* Corporate Members Deadline Feb 28th,2023.
#contactcenterworld
New Delhi, India, June, 2021 -- Amid growing competition from countries such as the Philippines, Mexico, Malaysia and Canada, the government has decided to unshackle the multi-billion-dollar Indian BPO industry, removing the need for a plethora of regulatory approvals and compliances.
The move will also simplify the process of infrastructure and work sharing between different entities to build scale and speed.
The move, which primarily impacts voice-based BPOs, allows companies providing outsourcing services of various hues to share work between each other, take domestic and international assignments on the same infrastructure, apart from providing ease of work for the employees who may have relocated to remote areas after the pandemic.
The revised guidelines for the 'other service providers' (OSPs) mark a series of initiatives that the government has undertaken to liberalise the working of the Indian IT sector and allow them the option of remote working, or the 'work-from-anywhere' phenomenon.
New norms may boost $39bn sector
The IT-BPM (business process management) industry in India is estimated to have generated revenues to the tune of $38.5 billion in FY21, and the government expects the liberalised norms will give a further impetus to the industry while being more agile to competition.
"In order to encourage our BPO industry, OSP guidelines that were liberalised in November 2020 have been simplified even further, offering greater ease of business and regulatory clarity. This will further reduce compliance burden and help our tech industry," PM Narendra Modi said in a tweet.
OSPs are entities providing application services, IT-enabled services, call centre services or any kind of outsourcing services using telecom resources. The liberalised norms take away the restrictions on data interconnectivity between BPO centres, opening up prospects of easily building scale.
The norms have also been substantially eased for remote call centre agents who can work from any location to connect with customers using any technology, including broadband over wirelines, or wireless.
Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com
About ContactCenterWorld:
# ContactCenterWorld
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
www.contactcenterworld.com
Published: Monday, June 28, 2021
| 5.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
| 10.) |  Voxjar Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall