EMIS Emerging Market Information Service IndiaBPO | Page 21

Contact Centers
Turnover in In-House and Subcontractor Contact Centers, 2007
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Comments
? Contact centers employ some 330,000 people in India, 2011 data by the Contact Center Association of the Philippines showed. Contact centers became popular as an outsourcing business in India in the 2000s and the country has been the most popular contact center outsourcing destination until recently, when it was superseded by the Philippines. ? There has been considerable discussion in the sector to shift away from the traditional term "call center" - suggesting the use only of telephony, to "contact center" which highlights the servicing of customers through a variety of media – voice, email, fax and voice-over-Internet protocol (VoIP).

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Brazil

India

Poland

South Africa Subcontractors

South Korea

In-House Centers

Contact Center Employee Turnover and Quit Rates, 2007

? More than 60% of contact centers in India primarily use collegeeducated employees, compared to less than 10% in call centers in Europe and North America, a 2007 Global Call Center Report, which was a joint project of over 40 scholars from 20 countries, showed.
? Service & Sales and Sales Only represent more than 80% of the services provided by call centers in India, with the balancing portion belonging to Service Only activities.

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