Outsourcing Customer Support in India: Comparison of Voice & Non-voice Process Services

Many of India’s customer support operations depend on outsourcing to get work done. Outsourcing is the process of transferring work from the company’s operations to outside suppliers. There is a lot of buzz about outsourcing customer support in India, but many business owners are unsure about the most suitable way to do it. In this article, we will compare and contrast the various approaches for customer support outsourcing in India, such as voice and non-voice process services and make a correct decision for your business.

Outsourcing Customer Support and VoIP: What is the difference?

When most people think of outsourcing customer support, they think of sending calls to another country. And while that’s one type of outsourcing, it’s not the only one. There’s also outsourcing via VoIP (Voice over Internet Protocol). So, what’s the distinction between these two types of outsourcing? Let’s take a closer look.

Outsourcing customer support involves hiring a company or individual to handle customer service on your behalf. It can include everything from answering phone calls and responding to emails to providing live chat support. The goal is to free up your time and resources so you can focus on other areas of your business.

On the other hand, VoIP is a technology that allows you to make and receive phone calls over the internet. With VoIP, there’s no need for a traditional phone line. All you need is a broadband internet connection. Businesses often use VoIP as a more cost-effective way to make and receive calls.

So, which should you prefer for your business? That depends on your needs and budget. If you have a limited budget, VoIP may be the better option. But if you need more features, you may consider hiring an outsourcing company in India.

Types of support: Voice & Non-Voice Process Services

Customer support has arrived a long way since the telephone help desk. Today, organizations must provide support across multiple channels, including email, social media, chat, and phone. And they must accomplish so in a way that is efficient and cost-effective.

One popular solution is to outsource customer support to India. India has a large pool of English-speaking workers, and many companies have been able to find success with this model.

Customer service can fall into two types: voice and non-voice. Voice support usually refers to telephone calls and live chat sessions. Non-voice support includes email and social media interactions.

Each type of support has its own set of advantages and disadvantages. Voice support is generally more personal and can build stronger relationships with customers. However, it is also more expensive and can be more challenging to scale.

Non-voice support is less personal but can be more efficient and easier to scale. It is also generally less expensive than voice support.

When choosing which type of customer support to outsource to India, it is essential to consider your specific needs and goals. If you need a high level of personal interaction with your customers, voice support may be the best option. If you want a more efficient and cost-effective option, non-voice support is ideal. In either case, you’ll find that India’s top outsourcing companies can provide quality customer support to your customers at an affordable price.

How to Determine Which Type of Service Is Suitable for Your Business

There are many different service providers and plans to choose from when it comes to outsourcing customer support. Determining which type of service is right for your business can be challenging. Here are a few factors to consider when making your decision:

  • The nature of your business:

    Some customer support services can be more appropriate for some businesses than others. For example, suppose you run a customer support center for an airline or a healthcare company. In that case, you want to ensure that the service provider can offer HIPAA compliance and is familiar with all applicable industry regulations.

  • The type of customer support you need:

    There are many different types of customer support, each with a different set of requirements. Some examples include telesales support (phone and email), live chat support (text or audio), social media customer service, and technical support.

  • Your budget:

    Yes, we understand that some companies can be reluctant to reveal their budget. But this is an essential aspect of the customer service process and should not be omitted from your research process. If you don’t know the amount you’re willing to spend on customer support services, it won’t be easy to find a provider who can offer a solution for your business.

  • The location of your customers:

    This is one of the most important aspects to include in your customer service requirements. If you have customers worldwide, you’ll want a provider with agents (languages) in each country you’re targeting. The expense may be a bit higher, but you are likely to see significant benefits in the long run. Otherwise, your customers may have difficulty communicating with a call center based overseas or in another country than their own.

If you take the time to consider these factors, you can choose the type of customer support that is right for your business. A reliable provider will help you stay focused on your business goals to focus on the things most important for your business.

What are the expected benefits of outsourcing customer support in India?

There are many benefits of outsourcing customer support to India. The most common uses include cost savings, access to a large pool of skilled workers, and improved quality of service. Outsourcing customer support to India is primarily beneficial in terms of cost savings. Indian firms typically charge much less for their services than firms in developed countries. It can lead to significant savings for companies that outsource customer support to India.

Additionally, Indian firms often have a large pool of skilled workers. It can lead to improved quality of service as more experienced customer service representatives are available to handle customer inquiries. Finally, India has a well-developed infrastructure and telecommunications network. It can improve service quality as calls do not drop, and customers can always reach a live customer service representative.

What are some of the problems with outsourcing customer support in India?

Many problems can occur when a company outsources its customer support to India. One of the biggest problems is the language barrier. Many times, the customer support representatives in India may not be able to speak English fluently, which can result in difficulty understanding the customer’s issue and providing an adequate resolution. Additionally, cultural differences may make it difficult for the Indian representatives to understand the needs of Western customers.

Another problem is that the time difference between India and the West can make it difficult to provide timely customer support. If a customer calls customer support in the middle of the night in their time zone, they may need to stay several hours for someone in India to become available to help them. Finally, suppose a company outsources its customer support to India. In that case, it may be more difficult for customers to hold the company accountable if they are unsatisfied with their service. The company is not physically present in the same country as its customers.


Based on the data, it is clear that outsourcing customer support in India can be beneficial for companies in terms of cost savings. In addition, the quality of customer support services provided by Indian firms has improved in recent years, making them a more attractive choice for businesses. However, it is essential to consider all factors before outsourcing voice & non-voice process services to an Indian firm. It is also necessary to put a strategy in place to deal with the challenges encountered during outsourcing.

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