Curbing attrition the TeleTech way

NEW DELHI: As healthy growth matrix is often the deciding factor for the success of a BPO operation, TeleTech Services (India) Pvt Ltd is looking forward to expand its presence in the NCR region. TeleTech is a JV between Colorado based TeleTech Holdings, Inc. and Bharti TeleTech Ltd, a subsidiary of Bharti Enterprises. The company is strategically expanding into medium sized facilities in order to keep its employees closer to their homes and curb attrition as a bonus.

At present, the company is operating from its two facilities — a 250-seat facility in Delhi and a newly constructed 700 seat building in Gurgaon. The company is now exploring the idea of a third facility within the NCR region itself and is likely to go in for a 100,000 sq ft facility.



This is a part of the company's plan to have different facilities in this region aimed at curbing high attrition rates experienced by BPO units.

"We don't believe in having one big single facility in a particular region. It always helps to have small facilities in different parts of big regions like Delhi. In fact, this helps in keeping a tab on attrition for a company," explained TeleTech Services president and CEO, Sanjay Kapoor.

The company is in the process of identifying the location for this third facility and it believes that it will be operational by the end of year 2004. TeleTech's expansion plans are fuelled by its already announced $20 million investment roadmap spread over 12 to 15 months.

TeleTech India offers the entire spectrum of customer management solutions and BPO services ranging from voice and non-voice customer support, back office administration to its global customers from its facilities in India. The company's focus is on providing these services to Fortune 500 clients.



"At present we are servicing two US based customers, one in retail and another in the telecom arena - from our Gurgaon facility. We are close to getting another customer very soon," Kapoor added.

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