The Evoving Scope of an Indian Outsourcing Company

Posted by Neha Gupta on June 18th, 2018

The Indian outsourcing sector has gone through many changes in the last two decades. There was a time when most of the call centers in India in their early phase only used to act as customer support outsourcing centers. The earliest clients of this sector were mobile network operators. One of the first technical processes to be outsourced to an Indian outsourcing company was mobile data support process. It was the early times of mobile data. The old 2G network internet was used in cell phones. One of the biggest challenges customers those days faced was that their handset did not automatically pickup data settings.

For this reason, mobile companies would get a lot of calls from customers that needed someone to walk them through the various steps of installing mobile data settings. Now, if we talk about domestic outsourcing processes, the scope of outsourcing has really seen a transformation. Similarly, India has been a hub for western countries to outsource their various processes as well.

The cost-benefit and the availability of talented, English speaking youngsters made India the preferred outsourcing location for the west. Indian outsourcing companies got famous all over the world for providing technical support to the customers of some of the biggest tech companies in the world. Over the years, the scope of outsourcing to India grew from technical support to a wide range of services. Outsourcing itself has changed a lot. From BPO (Business Process Outsourcing) to KPO (Knowledge Process Outsourcing) and LPO (Legal Process Outsourcing), the type of services outsourced has seen expansion.

Here are some of the various services being offered by Indian outsourcing companies and the range of processes being outsourced to them both locally and internationally –

Virtual Assistant Services

A virtual assistant is a remote employee that works at a remote location for an organization and handles a wide range of services. Also known as a virtual receptionist, popularly they answer phone calls, book meetings, reply to emails & chat and handle many other backend processes like data entry. Many companies hire these virtual assistants as they can save on their operating expenses. Recognizing this need, companies like Octopus Tech offer virtual assistant services to sectors that need this service the most – doctors and real-estate firms.

Chat Support Services

Today’s customers prefer getting support via website chat rather than over the phone. Through online chat, they can get a real-time resolution to their problems without having to wait on hold for a long time. Most of the companies outsourcing their chat services are e-commerce companies that want to capitalize on live website chat for boosting their conversion rates. Other sectors that benefit from live chat outsourcing are travel websites, banks, and telecom companies.

Legal Process Outsourcing (LPO)

Lawyers have too many responsibilities to handle on a daily basis. Whether it is a small legal practice or a large firm, there are many administrative tasks that need to be handled. In order for the lawyers to focus on their core tasks, these administrative and backend tasks are outsourced to legal process outsourcing companies. Some of these legal functions that are outsourced are – litigation support, paralegal services, legal document review and more.

Email Support Services

Email still remains one of the most preferred channels of communication for customers when they want to get in touch with brands. Many companies are now recognizing this fact and are starting to outsource their email support services to BPO companies. Effective email support helps boost customer satisfaction and customer retention. It is an important tool for delighting customers.

E-Surveillance Services

This is the latest trend in outsourcing. Businesses now have started to outsource their e-surveillance services to outsourcing companies to add an extra layer of security to their business. The basic concept behind outsourcing e-surveillance is that banks, warehouses, retail chains, restaurants etc outsource their surveillance video monitoring to a third party that monitors all security footage in real-time from a centralized command center. In the event that any criminal incident is detected, real-time alerts along with the evidence are sent to the concerned persons.

The scope of the Indian outsourcing company has expanded over the past decade. These Indian companies are no longer just a destination for tech support but also for a host of different services that help companies reduce costs, increase revenue, retain customers, keep customers engaged and get feedback.