Drishti powers rural voice BPO initiative for Rural Shores - - ContactCenterWorld.com Blog
Drishti-Soft Solutions becomes technology partners to Rural Shores, Bangalore. The latter is a Rural BPO firm that aims to promote rural-shoring of BPO operations by setting up business process outsourcing units and business centers across smaller towns and villages in India. Drishti’s multi-award winning customer interaction management suite - Ameyo becomes the preferred technology by Rural Shores for building voice capability into their highly successful BPO operations.
As the whopping 15 billion USD Indian BPO industry steps ahead, it is challenged by tough competition from rivals such as Philippines. With the BPO firms losing some two-thirds of their incremental voice based business to the south-east Asian countries, there is a dire need to create another delivery layer and bring down the costs of operations for a better value proposition.
The current BPO scene has 60% of the 'skill factory' coming from Tier 1 and 2 regions. Taking a closer look at the industry stats, the picture says that the Indian BPO industry is slated to rise to 220-280 Billion USD by 2012 generating around 2 million direct jobs. This creates enough room for the rural regions to tap their share of contribution to the BPO 'skill factory' and creates substantial opportunity for firms like Rural Shores.
Talking about the business model, Murali Vullaganti, CEO & Co-founder, Rural Shores says - "With a commitment to assimilate Rural India into the knowledge economy, we aim to set up about 500 BPO centers over the next seven years, in rural towns & villages in India having a population below 20,000. The idea is to introduce rural youth to BPO opportunities and provide them employment in their own villages. Besides bringing cost effectiveness to the clients, Rural Shores ensures quality of service delivery by leveraging the best available technology."
A socio-economic initiative like rural-shoring seems attractive to the outsourcing companies even as there is a struggle to find the manpower with industry-specific skill set. Combining this with higher management overheads, a doubt pertains for the Rural BPOs to survive. Yet, industry analysis shows that the providers can reduce their total operating costs by nearly 20-30 percent by making a shift to smaller towns & villages. Providing them with a strong technology support are companies like Drishti.
As Vivekanand Sharma, Sr. Delivery Manager, Rural Shores puts it - "We planned on venturing into voice-based BPO operations at our Theerthahalli Center in Shimoga District, Karnataka. Since our business model begins at adding cost-effectiveness, we were looking for a low-cost solution with decent capabilities. But the reliability always remained a question. We wanted a stable platform that could take the hassles out of IT and operations management of our BPO units. As we evaluated Drishti's Ameyo, we knew we have found the right technology. We chose Ameyo for its robust and reliable platform. The solution was highly efficient and easy to learn, operate and maintain. The affordable pricing added to our satisfaction towards Ameyo."
Drishti strengthens its positions as a preferred technology partner for such demanding contact center processes. Having been a part of such initiatives in the past, the company continues its commitment to the cause. Constant advancements in the applications to simplify the operations further and a 24X7 live technical helpdesk service adds to the advantages of choosing Drishti.
About Rural Shores
Rural Shores is a socio-economic venture to bring job opportunities to rural youth & cost effectiveness to the outsourcing companies. The business model has been created to ensure scalability & sustainability of its operations by creating real value, not only for the shareholders, but for all stakeholders and to have a positive contribution to the communities in which it functions. With a vision of setting up of 500 centers in 7 years across the length and breadth of India, Rural Shores is spearheading the rollout and operations of these centers across the nation through the local entrepreneurs.
About Drishti ( www.drishti-soft.com )
Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
Publish Date: July 6, 2010 11:09 AM