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The origins of the call center industry in India can be traced back to the early 1980s when American Express first outsourced its business processing needs in the bustling city of Mumbai. Before this point, no one in India had even heard about call centers, and little did everyone know that this small development would give rise to some of the top call center companies in India we see today.
What was a slow start back then gained momentum in the early 90s, with big-name companies like Dell, General Electric, and IBM ready to call India their home for the years to come. This small step has given rise to the 92.93 billion USD global call center market we see today, where thousands of players are competing to become the top call center companies in India.
The success of India as a global leader and a hub for top call center companies can be attributed to several factors:
India’s affordable infrastructure
A highly skilled workforce
Round-the-clock services that cater to customers across the globe
An educated youth population that is proficient in English
Policies that make setting up a call center highly feasible for international brands
Despite these accomplishments, the call center industry has been stagnant in terms of technological developments and innovation for the past thirty years. Customers have changed, but not the approach to dealing with them. A country that is undergoing rapid digital transformation demands a revision of one of its core service industries as well.
Many companies still use the strategies and methods they employed in the early 2000s. This gap in the market demands an industry player who can change the game for the better and emerge as the top call center in India. Let’s explore how some of the top names in the industry are challenging past traditions and innovating their way through the competitive industry.
Owing to the competitive nature of the field, the need of the hour is for companies to reform their call center processes and bring something new to the table. This also means overhauling the telesales agent experience and providing them with skill development and learning opportunities to elevate their career journey.
To rank among the top call center companies in India, traditional set-ups need to transform into ‘tech-first modern contact centers’ that can quickly grapple with the changing consumer landscape and customer service expectations. Companies need to realize that call centers are more than just a link between them and their customers; these are spaces where long-term client relationships are nurtured and cultivated. Realizing the impact that these telesales operations have on a growing business is extremely important to gauge where and how you can make changes to further excel as a company.
Let’s explore our specially curated list of top call center companies in India that are creating a buzz in the town:
SquadStack is a premier call center outsourcing company in India known for integrating technology and AI to provide modern call center services. What sets them apart from
the crowd is their ability to innovate constantly and their dedication to training and upskilling their telesales agents routinely.
With over 10,000 industry-trained telecalling agents, SquadStack ensures a 90% or higher connectivity rate, making it an ideal partner for businesses seeking efficient and effective call center solutions. And here’s the best part: they have a suite of proprietary in-house tech, so there's no hassle of integrating third-party solutions for your call center services needs.
One of SquadStack’s standout features is its robust AI-led quality monitoring system. Combining AI and human expertise, this system maintains a smart sampling rate of 12% surpassing industry standards (1-2%) and ensuring high-quality customer interactions. This focus on quality is complemented by their system-driven omnichannel outreach, which uses a variety of channels—including phone, email, SMS, WhatsApp, and IVR—to engage customers through their preferred mediums. This approach optimizes lead management and telesales processes, driving business growth and customer satisfaction.
Their transparent productivity and outcome-based pricing model provide clients with complete visibility into performance metrics, enabling informed decision-making. Clients are only charged for connected calls, eliminating fixed costs and ensuring cost efficiency. This model is particularly beneficial for tech startups in India, which often need more resources to set up and manage in-house call centers, hence making SquadStack one of the top call center companies in India.
Genpact serves finance, accounting, procurement, supply chain management, and digital transformation businesses, among many others. With a staff of over 70,000 people and an international presence in 25 nations, Genpact is an obvious choice for many business owners. Their strength lies in their multiple analytical tools, which can be easily plugged into any of their solutions, providing a more well-rounded solution for their customers. They also use ML to predict customer affinity and optimize touchpoints across various channels within their banking BPO solutions.
Tata Consultancy Services (TCS) BPO offers a wide range of call center and IT solutions. TCS, which employs over 350,000 people globally, uses the vast knowledge of the Tata Group along with its domain expertise to service a wide range of clients across multiple verticals. Their extensive experience spanning client lifecycle management makes them a dependable partner for businesses seeking comprehensive call center solutions in India
Infosys BPO, a subsidiary of Infosys Ltd, brings with it 20+ years of experience in the field. Known for its innovation and technology-driven solutions, Infosys BPO excels in providing customer service, finance and accounting, and human resource outsourcing. Their clients’ digital journey revolves around 5 facets: Insights, Innovate, Accelerate, Assure, and Experience. Infosys uses a Process Progression Model (PPM) that helps holistically fast-track their clients’ business operations journey.
Tech Mahindra provides comprehensive customer management services as part of its vast IT and business process outsourcing portfolio. Focusing on delivering enhanced customer experiences, they use the AAC model (analytics, automation, and consulting) to optimize contact center operations and drive customer satisfaction. They have served industries such as healthcare, manufacturing, retail, CPG, insurance, media, and many more.
