Call Center In India - Call Center Industry in India
Monday, December 20, 2004
Call Center India -- Young Yens to get cookies for the Call Center Industry
The young and fast growing Yens of the Hotel Industry are all set to get the best cookies for the Call Center Industry in India…Yes, The Call Center industry is on a spree to hire hotel industry graduates.
All this with just the garnishing of ingredients such as the dough of empathy, stewed in the waters of patience,garnished with quick problem solving and a good accent.
"IHM Aurangabad, Gwalior, Kolkata and Delhi are our favorite hunting grounds for new agents. As it is, they are trained in good customer service and good spoken English, is just the icing on the cake we need." Says a manager with a UK-based BPO in Gurgaon .
The reasons for the quick change are simple and obvious. It’s the green bucks that count for survival. A fresh hotel management graduate get anywhere above Rs 10,000 in a Call Center whereas, in a hotel the scale is between 6K-7K as a starter. And the amount becomes much lower in a small setup
Another important reason, for the increasing trend in the hotel grads and other people joining the Call Center Industry is the fact that the jobs are ‘Transferable’. So, if one has a technical qualification it’s just an icing on the cake. He can work for a technical process as well. Moreover, if one has worked in a back-end process its very helpful.
“Stagnant growth is one of the most common reasons cited for switching to BPOs in interviews,” says Ms. Gunjan Malik, Senior HR Executive at Hughes BPO Services Gurgaon.
As the Indian hotel management graduate is well trained in handling calls, they get a better AHT (Average Handling Time ) as compared to their American and European counterparts. They have better call quality figures.
Plus, the calls get a distinct flavor and aroma when people from hospitality industry handle it. So now you are in US or Europe talking to a customer care agent in a Call Center in India you would be thrilled to receive a sweet reception.
Thursday, December 09, 2004
Call Center India – EXL files for US -IPO
There was a flutter among the Call Center India Industry when, Delhi-based Call Center EXL has filed for an initial public offer for listing on the NASDAQ.
Reportedly, the financial services firm has already filed with the Securities and Exchange Commission. Citigroup Global Markets and Goldman Sachs will act as joint lead book-running managers for the offering and the co-managers for the offering will be Merrill Lynch and Thomas Weisel Partners.
Refusing to give details of the timing and size of the issue, EXL vice-chairman Vikram Talwar confirms, “this is the first time an Indian BPO company is listing on Nasdaq.’’ “The timing and completion of the offering are subject to market conditions and other contingencies and the offering is subject to final approval by the board of directors of EXL,’’ he adds. Though the Call Center refuses to give a timeframe, it is likely to take close to three months.
Earlier, Call Center Daksh had also announced intentions of filing an IPO but the plans changed later as IBM acquired Daksh.
However, there are still some formalities that need to be completed, these securities may not be sold nor may be accepted prior to the time the registration statement becomes effective. Call Center EXL will make an offer only after its Registration Statement on Form S-1 with the Securities and Exchange Commission for an initial public offering of common stock becomes effective.
Equipped with a capacity of 7,500 workstations on a three-shift basis, EXL was set up in 1999 by a high-profile team including Vikram Talwar, former CEO and Managing Director of Ernst & Young Consulting India, Rohit Kapoor, former Business Head Private Banking at Deutsche Bank and Gary Wendt, the former head of GE Capital Corporation.
Vikram Talwar continues to be the Vice Chairman and CEO of the Call Center and Rohit Kapoor, the President and CFO.