Thursday, June 26, 2008

Indian call centres: One size doesn’t fit all!

Chennai: Small size matters, especially in call centres. With mid-sized companies increasingly outsourcing part of their work to India, they are not necessarily looking at 1,000 associates working for them. A 50-100 seat centre not only is easy to manage but also more receptive to smallest of processes. “Size always creates an element of macro management and that we believe is not desired by small and medium companies outsourcing from the UK. We have witnessed over the last few years that the smaller the centre is, greater is the attention and devotion given to small processes and it is this, that we seek in our efforts to secure 50 more call centres to partner with us,” says Mr Paul Kopec, Chairman of Scotland-based VoiceStream Group.

Paul’s company recently acquired 75 per cent stake in Chennai-based Helios Outsourcing, bringing an end to its search for a single partner to outsource and manage their voice-based outbound tele-marketing requirements in and around India. So, is this where the growth is, asked Business Line, during a recent interaction with the new owners of Helios. “Yes. The growth is in the associate call centres of 50-200 seat size, across the country, from Kashmir to Tirunelveli,” Mr. Kopec shot back. VoiceStream will be investing close to $3 million during 2008-2010 and over a period, expects a revenue stream of about $85 million from the 100 call centres that they will be associated with in India.

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