| shore outsourcing market has evolved over the last | | | | 5.Phone Answering |
| decade. Today, most of the companies are relying on | | | | 6.24-Hrs Help desk and Technical Support |
| offshore software developers and Business Process | | | | 7.Emergency and Direct Response |
| Outsourcing for Customer Support Services to | | | | 8.Claims Processing |
| explore the business with low investment cost. | | | | 9.Consumer Response |
| Offshore services are categorized into three parts - | | | | 10.Order Taking |
| Most mature - Application maintenance and | | | | 11.Web Receptionist |
| management, application migration, and legacy | | | | 12.Product Technical Information |
| application development. | | | | Outbound Call Center Services- |
| Medium maturity - New custom application | | | | 1.Market Intelligence |
| development, enterprise application integration, | | | | 2.Database Selling |
| implementation of application packages (e.g., ERP, | | | | 3.Direct Mail Follow-up |
| CRM, SCM), and business integration. | | | | 4.Lead Generation/ Qualification /Management |
| Least Mature - Call centers, business process | | | | 5.Seminar Population |
| outsourcing (BPO), infrastructure outsourcing, ERP | | | | 6.Product Promotion |
| services, remote network management, product | | | | 7.Debt Collection |
| engineering, embedded software, and technical | | | | 8.Info & Literature Fulfillment |
| services. | | | | 9.Appointment Scheduling |
| The two fastest growing segments of the offshore | | | | 10.Decision Maker Contacts |
| services market are application management and | | | | 11.Up Sell/Cross Sell Campaigns |
| business process outsourcing (BPO). BPO is capturing | | | | 12.Surveys |
| the attention of many executives, as a way to reduce | | | | 13.Customer Satisfaction |
| the costs of business processes such as customer | | | | Non Voice Services- |
| care, billing, collections, claims processing, and various | | | | 1.Web services |
| other back office functions and leaves business owner | | | | Chat support |
| free to focus more of the other resources to | | | | Email Management |
| maximum benefit. | | | | SMS chat support |
| Offshore providers will strive to create or extend | | | | 2.Programming services |
| differentiated capabilities and continue to expand their | | | | 3.Web based programming |
| services portfolio offerings to include higher value add | | | | 4.PHP programming |
| project-based services. Given the growing level of | | | | 6.Custom applications |
| competition in the services outsourcing market, | | | | 7.Internet marketing |
| companies that don’t have unique capabilities will | | | | Web Based Solution — Back Office Support |
| be subject to downward pressure on billing rates. | | | | 1.Data entry |
| Customers. | | | | 2.Mystery shopping |
| Most of the outsourcing companies from India and | | | | 3.Web chat & Email response |
| across the world wide offer following call center | | | | 4.Qualitative analysis |
| services by consider all the areas that your business | | | | 5.Research services |
| could benefit from: | | | | Business outsourcing services is being used to reduce |
| Inbound Call Centers services - | | | | operations, infrastructure and Investment cost. |
| 1.Customer service | | | | Offshore Call Center Service helps in cost savings, |
| 2.Order hot lines | | | | and on the other hand increase the business |
| 3.Support lines | | | | profitability so that business owner can put more |
| 4.Handling call overflow | | | | efforts to the growth of core business of organization. |