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Offshore contact centers in India going places

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CIOL Bureau
New Update

NEW DELHI: Despite some early skepticism by cynics, the outsourced contact

centers in India serving the offshore clientele are going places. Quite

literally. Today, the offshore contact centers are going beyond Delhi, Mumbai,

and Bangalore to cities like Ahmedabad, Pune, Hyderabad, Chennai, Kolkata,

Guwahati and even Belgaum.

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According to data available with VOICE&DATA as on 30 September 2001,

India has about 75 offshore contact centers, operational or in advanced planning

stage. This excludes the captive centers like that of GE, eBookers, British

Airways and Amex but includes the contact centers set up by US third party call

center companies like Convergys and Sitel.

Of the 75 centers, north has the lion's share of 30, while west is trying to

catch up with a total base of 25. While the south accounts for 18, the rest two

are in the east. City-wise, National Capital Region (NCR) comprising Delhi,

Gurgaon, Noida and Ghaziabad account for 28, while Chandigarh has two. In the

west, Mumbai has 21, Ahmedabad three and Pune one. In the south, Bangalore leads

with 12, Hyderabad has three, Chennai two and one is coming up in Belgaum.

In India, as analyzed by VOICE&DATA earlier, there are primarily three

types of companies who have entered the business -- the corporates, led by the

old economy majors like Tatas, Jindals, Ansals, Dalmias, Munjals (Hero), Adani,

Flex and Phoenix; the professionals funded by the VCs; and the small and medium

businesses with strong local presence. Bangalore has the maximum number of

VC-backed companies with professional management, while Mumbai is split between

professional and corporate backed ones. The capital has a mix of all the three.

Other places are primarily dominated by small and medium enterprise backed

companies.

VOICE&DATA has been analyzing this segment from June 1999, right from the

time the activities began in this sector. For more information click here.

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