Drishti offers custom contact center solutions for Tier II and III regions - - ContactCenterWorld.com Blog
The Indian BPO industry is slated to rise to a whopping 220-280 Billion USD by the year 2012. This would generate approximately 2 million direct jobs. This vast opportunity can be capitalized only if the Indian contact center industry penetrates deeper and reaches Tier II and Tier III segment. Moreover, there is a greater need of development in these regions. Penetration of technology would help develop the ecosystem required for the BPO industry to flourish. Drishti introduces special product packaging for the remote location call centers.
Tier II and III regions have a huge drawback in terms of proximity from the technologically developed cities. This creates a natural lag in the industry specific skill-set of the available manpower. For a contact center, overcoming the language and accent barrier, getting trained supervisors and IT personnel and local support from the solution provider become key challenges. Drishti's contact center solutions aim to answer these problems. With cost-effective quality communication technology to offer, Drishti is powering a drive to help uplift the overall social infrastructure of these remote areas.
Recently Drishti became the technology partner to Kladeo Technologies - a leading ITES company in Kerala running an international call center. Drishti's multi-award winning contact center suite (CCS) - Ameyo provided them hassle-free IT and operations management. The agent workbench of Ameyo provides custom scripts and real-time information to the agents thereby assisting them in customer interactions. The GUI-based interfaces of Ameyo are easy to learn, operate and maintain at all levels since it requires no programming knowledge. Problem of skill-availability is thus solved by the ease-of-use inculcated in the solution.
Drishti's focused approach towards the technology solutions for Tier II and III cities reflects in a deliberate manning and operating of more regional support hubs. To back them is their award-winning 24X7 Tech Support. This frees the contact centers from the IT hassles since they have experts available round the clock. For further support of the quality of operations, Ameyo provides strong supervision and quality analysis tools. Self-scoring tools are also available to the agents. A combined analysis of quality feedback and agent scoring helps the call center manager in diagnosing and re-training their manpower to ensure utmost service quality.
Such technology support from the solution provider can thereby play a crucial role in bringing more BPO business to remote areas. The employment opportunities created directly and indirectly by this industry can have an immense impact on the economic uplift of these regions.
About Kladeo Technologies
Established in 2007, Kladeo Technologies Pvt Ltd is a multi faceted company with a portfolio of BPO (Business Process Outsourcing), Software development, Corporate Training, Web Portal Management and Human Resource Development. Our mission is to be a leader in these domains. Kladeo Technologies is guided by eminent personalities and cutting edge technology to meet any challenge in the industry. It is an organization which works towards success by building partnerships.
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: April 20, 2010 2:06 PM