Sanra enters into alliance with SGS

CHENNAI: Chennai-based Sanra Software has announced its strategic alliance
with SGS, a contact centre software development firm to market the latter's work
force optimization suite — Contact Point.



Contact point for agent recruitment, training optimization and call centre
management.



Disclosing the details of the alliance, Sanjay Bhardwaj, CEO of Sanra Software
said the concept of work force optimization, using this software suite, was
similar to Customer Relationship Management (CRM), but instead of looking
outwards as customers, we look inwards at employees, specifically agents working
in contact centers.



“Employee hiring, training and turnover account for 70 per cent of the cost of
running a customer contact centre. As more businesses seek solutions to improve
contact centre management and return all or part o the function in-house, both
SGS and Sanra would be working with the industry to improve hiring and training
processes to increase agent productivity, customer satisfaction and ultimately
revenue,” he said.



Sanjay said that Sanra would be working for the next three months on
understanding the needs and analyzing the problems of the industry before
launching the Indian version of the suite.



“The market is growing, with major global companies already being here and many
new ventures are likely to begin in the BPO space,” he said adding that the
current market size for this type of product was approximately USD 120 million,
and that the company was expecting about USD 10 million revenue share after
launching the new product.



Deon Applegryn, CEO and president of SGS, said that his company was extremely
happy about the strategic alliance as it was a win-win situation for both the
parties.



“There is a new need arising for software solutions that help improve the
contact centre management. Unfortunately, simply managing the fundamentals of
operations is not enough to survive in today's environment. Today's leadership
must focus on optimizing the total environment. Driving efficiencies in the
areas of call handling, contact monitoring, scheduling, forecasting, training,
and reporting are the 'blocking and tackling' fundamentals,” he added.



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