Aegis Ltd, part of the Essar Group, is a prominent outsourcing and technology services company. It specializes in customer lifecycle management and provides various services, including customer care, sales, and retention. Its extensive experience and commitment to quality service make it a reliable choice for call center outsourcing. Their diverse client base speaks for itself, as they are well-positioned to meet the needs of businesses across varied industries.
Firstsource Solutions is a leading provider of call center management services that offers customer management, healthcare, and banking solutions. They focus on delivering exceptional customer experiences and utilize innovative technologies and processes to meet the evolving needs of their clients. They employ analytics and automation to help optimize processes and to improve service delivery and operational efficiency.
WNS Global Services is a global business process management company that provides comprehensive outsourcing solutions, including customer service, finance and accounting, and analytics. WNS leverages advanced technologies and a deep industry understanding to deliver high-quality and efficient call center services. They offer tailor-made solutions that are unique to each client, delivering impactful and sustainable growth.
Wipro BPO, a division of Wipro Ltd, offers a wide range of business process outsourcing services. Known for its expertise in IT and consulting, Wipro BPO provides customer service, technical support, and back-office solutions. Their focus on innovation and technology integration ensures superior services. They invest in employee training and development, ensuring that their agents are equipped with the skills and knowledge needed to deliver exceptional customer service.
Intelenet Global Services Ltd, now part of Teleperformance, is a leading global provider of BPO services. They offer a variety of services to choose from, including customer service, technical support, and sales. Intelenet’s commitment to operational excellence and customer-centric approach make it a strong player amongst the top call center companies in India. They have extensive experience and global reach, which make them a reliable partner for modern businesses.
There’s no sustenance without innovation, and that applies to the call center industry as well. An industry that hasn’t seen much change since the early 90s is in desperate need of overhauling and disruption. We present a few key areas where the telesales industry can integrate future tech advancements to achieve superior customer experiences for all.
The global AI market is valued at over 196 billion USD, which presents a great opportunity for the call center industry to tap into its potential. Delegating routine queries to AI and leaving empathy-based problem-solving skills to human agents strikes the right balance between integrating AI with call center services in the future. SquadStack is already making some strides in this department with our AI-powered call quality analytics to drive better sales and customer experience for your business. Read more about our innovative tech here.
Customers love options! The more, the merrier, which also holds true for customer service experience. People today value a diverse omnichannel outreach setup where they can engage with companies over multiple channels, including SMS, email, IVR, WhatsApp, call, etc., according to their personal preferences. Going a step further, you want to ensure that all these channels are in sync with each other and that your telesales agents are well-versed in the customer journey across all platforms.
Predictive analytics tools anticipate and analyze user data patterns and behavior to intelligently address their needs and requirements, upgrading the customer experience. By identifying early signs of customer dissatisfaction, predictive analytics enables call centers to take preventive measures, such as personalized offers or targeted interventions, to retain customers. They can also be used to assess agent performance and provide targeted training. By identifying areas where agents may need improvement, call centers can offer tailored coaching, feedback sessions, and industry refresher courses, leading to better overall performance. It’s a must-have tool for any top call center company in India.
With more businesses switching to remote work, the call center services industry is also experiencing a shift. Remote call centers offer the convenience of being highly flexible and scalable with minimal to no setup expenditure. They pose a great opportunity for businesses that need to outsource their call center operations but don’t want to spend a hefty sum on setup, training, and infrastructure costs.
As a modern contact center, SquadStack is dedicated to revamping the call center industry through innovative solutions. Founded with a mission to empower businesses with efficient and scalable call center services solutions, SquadStack combines human intelligence with modern technology to deliver exceptional results.
Industry-Trained Agents: SquadStack boasts a network of over 10,000 telecalling agents, working both remotely and from our call center offices. Each telecaller undergoes rigorous screening and assessments before joining the team. Continuous training and regular mock calls keep them updated with the latest industry knowledge, ensuring they provide top-notch customer support across various sectors.
Transparent Productivity & Outcome-Based Pricing: At SquadStack, we prioritize transparency. Our clients receive complete visibility into performance metrics, enabling them to make informed decisions. Importantly, we operate on an outcome-based pricing model, charging only for connected calls and eliminating fixed costs.
Data Security & Compliance: As an ISO/IEC 27001:2013 certified company, SquadStack implements robust data protection and privacy measures. Our strict adherence to regulations and commitment to security fosters trust and reliability among our clients.
AI-Led Quality Monitoring: Our AI and human-powered quality assurance process sets us apart. We exceed industry standards with a smart sampling rate of 12% (and an additional 3% done manually). This rigorous monitoring ensures high-quality performance.
Lead Matching: SquadStack’s lead matching engine directs incoming calls to the most suitable agent, optimizing first-call resolution rates and enhancing the customer experience.
CRM Integration: We offer seamless integration with your existing tech stack, including popular CRMs like Salesforce, Pipedrive, and Freshsales. These integrations equip agents with comprehensive customer data, enabling personalized and efficient service.
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