The importance of infrastructure facilities in a BPO cannot be underestimated. It is possibly one of the most important considerations for an investor about to set up a call center. It would be a mistake to think that he can raise money and get all the infrastructure support he needs. But it is not like that. The business process outsourcing industry is a sector that needs the backing of local authorities if they are to function as a proper unit. There are some facilities that cannot be made available if the rulers of the land do not actively support your project. In the article we will take a closer look at all those factors that money cannot buy and even if it could, the investment would not be feasible for the BPO service provider. These are the reasons why some hubs work and others don’t.

First on this list is telecom support. Obviously, telemarketing services are not possible without the correct telecommunication infrastructure. Call centers need proper phone lines that offer distortion-free communication. They need stable, high-speed internet because calls are often routed over the internet. In case the BPO has an internet connection that fails and loses the calls made through it, the company will suffer heavy losses. The loss would not be limited to the context of money. Poor responsive service can cause customers to abandon the brand you are marketing. That would mean fewer customers for his clients, the exact opposite of what he had set out to do!

You need help from the government to set up proper internet settings. South African cities had to pay large sums of money for internet and even then, the connection was anything but stable. With the advent of the BPO industry, the problem persisted and became a major problem. The expensive Internet would not allow call centers to reduce their prices and bring them to the standard global level. They were unable to attract more customers due to their high prices. Eventually the government took this and installed a fiber optic network around the city of Cape Town. The new network greatly helped call center services, lowered prices, and made the city more investor-friendly.

Transportation infrastructure is also an important support. Call center agents often work night shifts or are fired from their workplaces at supernatural hours. In both cases, they have to reach their destination. While transportation from BPO units is an option, public transportation can never be beat. The government can do well to build the roads and transportation facilities that can operate the BPO service overnight. Investors look at such features in a city before jumping in to invest money. Traffic jams and other inconveniences on the roads reduce the productive time of agents. The security problem in the dark of night is another factor. Once all of this clicks into place, you’ll have the right call center.