As business realities change, a number of companies are adopting strategies to Offshore to India & help control costs, stay ahead of the competition, and offer innovative solutions without compromising on quality.
India has become a global hub for offshore customer support, back-office & tech support services. Big companies in the US, UK, and Europe are increasingly shifting their call center operations, IT service desk & IT help desk, and other business processes to India. A recent survey indicated that 80% of firms in the US, UK, and Europe ranked offshoring to India as their top priority and claimed that India is the best outsourced IT service desk destination. According to a recent survey, 70% of consumer support in the world is handled in India and global statistics indicate that about 56% of offshoring partnerships to India comes from companies in the US. From the financial sector to health care providers & from software developers to the manufacturing industry; companies are eager to leverage the benefits of offshoring to India.
India has gained global confidence with major players opting to offshore to India because they are assured of gaining access to quality results, superior talent, low costs, and fast turnaround times. India is also known as the ICT sector hub. India holds 65% of the international offshore BPO market, making it the leading country in providing inbound call center outsourcing services.
Here are 5 Largest US Companies that Offshore to India
Ford Motor Company (FMC)
Ford Motor Company is a renowned American automobile giant. FMC outsources software development, IT & customer support to India. Initially, the company only shipped its back-office work such as accounting to India. As Ford Motor Company was pleased with the high level of quality and reliable services in India, it also set up a software development center to manage its e-commerce solutions. One of the directors at Ford stated that Ford was extremely pleased with the fast and efficient services handled by Indian professionals.
In the last two years, FMC has invested more than $5 million in setting up an information technology project. On a yearly basis, Ford Motors Company will be investing a large sum of money in the IT enterprise in India. Ford’s IT venture in India handles all the company’s IT tasks from manufacturing bases spread across the world, to meeting the company’s e-business solutions. Apart from offshoring IT to India, Ford also moved its entire call center to India, to give clients & its internal users access to reliable 24/7 customer help desk services. The company offers phone support services, live chat support services, and email support services.
CISCO – Offshores to India
The famous networking giant company invested over $150 million in structuring and expanding its technology development enterprise in India. Cisco also set up its 2nd largest research and development facility in Bangalore, India, which houses more than 1500 Indian technical professionals. Cisco’s Research and Development Center at Bangalore was developed to help the company to deploy products and solutions faster, develop new technologies as well as successfully meet customers’ demand by providing technical support. Cisco also has plans to make more investments in India and leverage the skills of Indian networking professionals. The kind of support offered is Live Chat support services and Email support service desk.
The services in the research and development center include:
- 24-hour monitoring and response
- Technical support for all Cisco technologies
- SLOs for mean time to notify, isolate, and resolve incidents
- Collaboration with Cisco IT Tier 3 team
This investment has helped CISCO to integrate channels and customer-facing processes. As a result, CISCO earned higher customer satisfaction and profitable growth.
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American Express (Amex)
American Express (American Multinational Financial Corporation) is one of the pioneers of back-office operations & decided to offshore to India. American Express opened its Financial Center East in New Delhi in 1994. American Express also practices business process outsourcing in India. AMEX partnered with companies from India and the Philippines to take care of its customer service. Among the outfits working out of India included Spectramind, which is owned by Wipro, an Indian IT services firm.
Amex also partnered with multinational Information technology companies in India like Infosys Ltd, and Tata Consultancy Services. AMEX contracts IT services, application development, and maintenance, and technical support.
General Electronics (GE) – Offshores to India
General Electric decided to focus on India & invested about $130 million in setting up a big, state-of-the-art research and development center in Bangalore, India. This center is the General Electronics’2nd largest research and development center in the world and is staffed with skilled Indian professionals. The center is equipped with the latest engineering tools and technology and is responsible for interacting with GE’s customers, suppliers, branches, partners, and other technology centers across the world.
General Electronics also has a technology center in India that employs over 2,200 engineers and scientists with Chemical Engineering, Mechanical Engineering, Polymer Science expertise and new synthetic materials. GE also opened up an e-knowledge center in India to disseminate knowledge and technology developments to its business centers.
Microsoft – Offshore to India
Microsoft in 2010 signed a three-year deal with Infosys Technologies to manage significant parts of its worldwide internal IT operations. The agreement included specific services such as technical assistance, management of databases, software applications, and devices. The agreement covered over 450 locations through 104 countries.
Located in Bangalore, India, Infosys had already partnered with Microsoft in certain areas but this particular deal further extended that relationship. Infosys also partnered with Unisys Corporation in Pennsylvania to provide service-desk and desk-side technical support to Microsoft employees. This deal saw Infosys enhancing their capabilities to help other customers leverage Microsoft innovations and adopt new technologies.
Reasons why India has become the ultimate offshoring destination for big companies
- India has the largest professional and technical talent pool in the world and an immensely talented workforce
- India offers flexible pricing options for business hours call center services & after-hours call center services.
- India provides consistent premium quality services
- India boasts of the best in technological Infrastructure and capabilities
- The Indian Government is very stable and offers attractive IT strategies
- Indian companies provide the quickest turnaround time (time-to-market)
- Unique time zone advantage making it easy to provide 24/7 services
Offshore to India – The future
Analysts believe that India is a vital destination and its annual GDP is expected to grow at 8–10% for the next decade. Additionally, Outsource customer service efforts to India are considered efficient.