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  • SWOT Analysis

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    R K Patham
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    This document outlines a SWOT analysis for India's call center industry. It identifies strengths such as a large talent pool of educated graduates, affordable education, English language skills, a developed IT industry, and interest from venture capitalists. Weaknesses include limited foreign language skills besides English, a lack of customer service culture, poor infrastructure, and high attrition rates. Opportunities exist in expanding existing customer bases and leveraging time zone differences. Threats consist of high wage inflation, political instability, and increasing competition from other lower-cost regions.

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    swot analysis domestic bpo

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    This document outlines a SWOT analysis for India's call center industry. It identifies strengths such as a large talent pool of educated graduates, affordable education, English language skills, a developed IT industry, and interest from venture capitalists. Weaknesses include limited foreign language skills besides English, a lack of customer service culture, poor infrastructure, and high attrition rates. Opportunities exist in expanding existing customer bases and leveraging time zone differences. Threats consist of high wage inflation, political instability, and increasing competition from other lower-cost regions.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    467 views1 page

    SWOT Analysis

    Uploaded by

    R K Patham
    This document outlines a SWOT analysis for India's call center industry. It identifies strengths such as a large talent pool of educated graduates, affordable education, English language skills, a developed IT industry, and interest from venture capitalists. Weaknesses include limited foreign language skills besides English, a lack of customer service culture, poor infrastructure, and high attrition rates. Opportunities exist in expanding existing customer bases and leveraging time zone differences. Threats consist of high wage inflation, political instability, and increasing competition from other lower-cost regions.

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    © All Rights Reserved
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    SWOT Analysis

    STRENGTHS
    Large no. of talented graduates
    Affordable and quality education as
    compared to developed countries
    Englis language benefit
    !ell"developed #T industry
    Strong customer base of $ell %no$n
    companies
    &o$erful venture capital interest in
    investing in gro$t opportunity
    !EA'NESS
    Scarce foreign language s%ills oter
    tan Englis.
    Lac% of customer service culture
    E(pensive and poor quality telecom
    infrastructure
    &oor electricity supply
    )ultural differences
    Hig attrition rates* terefore less no.
    of people $it e(tensive call centre
    e(perience
    +&&+RT,N#T#ES
    Hori-ontal and vertical e(pansion of
    e(isting customer base into ne$
    mar%ets
    Time -one difference bet$een #ndia
    and target mar%ets
    #ncreasing a$areness of outsourcing
    services

    THREATS
    Hig .illing rates
    &olitical instability
    #ndia/s competitors in Eastern
    Europe* Latin America and te Asia
    &acific regions offering ceap .&+
    services
    #ncreasing tecnology automation.

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