company’s offerings. Inbound call centers often act as a customer service hub.
Outbound Call Centers: These centers make outgoing calls to customers or potential customers. They often focus on sales, marketing, and customer acquisition. For example, a call center might be used to conduct market research or to contact a list of potential customers about a new product or service.
Over time, call centers have evolved to handle more types of communication, such as chat and social media interactions. Some use the term “contact center” to reflect this broader scope. Additionally, with the development of technology, many companies have transitioned to virtual call centers, where representatives work from home or a remote location.
Why call centers are important
Call centers are important for several reasons:
Customer Service: Call centers often serve as the primary point of contact between a business and its customers. Good customer service can significantly contribute to customer satisfaction and retention.
Problem Resolution: Call centers play a crucial role in resolving customer issues and complaints. They provide a platform for customers to express their concerns and for the company to address those concerns promptly.
Sales and Revenue Generation: Outbound call centers are instrumental in driving sales. By reaching out to potential customers, they create opportunities for revenue generation. They can upsell and cross-sell products, turning calls into profitable transactions.
Brand Image: The quality of a company’s call center can heavily influence its brand image. A well-run call center that provides excellent customer service can enhance a company’s reputation, while a poorly run call center can damage the brand.
Customer Retention: By promptly addressing issues and providing excellent service, call centers can help improve customer loyalty and retention. This is crucial because retaining existing customers is often more cost-effective than acquiring new ones.
Market Research: Call centers can also conduct surveys and collect valuable data about customer preferences and behaviors. This can inform the company’s marketing and product development strategies.
24/7 Support: Many call centers operate around the clock, providing customers with assistance whenever they need it. This level of availability can significantly enhance the customer experience.
Cost Efficiency: Outsourcing to call centers can be a cost-effective solution for businesses. Instead of investing in the infrastructure and staff needed to handle customer service in-house, a company can leverage the resources of a specialized call center.
In a world where businesses increasingly compete on customer experience, call centers play a pivotal role in ensuring that interactions with customers are positive and beneficial for the company.
History of call centers in India
The history of call centers in India can be traced back to the early 1990s when the country began opening up its economy to the world. Here are the key milestones in the development of this industry:
Early 1990s: The liberalization of the Indian economy in 1991 was a turning point. It paved the way for foreign direct investments and the entry of multinational corporations. Around this time, businesses began to realize the potential of outsourcing certain functions to countries with lower labor costs, like India.
Mid 1990s: The first few call centers began operations in India. These were primarily in-house operations of multinational companies that started to offshore their back-end work to their own offices in India.
Late 1990s and early 2000s: The true potential of the Indian call center industry started to be realized. The Y2K bug scare led many western companies to seek software assistance from countries like India, which had a large pool of English-speaking IT professionals. This helped to create greater awareness about the capabilities of the Indian workforce.
2001: The Indian government recognized the IT Enabled Services (ITES) sector, which includes call centers, as a major avenue for employment and revenue. The National Association of Software and Service Companies (NASSCOM) also began to play a significant role in promoting IT and ITES sectors globally.
2004 onwards: India became a global hub for call center operations. Companies from around the world outsourced their customer service operations to India to take advantage of the cost benefits and the large English-speaking population. Major Indian cities like Bangalore, Hyderabad, Mumbai, Chennai, and Delhi NCR became hotspots for these operations.
Late 2000s to early 2010s: The industry faced challenges due to increasing competition from other countries, like the Philippines, and due to some backlash against outsourcing in Western countries. However, the industry began to transition towards higher-value services, like analytics, technical support, and other knowledge process outsourcing (KPO) services.
2020s: With the rise of AI and automation technologies, many routine tasks handled by call centers are being automated. However, the industry continues to evolve, with a focus on complex tasks that require human judgment and interaction. The Covid-19 pandemic also led to a rise in remote work and virtual call centers.
Today, India remains one of the world’s leading destinations for call center outsourcing, offering a combination of cost-effectiveness, large talent pool, and relatively high-quality services.
Benefits of call centers
Call centers offer several benefits for businesses, which can lead to significant improvements in efficiency, customer satisfaction, and overall growth. Here are some key benefits:
Customer Service: Call centers are typically the first point of contact for customers needing assistance or information. By providing high-quality service, call centers can enhance customer satisfaction and loyalty.
