Call Centers
Outbound for dummies - The technology nitty-gritty
Saturday, February 14th, 2009Most of us (in the Contact Center industry that is) are aware of what the dialer technology is about. Dialer simply does the dirty work for us - eliminate the busy numbers, answering machines, FAX tones and connect us to the live callers only. But it is easy to get lost in that technology jargon [...]
Drishti wins the NASSCOM INNOVATIONS AWARD 2008
Wednesday, February 4th, 2009Since the moment the clock struck 12 and we ushered in the year 2009, I have been wondering “what did we accomplish as a team in the year ‘08”. This question was surely making me nuts. Of course, we did manage to create some ripples in the vast waters of the IT industry by winning [...]
The Indian BPO Industry: an overview
Friday, December 19th, 2008Contrary to the popular notion that the BPO Industry (popularly referred to as the Call Centre Industry) is reeling under the effects of high attrition rate, economic slowdown, and a number of other economic jargon (which often I fail to decipher), statistics shows that the Indian BPO Industry is all set to boom incredibly in [...]
Are you being SaaS-y about technology?
Thursday, June 12th, 2008So there is a lot of talk about hosted (SaaS) model. Of course everyone wants to jump on the Hosted bandwagon, but it may be a good idea to do one’s homework and find out whether it is well-suited to one’s business. Also, different strokes for different folks – some parts of your organizations may [...]
Whitepaper: Increasing profitability in the domestic call center
Thursday, May 22nd, 2008The Indian domestic call center industry is on an all time high. The boom has seen the entry of many small to mid size players entering this industry. But it is a continuous struggle for these smaller players as they are competing with the well established cash rich biggies of the industry. They have to [...]
Let’s go get them American SMEs baby!
Monday, April 14th, 2008SMEs (Small and Medium Enterprises and NOT Subject Matter Experts) really seem to be the flavor of the season (or rather the year). Last night I just turned on the TV and NDTV was talking about it. And so is everyone else whose fancy it has caught.
I read an article in ToI today that I [...]
BPO think local…
Friday, February 1st, 2008According to a recent article in the Times of India “BPOs talk local for expansion”, Indian BPOs are looking inwards for expansion. Perhaps it is the ailing US economy, or the falling dollar rate, but their interest is primarily fueled by a robust 9% growth, and an unforeseen boom in the traditional sectors – telecom, [...]
HeadStart: Bangalore, India (18-20 Jan, 2008)
Wednesday, January 30th, 2008In this intensely competitive world of simultaneous rat-races, getting a bit of headstart is always a boon. With this philosophy, few guys got together to organize one of the two platforms (the other being proto, which was held the same day) for innovators to get together, and show the industry stalwarts and a very impressed [...]