Tag Archives: Outsourcing Companies in India

Outsourcing in India

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India Outsourcing
Do you want to outsource to India? Here are some things you should consider.

1. Communication skills in India are not the same as in Western Countries.
The bosses and managers of companies are often very well spoken while their staff normally cannot function well in a conversation. It is common for there to be communication gaps when there are technical issues with the work as well. So, make sure you can communicate before you select a team.

2. People tend to quit a lot.
If you take a lot of time to select a team member in India, be aware that it is likely they will quit within months leaving your project in the hands of someone new at the company who you did not interview, and who may or may not have a clue what is going on.

3. Sloppy workmanship.
There are good programmers and good outsourcing workers in India. But, there are more sloppy people than good people. So, if you hire a company, you need to figure out the company’s batting average. India outsourcing success depends on finding companies that consisently give you good workers rather than ones that cause delays and headaches because 70% of their staff is incompetent. Test workers before you hire a company, and test more than the worker you plan on working with because they will need to be replaced within anywhere from one month to two years unless you are really lucky.

4. Hour padding.
If you are outsourcing to India, hour padding is a way of life. People do this in other countries too. You might get charged for familiarization with the code if you hire a new programmer. That ten hours you are charged for is probably for two hours of casual work. Everything you want will be marked up, so those low hourly rates can be a lot more expensive than you think. Medical Transcription on the other hand is more standardized as people charge by the line or by the word.

5. India Call Centers
India outsourcing for call center work is another issue. You need to make sure you get people who are socially graceful, communicate in an audible way, and can sell. For customer service, I recommend the Philippines. But, outsourcing to India will get you more business minded people who are aggressive about selling. Just make sure your new hires have the ability to be empathetic and sell otherwise you might be paying for a nightmare.

6. Where do you find good outsourcing companies in India?
If you want to find good outsourcing companies in India, 123outsource.net offers a highly filtered list where the bad companies have been weeded out or moved to the bottom of the list. Unfortunately, there is no such thing as perfection if you hire overseas, but the price is right and 123outsource.net is the most highly maintained directory of its kind out there.

The Indian companies who answer professionally are even worse?

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In my September 2013 cleanup of 123outsource.net, I removed about 800 companies from our outsourcing directory. The companies that were removed were taken off because they either didn’t answer their phone, or refused to communicate in an audible or helpful way. If you are in business, you need to invest in a clear phone line otherwise you will be saying, “What, what, what?”, and your prospective clients will be saying, “I’m hiring someone else!”

In my frustration, I found that less than 1% of small outsourcing companies in India answered the phone professionally. They did not state their company name or personal name when answering the phone. They only said, “Hello?” I understand that there are very few good role models for business behavior in India, but you can learn from England, the US, or Singapore if you need role models.

I decided to call larger companies in India so that I could see how professional outsourcing companies handled their clients. These larger outsourcing companies in India answered the phone stating their company name, either in person, or with a recording. The problem is that is the only thing they did right. Yes, I am generalizing. I communicated with about twenty larger companies, and not one of them could answer even simple questions.

Company: Rajeev Outsourcing Company, may I help you:?
Me: Hi this is Jeremy from 123outsource.net, I wanted to know if you are still in Thane
Company: Let me transfer you
Me; I think that you are intelligent enough to know what city you are located in.
company: Please hold

Then I was put on hold and the phone disconnected in many cases.
In other cases I was connected to someone else who once again transferred me to a third, fourth or fifth person. I had to spend about five minutes being transferred just to reach a single person who could interact like a human being.

My suggestion to larger outsourcing companies in India is to hire people who have half a brain. That would be a huge improvement over what you have now. Teach them how to answer questions like: What is your name? What city are you in? What does your company specialize in? The smaller companies generally had highly intelligent owners or partners who could speak the queens English, answer all questions intelligently and make small talk. The large companies couldn’t even function.

Indians have a narrow-minded view of business that bigger is better. This is not true. Better is better, bigger is generally indicative of a thick skull.

(1) The few Indian companies that answer the phone stating their company names are actually the worst!
(2) Larger companies in India need to systematically put u on hold to answer complicated questions such as: what city r u in?
(3) Over 99% of small outsourcing companies in India answer phone, “hello”. Making them sound like a wrong number!
(4) There r better ways of spending time than being transferred 2someone who transfers u 2someone who transfers u again.
(5) Small co’s had more intelligent spokespeople. Big ones barely functioned. Like cars, “smaller” got better mileage.

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Are you tired of outsourcing to India?