24/7 Support: Many call centers operate around the clock, ensuring that customers can receive assistance whenever they need it. This is especially important for businesses with customers in different time zones.
Cost Efficiency: Operating a call center in-house can be expensive, considering the costs of hiring and training staff, setting up and maintaining the necessary infrastructure, and managing operations. By outsourcing to a call center, businesses can significantly reduce these costs.
Focus on Core Business: Outsourcing call center operations allows businesses to focus on their core competencies, while leaving customer service to the experts. This can lead to improvements in efficiency and productivity.
Sales and Revenue Generation: In addition to handling customer inquiries and complaints, call centers can also contribute to sales and revenue generation. Outbound call centers can reach out to potential customers, upsell and cross-sell products, and follow up on leads.
Data Collection and Analysis: Call centers interact with a large number of customers on a daily basis, which provides a wealth of data. This data can be analyzed to gain insights into customer behavior, preferences, and feedback, informing business decisions and strategies.
Professionalism: Call centers employ trained professionals who are skilled in handling customer interactions. This ensures that customers receive a high level of service, enhancing the business’s reputation and brand image.
Scalability: Call centers can scale their operations up or down to match the changing needs of the business. For example, they can handle increased call volumes during peak seasons, ensuring that customers do not experience long wait times.
Multilingual Support: Many call centers offer support in multiple languages, allowing businesses to serve customers in their preferred language. This can enhance the customer experience and help businesses reach a wider audience.
Technology Access: Call centers typically have access to advanced technologies like automatic call distribution (ACD), interactive voice response (IVR), and customer relationship management (CRM) systems. These technologies can improve efficiency and customer service.
Best Call Centers in India
Genpact
Tata Consultancy Services (TCS)
Wipro
Infosys
HCL Technologies
Aegis
Firstsource
Concentrix
EXL Service
Teleperformance
Genpact
Genpact is a global professional services firm that was initially established in 1997 as a business unit within General Electric. In 2005, Genpact became an independent company, and in 2007, it was publicly listed on the New York Stock Exchange.
The company provides a wide range of services, including finance and accounting, procurement and supply chain, risk and compliance, customer service and contact center support, data analytics, and digital transformation services. Its operations span numerous industries such as banking and financial services, insurance, manufacturing, and healthcare.
Genpact’s call center services are a significant part of its offerings. These services cover multiple areas such as customer service, technical support, and sales. Genpact employs thousands of call center representatives worldwide who handle millions of customer interactions each year.
The company uses advanced technology and analytics to deliver its services. For instance, it uses automation and artificial intelligence to enhance efficiency and customer experience. It also leverages data analytics to gain insights into customer behavior and improve service delivery.
Genpact has a global presence with offices in numerous countries across the Americas, Europe, Asia, and Australia. the company’s headquarters is in New York City, USA.
As with any company, if you’re considering using Genpact’s services or working with them, it would be wise to conduct thorough research and possibly seek advice from others who have experience with the company.
Tata Consultancy Services (TCS)
Tata Consultancy Services (TCS) is a global IT services, consulting, and business solutions organization that is part of the Tata Group, one of India’s largest and most respected industrial conglomerates. TCS was established in 1968 and has grown to become one of the world’s leading providers of IT and business process outsourcing (BPO) services.
The BPO division of TCS provides a wide range of services, including customer service, technical support, and telemarketing. These services are delivered through call centers (also known as contact centers) located in various parts of the world. TCS’s call center services are known for their high quality, driven by the company’s strong emphasis on customer satisfaction and continuous improvement.
TCS leverages its deep domain knowledge, expertise in IT and digital technologies, and global delivery model to offer efficient and effective call center services. The company serves clients across various industries, such as banking and financial services, insurance, retail and consumer goods, telecommunications, and healthcare.
In addition to traditional voice-based call center services, TCS also offers non-voice services, such as email and chat support, as well as back-office services like data processing and document management. Moreover, TCS is actively investing in next-generation technologies like artificial intelligence, machine learning, and automation to enhance its service offerings.
TCS is headquartered in Mumbai, India, and has operations in more than 46 countries. However, specific details may have changed after that date, so it would be advisable to verify the latest information from a reliable source.
Wipro
Wipro Limited is a leading global information technology, consulting, and business process services company. Founded in 1945 as Western India Vegetable Products Limited, it initially started as a manufacturer of vegetable and refined oils. However, the company entered the technology and software services sector in 1981 under the visionary leadership of Azim Premji, and it has since grown into a leader in the IT industry.
