Hopestone Advisory

  Introduction A decade ago, customer service was often a dreaded experience—long hold times, scripted responses, and little personalization. Fast forward to today, and things look very different, especially if you’re dealing with a call center in India . India has transformed from being a low-cost outsourcing hub to a global leader in contact center services , driven by technology, skilled talent, and innovation. In this article, we’ll walk through the fascinating journey of Indian call centers—from their early outbound sales days to the present era of AI chat support—and explore why global businesses still prefer to outsource call center services to India. The Early Days of Call Centers in India The roots of the Indian call center industry go back to the 1990s, when liberalization opened India’s economy to global markets. During this time, multinational companies realized that Indian talent could provide affordable and efficient customer service over the phone. Back then, the ro...