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Sapphire to set up countrywide network of call centers

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CIOL Bureau
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By Meghla Kathju

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NEW DELHI: Sapphire Infotech Pvt Ltd, a Delhi-based solutions and services company, is in the process of setting up a countrywide network of Web-enabled call centers. Around 50 to 60 centers are expected to be up by March 2001. While Sapphire will enter into joint ventures with other companies for these centers, the Delhi center will be run by Sapphire itself. The marketing and training activities will be taken care of by Sapphire. The joint venture partner will be responsible for developing localized databases and manage the day-to-day operations of the center.

According to Sapphire Director Mahendra Saxena, a joint partner investing approximately Rs 3 to 3.5 lakh per seat in the center will recover the investment in 10 to 12 months. Apart from handling inbound calls of customer queries and complaints, the call agents at the center will also make outbound tele-marketing calls. The databases developed by the partners will come into use for these marketing activities.

In the first phase, industry segments like, insurance, healthcare and travel and tourism will be addressed to. Later, banks, manufacturing industries, online education, retail businesses and media will be targeted at.



Sapphire has tied up with US-based Interactive Intelligence to use its customer interaction management software, Enterprise Interaction Center, in the call centers. Apart from Computer Telephony Integration, this package also allows organizations to handle Web-based interactions such as text chats, web call back requests, voice over net calls, tele-call faxes as well as e-mails.

Web call back allows a customer, who is browsing a Web site, to seek help from a call agent at the call center. Explaining the concept, Sapphire Director Ashutosh Agarwal said, "There is a call back button on our client’s website. If a person browsing through the site needs any help, he just needs to press the button and a call is automatically generated to the call center. This activates co-browsing and the call agent can view the same Web page as the customer. This feature will be most useful in e-commerce sites, where it is necessary that the customer finds what he wants as soon as possible."

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