Outsourcing Call Centers to India and the Philippines

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Outsourcing Call Centers to India and the Philippines
Market Report, March 2005, 1040 €

Description

This report provides an assessment of the Indian and Philippine call center markets, including an overview of the industry and trends, discussion of outsourcing or independent call-center options, government policies, technology providers, SWOT analysis of the Indian ITES sectors, and in-depth profiles of twenty-five Indian call centers with international experience, including call center rankings, international clients served, investors/funding, staffing areas, number of employees, etc.
Updated for 2005.
Includes a new appendix covering Philippine call centers, their activities, specializations, and customers.

Sommaire

INTRODUCTION 2; THE INDIA CALL CENTER INDUSTRY – ALL YOU NEED TO KNOW 3; LOCATIONS OF CALL CENTERS IN INDIA - WHY ARE THESE CITIES IMPORTANT? 3; MULTI-LOCATION CALL CENTERS 4; DECIDING TO USE AN EXISTING CALL CENTER VS SETTING UP YOUR OWN CALL CENTER 4; Factors to Consider 4; Pros and Cons of Outsourcing to Third-Party Vendors 6; Pros and Cons of Establishing a Captive Center 6; CALL CENTER COSTING 7; Margins for International call centers 7; Call Center Salaries 8; CALL CENTER TECHNOLOGY PROVIDERS 9; Software Vendors 10; Hardware Vendors 11; PLC Vendors 12; Process Training/Certifying Vendors - Copc, Six Sigma 14; Consultant 14; Technical Training Related to Call Centers 14; GOVERNMENT POLICIES/TAX ISSUES 15; Government Initiatives 15; Government Guidelines for Setting Up Call Centers 16; New Telecom Policy Details of the Indian Government 17; Please see the Telecom Policy document 1999pdf file for extensive details 17; Documents Required for Submitting a Call Center Application 18; THE NEED FOR VENTURE CAPITALISTS 19; SWOT ANALYSIS ON INDIAN ITES SECTOR 20; STRENGTHS 20; WEAKNESSES 20; OPPORTUNITIES 20; THREATS 21; CALL CENTER GROWTH 21; TABLE 1: RANKINGS OF CALL CENTERS BASED ON REVENUES 21; TABLE 2: NUMBER OF SEATS IN CALL CENTERS 22; TABLE 3: CALL CENTERS COMPARED BY COUNTRY, USP, AND LIMITATION 22; TABLE 4: INDIA CALL CENTER DIRECTORY 23; TABLE 5: INDUSTRIES SERVED (BY COMPANY) 26; TABLE 6: INVESTORS 27; TABLE 7: STAFFING/CALL CENTER TYPE (BY COMANY) 28; TABLE 8: CLIENTS AND NATIONS SERVED (BY COMPANY) 29; APPENDIX : PHILIPPINE CALL CENTERS SERVING THE IT INDUSTRY
PHILIPPINE CALL CENTERS - CONTACT DETAILS; PHILIPPINE CALL CENTERS - SPECIALIZATION, FUNDING, TYPE OF CALL AND CUSTOMERS 31; LEARN THE LINGO 35;