ITC ClientLogic plans second facility

HYDERABAD: ITC - ClientLogic (CLI3L e-Services Ltd) has decided to set up another facility with a seating capacity of 1,500 by the end of 2005. ITC Infotech and Tennessee-based Client Logic had entered a JV to set up the contact center in 2002 and since then the company has been handling offshore customer care for Fortune 500 companies. The company, which set up its first facility in Bangalore with 150 people on board in 2002, now has 2,500 employees servicing customers worldwide.






Explaining about the setting up of the new facility, ITC ClientLogic business development head Winfred Wilson said, "We are looking at various locations. It could probably be in Kolkata, because of its huge population and the increasing number of students graduating out of college every year. Besides, ITC is a brand in Kolkata and this will evoke interest amongst the locals to join our board and being a brand the attrition will eventually be kept low."





He further added, "We have been growing at a very fast rate in India. We are planning for a 1,500 seating-capacity and we will employ not just graduates but also under graduates who have fluency in language and other required skill set. This new facility should be functional by the end of 2005."





ClientLogic, a subsidiary of Canadian diversified company Onex Corporation, operates from 52 locations in 13 countries and manages more than 296 million customer interactions. With 20,000 associates worldwide and offering service in 21 languages, the company boasts of addressing customer needs through Right Shore strategy efficiently. "With wider presence across the globe and offering service in diverse languages, the Right Shore strategy just sums up our capabilities in servicing the customer the best way," said Wilson.





The company that is developing skilled BPO expertise to handle financial, banking, healthcare, human resources, etc, intends to start transactions processing during daytime and strengthen its presence in verticals. Conceding the market analyst Gartner's forecast that BPO industry would foresee a heightened consolidation activity in the next couple of months, Wilson opined, "Customers are looking for niche players. With stronger vertical focus, and presence in multiple geographies, our Right Shore strategy will enable us to offer a mix and match option for our customers."