India's contact centre business continues to grow despite competition

A study conducted by Kelly Services India in both the in- and out-bound call centre companies in Asia, notes that about two-thirds of contact centres in India are expected to step up hiring in the next six months. India has the highest recruitment pace at 15-20 per cent depending upon the location, sector and whether it is captive or third party contact center, showing a strong pace of recruitment in the country.

According to the study, which interviewed 57 contact centres across nine countries in Asia, 44 per cent of recruitment is for new positions available in the contact centres and 88 per cent foresee an increased headcount over the next six months.

According to the survey 54 per cent of Asian contact centres use a recruitment agency. India has the highest reliance on recruitment agencies (71 percent) among the countries surveyed.

According to the study, the most sought staff by organisations recruiting in India is those with verbal communication skills (75 per cent), extensive contact centre experience (75 per cent) and customer service skills (50 per cent).

“A competitive cost basis is critical consideration in setting up call centres, the effective selection, recruitment and retention of staff are paramount in managing call centres. Call centers in general see highest turnover particularly due to the work demands, talent acquisition within the industry in itself and also due to adapting to the work hour expectations,” notes the study.

India's contact centre business continues to grow despite closely emerging competitors such as the Philippines, Malaysia, and Thailand, the report added.