Sitel to open new facility in Pune

MUMBAI: BPO industry is growing and so players have started scouting for new locations. The latest to do so is Sitel India. The company is all set to make Pune its second hub. It is planning a 750-seater facility in the second half of this year.

Sitel COO Randy Harris said, "The BPO industry is growing exponentially in India and looking at the processes we have been doing for the last few years, it has become imperative to have another facility."

Sitel India, which is a JV between Tata Infotech, Tata International and Sitel, already has a 1,000-seat facility and around 1,800 people in Mumbai. The company is currently processing seven clients in India - prominent among them are AOL, McAfee, General Motors besides a retail oil major.

The company is also developing communication tools along with Tata Infotech to enhance communication skills of its employees. The others in the pipeline are workforce management that will help them automating training and labor processes.

The company is currently providing both voice-based and non-voice interaction in the form of e-mail and chat sessions. Currently, about 22 percent of its employees are involved in non-voice interaction. Outbound voice accounts for about 11 percent, while inbound voice accounts for the 67 percent.

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