Challenges before Indian call centres

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The Indian contact centre market continues to grow, providing offshore investors with services at prices that are much lower than those found in western locations. Investors across verticals in both North America and the United Kingdom have been quick to use Indian call centre services, and despite recent negative press, evidence suggests that this trend is set to continue. However, market maturity and increased competition from other emerging offshore locations means outsourcing service providers will need to overcome significant challenges. Peter Ryan, call centre and CRM analyst with independent market analyst Datamonitor (DTM.L), explains. more...