Financial Daily from THE HINDU group of publications
Friday, Apr 18, 2003
Financial Daily from THE HINDU group of publications Friday, Apr 18, 2003 |
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Info-Tech
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Outsourcing Convergys plans to expand India ops Our Bureau
BANGALORE, April 17 CONVERGYS, the $2.3-billion outsourced contact centre service provider, plans to expand its India operations by hiring 20,000 people by the end of 2004 and is also looking to acquire 400-500 seat contact centre companies to enable such growth. The company has also announced setting up a 1,600-seat facility here and expects to set up two more facilities in India by the end of fourth quarter taking the seat capacity to 4,000. Mr John Freker, President, Convergys Customer Management group, said; "We are bullish about India and our plans for this year and the next include acquiring smaller contact centre companies that can complement our services. We are strong on voice, so our potential acquisition has to be strong in e-mail/Web chat services as well as have a robust client-base.'' Convergys is talking to a couple of players with a good client base and facilities. The Bangalore facility, Convergys second in India after its 3,000-people Gurgaon centre, is to provide general support and advanced technical help desk services via voice calling, e-mail, Web chat to its clients as well as back-office applications and document processing, according to Mr Jaswinder S. Ghumman, Vice-President and Country Manager. The company, which offers integrated billing, employee care and customer care services and is the largest outsourced contact centre services provider, expected a third of its overall business to be placed offshore, Mr Freker said. "Our customers are well aware that the contact centre and the technical help desk staff are from Bangalore and are, in fact, leading this drive to set up the facilities in India.'' Convergys has 48 contact centres across the world — in the US, Canada, Europe and Asia. "We serve top companies in telecommunications, Internet, cable and broadband services, technology, financial services and other industries'', Mr Freker said, adding that many of these sectors would be serviced by its Indian operations.
AP subsidy for Hitec IT Park
CONVERGYS is set to establish a Rs 50-crore IT park in Hitec City located in Madhapur near here. The Andhra Pradesh State Cabinet has approved an investment subsidy of Rs 1.35 crore to Convergys. This follows the recommendations made by the Cabinet Sub-committee, according to Mr S. Chandra Mohan Reddy, State Minister for Information. The company plans to set up a mega facility that will have a capacity to host about 1,500 employees and handle various businesses including software services, call centre as also have a dedicated data centre.
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