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News : Aegis May Shut More Centres across Country

#contactcenterworld

Bengalaru, India, Aug 20, 2019 -- Business process outsourcing company Aegis may shut down more centres across the country as it aims to scale back domestic business, even as the government stepped in to save its Srinagar unit from closure, a source with direct knowledge of the matter told ET. Last week, the government offered to pay three months’ salary for 70 employees and become an anchor client at its Srinagar centre after the company said it would be shut down.

The planned closure of its centre in Kashmir is, however, part of a larger move to cut costs and boost profitability, the source said.

"The Srinagar centre is only one of them. The company is looking at cutting more loss-making centres in tier 3 and tier 4 cities. Those centres are not very profitable and that is becoming important," the source said. ET could not independently ascertain which centres were being earmarked for closure.


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Aegis merged with US company Startek last year and the combined company has struggled with growth and profitability. For the three months ended June 30, it reported a loss of $3.5 million on revenue of $161 million.

Revenue from India dropped to $27 million in the quarter from $33.3 million a year earlier.

The company has already undergone a restructuring to eliminate redundant roles and has terminated leases in the United States and the Philippines.

"Tier 3 and tier 4 cities are barely profitable. Only domestic clients are serviced from these locations because of local languages and it is really hard to convince anyone in the domestic market pay you more," an industry source with knowledge of the matter said. Aegis is one of the largest providers of domestic call centre services in the country, with over 20,000 employees.

"Consolidation, business transformation and efficiency are a key part of our global company and we continue to focus our programmes and efforts on improving the customer experience for our partners worldwide," a company spokesperson said in an email response. "We would continue to serve some of the leading BFSI clients from our presence in J&K and therefore would remain committed to work along with the local authorities for J&K’s inclusive growth and its highly skilled workforce."

Domestic BPO companies have struggled with profitability over the past few years, as telecom clients — the lifeblood of the business — face their own revenue challenges and have asked for cost cuts, ET reported earlier.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://economictimes.indiatimes.com


About STARTEK:
Company LogoStarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order management and provisioning, customer care, technical support, receivables management, and more. We offer clients a variety of multi-channel customer interaction capabilities including voice, chat, email, IVR and back-office support. Headquartered in Denver, Colorado, StarTek has delivery centers onshore, near shore, offshore and virtually through its StarTek@Home workforce.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Thursday, August 22, 2019

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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