Wipro’s Business Process Services (BPS) division provides a range of call center services to businesses around the world. These services include customer support, technical support, telemarketing, and other specialized services. Wipro’s call centers operate with the objective of helping their clients deliver excellent customer service, improve operational efficiency, and drive business growth.
Using a combination of technology, process excellence, and a customer-centric approach, Wipro provides solutions that are tailored to the specific needs and challenges of each client. The company is also known for its investments in next-generation technologies such as artificial intelligence, automation, and data analytics, which are used to enhance its service offerings.
Wipro has a global presence with offices in multiple countries. Its client base spans a wide range of industries, including banking and financial services, healthcare, retail, telecom, and more. Wipro’s headquarters is in Bangalore, India.
Please note that while this information was accurate as of my last update, the specifics may have changed after that date. Therefore, it’s always a good idea to check the most recent and detailed information from the company’s official resources or other reliable sources.
Infosys
Infosys Limited is a global leader in next-generation digital services and consulting. The company, founded in 1981 by N.R. Narayana Murthy and six other engineers, is headquartered in Bangalore, India. Infosys has a global presence with clients across industries such as finance, insurance, manufacturing, and healthcare.
Infosys BPM (Business Process Management), formerly known as Infosys BPO, is the business process outsourcing subsidiary of Infosys Ltd. Established in April 2002, Infosys BPM provides integrated outsourcing and transformation services. These services are globally delivered through 32 delivery locations across the Americas, Europe, and Asia Pacific.
Infosys BPM’s contact center services are comprehensive and include customer service, sales support, and technical support. These are delivered through various channels like voice (telephone calls), email, web chat, and social media. Their focus is on providing superior customer experience, operational efficiency, and business value to their clients.
In addition to traditional contact center services, Infosys BPM is also heavily invested in digital transformation. They leverage automation, artificial intelligence (AI), and data analytics to enhance their service offerings and drive business outcomes for their clients.
Infosys continues to be a significant player in the global IT and business process outsourcing market. However, for the most accurate and up-to-date information, it would be best to check Infosys’ official resources or other reliable sources.
HCL Technologies
HCL Technologies is a global IT services and consulting company headquartered in Noida, India. It was originally founded as a research and development division of HCL (Hindustan Computers Limited) in 1976 and eventually spun off as an independent company in 1991.
HCL’s Business Services (BSERV) division offers a wide range of call center services. These services include customer support, technical support, sales and marketing support, and other specialized services. HCL operates call centers in various locations around the world, providing services to clients in multiple industries such as banking and financial services, healthcare, retail, telecom, and more.
HCL emphasizes a customer-centric approach, with the goal of helping its clients deliver excellent customer service, improve operational efficiency, and drive business growth. The company leverages its deep domain knowledge, expertise in IT and digital technologies, and global delivery model to provide efficient and effective call center services.
In addition to traditional voice-based call center services, HCL also offers non-voice services, such as email and chat support, as well as back-office services like data processing and document management. Furthermore, HCL invests in next-generation technologies like artificial intelligence, machine learning, and automation to enhance its service offerings.
HCL continues to be a significant player in the global IT services and business process outsourcing market. However, the specifics may have changed after that date, so it’s always a good idea to check the most recent and detailed information from the company’s official resources or other reliable sources.
Aegis
Aegis Limited is a global outsourcing and technology services company that provides business process outsourcing (BPO) and contact center solutions to businesses around the world. The company was founded in the United States in 1985 and later became a part of the Essar Group, a multinational conglomerate based in India.
Aegis offers a comprehensive suite of contact center services, which include customer service, technical support, and sales and marketing support. These services are delivered through various channels such as voice (phone calls), email, chat, and social media.
The company is known for its customer-centric approach, focusing on delivering high-quality customer experiences. Aegis also leverages advanced technology and analytics to drive operational efficiency and improve service delivery. It has invested in automation, artificial intelligence, and data analytics technologies to enhance its service offerings.
Aegis has a global presence with delivery centers in several countries across the Americas, Asia, Europe, and Africa. The company serves clients in a wide range of industries, including telecommunications, banking and financial services, healthcare, travel and hospitality, and retail.
