Oceans Connect plans more contact centers in India

PUNE: UK-based provider of contact center services, Oceans Connect plans to establish five contact centers in India over the next two years. These centers would service customers across UK and the US. The first such contact center has already been established in Pune.

According to Oceans Connect India chairman Richard Coppel, "India produced a large talented workforce, which makes it ideal for the contact center business. In contrast, this business would not work in either the UK or the US since the attrition rates were very high and there was severe pressure on pricing."

The company has been in a major recruitment drive in Pune, processing over 4,000 applications to put in a team of over 200 professionals. Barring the minor teething problems, Coppel is happy with the team here that includes physically challenged candidates from the Paraplegic Center nearby.

Coppel said that the company would expand operations in India after consolidating operations in Pune, which has a capacity of upto 900 seats. Declining to divulge names, Coppel said that they had begun work with an American client and had around four clients till date.

In a bid for transparency, the company is developing a software for the contact center . The live reporting tool allows the client to have access to every piece of data real time. The tool is currently on customer trials and will be certified soon.

Ocean Connect is Coppel’s latest baby founded in association with Adarsh Sethia and other private equity partners with an investment of 3.5 million pounds. "Oceans Connect is also looking at merger and acquisition deals in the US and the UK," Coppel indicated.

With head quarters and client services offices in London, England, Oceans Connect has dedicated sales, marketing and client services offices in San Francisco, USA and a now contact center facility in Pune, India.