Call Center February 2002 News

  • Feb 2002
    • Attrition Call For Contact Centres, BPO Players
      Job-hopping has become an increasingly popular practice amongst starry-eyed contact center agents, in search of ever higher salary packages. Industry estimates say it all. Attrition rates in the voice-enabled telesales and telemarketing activities which are currently around 25 per cent, are expected to rise in the next 18 to 24 months to 35-40 per cent.According to National Association of Software and Services Companies (Nasscom), the attrition rates in telesales and telemarketing companies is 22 to 25 per cent. Attrition rates are lower among the business process outsourcing (BPO) firms at 10 to 12 per cent.
    • ITES on course for 75 percent growth
      It’s official. With its course set for a 75 per cent growth over last year, the IT-enabled services (ITES) segment is on target to clock Rs 7,100 crore in revenues in 2001-02. Last year, ITES companies achieved combined revenues of Rs 4,100 crore.Releasing its findings, the National Association of Software and Services Companies (Nasscom) said the ITES segment would generate job opportunities for over 1.1 million Indians and a revenue potential of Rs 81,000 crore by 2008. The ITES sector currently employs around 107,000 personnel.
    • 24/7 sets sights on BPO
      The Bangalore-based call centre player 24/7 plans to enter into business process outsourcing segment in a big way. Speaking to media persons here, 24/7 CEO PV Kannan, however, refused to divulge the details of the plan. “We are going to be there and plans are already underway”, he said.The company was awarded the COPC-2000 certification from Customer operations performance Centre (COPC) for its inbound e-mail services and conditional certification for outbound voice telemarketing services.
    • Infosys Tech chalks out BPO plans
      In an effort to broadbase and de-risk its business, Infosys Technologies is all set to enter business process outsourcing (BPO) activities and will make a formal announcement to this effect soon.This was indicated by Infosys managing director, president and chief executive officer Nandan Mohan Nilekani while talking to the media on the sidelines of Nasscom 2002 conference in Mumbai. However, he did not elaborate further. “We will make a formal announcement soon,” he said.
    • Remotech launched, to offer online eSupport services
      The promoters of Bangalore-based Help.Com, a brick and mortar company providing support services to hardware problems, have launched a new company Remotech Solutions Pvt Ltd, to offer online eSupport services — remote diagnostic and software fix — for PCs and various mobile computing devices.Remotech CEO Guhesh Ramanathan claimed that this was the first such service launched in the country. Mr Ramanathan said, “eSupport tools are available abroad, but very few options exist for Indian users. The company will focus on development of eSupport specifically tailored to cater to Indian Internet infrastructure, as well as provide online assisted eSupport to subscribing customers”.
    • HR holds out big BPO opportunity
      India is at the threshold of a Business Process Outsourcing (BPO) wave, explains Mr Wolfgang Huhn, a principal at McKinsey & Co, Germany, who is currently in Mumbai to participate in Nasscom 2002.Making a presentation at the seminar, he defined BPO, saying that BPO or Infraservices refer to continuous, integrated services that leverage economies of scale and skill and can be provided internally or by a third party.
    • Hays Document Management to quadruple Indian operations
      Hays Document Management (HDM), Indian arm of the 2.5-billion sterling pound Hays Plc, UK, will quadruple its operations in India, according to Craig Routledge, Sector Director, BPO services, Hays Plc. As the first step of the expansion plans, the global major in the ITES domain has, last week, acquired an additional 1.4 acres of land at Thiruvananthapuram Technopark, where the Indian operations are headquartered. From 750-people backoffice service-provider spread over Thiruvananthapuram and Chennai, the Indian subsidiary envisages to quadruple its business to employ 5,000 people in the next four years, Mr Routledge told reporters after a function, here.

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