Not everyone is given the necessary set of talents and skills to engage in customer service, but for those who have them, it is important for them to maintain and improve their skill set to continuously provide good customer service. The market is changing and so are customer’s expectations. To ensure that call center outsourcing solutions providers keep up with the changes and rising customer expectations, companies push their contact center professionals to engage in trainings, seminars and conferences.

Expectations were high for the end of quarter results of India’s number two outsourcer, Infosys (NASDAQ:INFY). As the first of its peers to release quarterly results, the outsourcing company is responsible for setting the tone for India’s outsourcing sector. It was therefore a big disappointment when Infosys announced a 2.6% drop in profit for the period of April to June 2010.

The big three of Indian outsourcing companies have a lot to evaluate, as their lower ranking rival Cognizant (NASDAQ:CTSH), is slowly starting to emerge ahead of the pack following the company’s first quarter results. This comes with the continued albeit slow rebound of the outsourcing market this year.

Last June, I wrote an article about UBS (NYSE: UBS) exploring a sale of its BPO and KPO units. In the second week of October, Cognizant Technology Solutions Corp. (NASDAQ: CTSH) bought UBS’ India-based captive service provider for $75 million.

With the United States market still in slump, businesses project difficulties in profit increase in the next 7 years. Job cuts continue in the US and the rate of job creation of 25 per year is not sufficient to offset job losses in the next 5 years. On the other side of the world, Indian outsourcing firms show an opposite trend. Global IT service providers such as Infosys which provides technical consulting, design and development of business solutions have been aggressively increasing their workforce. Last week, the company reported that in the second quarter it has hired 6,069 people offsetting the 4,521 employees it laid off in the same quarter. Tata Consultancy Service is also bullishly hiring with plans of hiring 25,000 people worldwide for this year 2009 and 90% coming from India. Also part of the bandwagon is Wipro Technologies. In October 15 Wipro CEO Azim Premji said that the company is planning to hire about 500 local employees for a new service centre by Jun 2010. Manpower India Director Cherian Kuruvila also highlighted this hiring trend by Indian outsourcing firms saying, “Companies are expected to build a talent pool for upcoming projects as green shoots are visible”.