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SEGMENT ANALYSIS
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Segment Analysis: Call Centres
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India is well placed to exploit the biggest business opportunity since software exports. |
| Voice&Data |
| Friday, July 07, 2000 |
The euphoria about call centre business in India is second
only to dotcoms. There is one vital difference though. While the dotcom craze is
seen by many as a bubble that will burst, call centre business is a thriving
business in countries like the US, Australia, and Ireland. India doesnot have to
invent anything new, but only leverage on its inherent strengths.
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Almost all companies in highly competitive industries
like services, technology,and retails and distributionin are building
in-house call centres or have outsourced these activities
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With globalization, people are looking at places where
the cost of recruiting, training, and managing manpower is comparatively
lower.
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India has become the hot favourite because of low-cost
manpower, language, time zone, and good technology base.
What Is Happening?
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After GE established its call centre (and other remote
service facilities) in India, India’s potential as a base for global call
centre came to the limelight. Since then, a few others like iDLX and
National Insurance have also started their call centres in India.
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After NASSCOM-McKinsey published the potential of Indian
IT-enabled service business potential, there has been beeline to this
segment by entrepreneurs who want to set up outsourced offshore call centre
business in India.
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Most of the action is in the Indian outsourced call
centre industry. Today, there are as many as 25 call centres that are being
established. A few like Air Infotech and Minerva have gone live with their
services.
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India, thanks to Infosys, Wipro, and Silicon Valley
Indian-owned start-ups has been able to build an image of a highly
technically competent nation. This, coupled with large supply of venture
capital and a new found entrepreneurial spirit, has given rise to quite a
few eCall centres, the web chat/e-mail based technical support centres. Some
of the technical support start-ups are planning to provide other services
like marketing support in the future.
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Non-tech entrepreneurs or non-tech big businesses wanting
a pie of the new opportunity are the promoters of most voice call centres.
Voice call centres are perceived to be low technology, human resource
intensive business and hence the craze.
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Most web/e-mail-based interaction centres like Aditi,
Transworks, customerasset.com, Daksh.com, etc. on the other hand, are
promoted by professionals with strong technology industry background.
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A handful of domestic call centres are also coming up.
But dollar revenues are still luring most to the offshore market.
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CentresNext Page : Next>>>
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