Aegis was acquired by Teleperformance, another leading global outsourcing company, in 2018. The specifics may have changed after that date, so it’s always a good idea to verify the most recent and detailed information from the company’s official resources or other reliable sources.
Firstsource
Firstsource Solutions Limited is a leading provider of customized business process management (BPM) services. The company, founded in 2001 and headquartered in Mumbai, India, is part of the RP-Sanjiv Goenka Group, a major industrial conglomerate in India.
Firstsource provides a broad range of services in the areas of banking and financial services, customer services, healthcare, and communications, media and technology. Their offerings include customer management, data processing, collections, and industry-specific back-office processes.
The company’s call center services are a significant part of its offerings. These services include customer service, technical support, collections, and sales across various channels like voice (phone calls), email, chat, and social media. They focus on delivering superior customer experience, operational efficiency, and transformational value for their clients.
Firstsource is known for its customer-centric approach and its use of technology and analytics to enhance service delivery. The company leverages next-generation technologies such as automation and artificial intelligence to drive efficiency and improve customer interactions. Moreover, Firstsource uses data analytics to gain insights into customer behavior, which informs their strategies and enhances service delivery.
Firstsource has a global footprint with delivery centers in India, the Philippines, Sri Lanka, the UK, and the USA. The specifics may have changed after that date, so it’s always a good idea to check the most recent and detailed information from the company’s official resources or other reliable sources.
Concentrix
Concentrix Corporation is a leading global provider of customer experience (CX) solutions and technology. The company, which was originally a subsidiary of SYNNEX Corporation, became an independent, publicly traded company in December 2020.
Concentrix offers a comprehensive suite of services that includes customer care, technical support, customer acquisition, digital services, analytics, and back-office support. These services are delivered through various channels such as voice (phone calls), email, chat, social media, and more.
The company is known for its customer-centric approach and its focus on delivering high-quality customer experiences. It leverages advanced technology and analytics to drive operational efficiency and improve service delivery. Concentrix invests in next-generation technologies such as automation, artificial intelligence, and data analytics to enhance its service offerings.
Concentrix serves clients in a wide range of industries, including technology, banking and financial services, healthcare, automotive, insurance, and more. The company operates in over 40 countries with a large global workforce.
Concentrix is headquartered in Fremont, California, USA. However, the specifics may have changed after that date, so it’s always a good idea to check the most recent and detailed information from the company’s official resources or other reliable sources.
EXL Service
EXL Service is a leading operations management and analytics company that helps businesses enhance growth and profitability. The company was founded in 1999 and is headquartered in New York City, USA.
EXL offers a broad array of services that include insurance, healthcare, banking, travel, transportation and logistics, utilities, and more. Within these sectors, EXL provides services such as customer care, collections, and back-office operations.
The company’s call center services are part of its larger business process management (BPM) offerings. These services include customer service, technical support, and sales support. They focus on delivering superior customer experience and operational efficiency for their clients.
EXL is known for its customer-centric approach and its use of technology and analytics to enhance service delivery. The company leverages next-generation technologies such as automation, artificial intelligence, and data analytics to drive efficiency and improve customer interactions.
EXL operates more than 60 delivery centers in the United States, India, Philippines, Romania, Czech Republic, and South Africa. The specifics may have changed after that date, so it’s always a good idea to check the most recent and detailed information from the company’s official resources or other reliable sources.
Teleperformance
Teleperformance is a global leader in outsourced omnichannel customer experience management. Founded in 1978 in Paris, France, by Daniel Julien, the company has grown to become one of the largest outsourced customer service companies in the world.
Teleperformance offers a wide range of services, including customer care, technical support, customer acquisition, debt collection, social media, and analytics. These services are delivered through various channels such as voice (phone calls), email, chat, social media, and more. The company is known for its customer-centric approach and its focus on delivering high-quality customer experiences.
The company leverages advanced technology and analytics to drive operational efficiency and improve service delivery. It uses next-generation technologies such as automation, artificial intelligence, and data analytics to enhance its service offerings.
Teleperformance serves clients in a wide range of industries, including technology, banking and financial services, healthcare, travel and hospitality, retail, and more. The company operates in 80 countries with a large global workforce.
Teleperformance is headquartered in Paris, France. However, the specifics may have changed after that date, so it’s always a good idea to check the most recent and detailed information from the company’s official resources or other reliable sources.