India is recognised for its IT skills but it also has a massive excess supply of English speaking graduates (see below).

The reliability, security and costs of the internet and communications make this activity highly attractive.


Better service: Indian agents are graduates, whereas in the USA they are school leavers. Attrition rates are also much lower. In India turnaround times are faster and conversion rates are better.

Lower costs: Per agent costs, which make up 70% of the costs of a typical contact centre in the USA/UK are $40,000 p.a. while in India they are $5,000.

Typical cost savings could be of the order of 50% of fully loaded UK or US costs:



Continuously improving agent accent, coupled with agent knowledge and friendliness are the desirable attributes that significantly improves the quality of service.