Monday, November 10, 2003

Where are US jobs Going ....Banglore i guess ?

Every weekday, as the tropical sun begins its swift descent over the Deccan plain, fleets of what the Indians call "multi-utility vehicles" fan out across Bangalore. The Tata Sumos and Toyota Qualises bump along the potholed, muddy residential streets of India's fifth-largest city, stopping to pick up young men and women and carry them to work. Then, as business hours begin in the Eastern U.S., thousands of these young Indians don telephone headsets and do their enthusiastic best to help the American people get their Internet service working, figure out their credit card bills, and order tacky limited-edition collectibles.

After years of wondering what all those fiber-optic cables laid around the earth at massive expense in the late 1990s would ever be good for, we finally have an answer: They're good for enabling call-center workers in Bangalore or Delhi to sound as if they're next door to everyone. Broadband's killer app, it turns out, is India.

It's not just about call centers. In Bangalore some 110,000 people are employed writing software, designing chips, running computer systems, reading MRIs, processing mortgages, preparing tax forms, and doing other essential work for U.S., European, Japanese, and even Chinese companies. Intel, Cisco, Oracle, Philips, and GE are among the multinationals with significant R&D facilities there. AOL, Accenture, and Ernst & Young have big operations in town too. Scores more Western corporations outsource work to Indian companies like Bangalore-based IT services firms Infosys and Wipro.

Meanwhile, GE Capital employs more than 15,000 people in Delhi and other Indian cities who answer calls from credit card customers, do accounting work, manage computer networks, and the like. In Chennai (formerly Madras), a staff of 350 design the PowerPoint presentations that McKinsey consultants around the... the list Continue ...

Saturday, November 08, 2003

Highest Employee Turnover in the Call Center Industry

Although India's call center industry is thriving, its employees are not impressed.

The nascent business is witnessing high rates of employee attrition, making industry leaders sit up and take note.

The National Association of Software and Service Companies (NASSCOM) recently formed a special task force to address that issue, along with how to ensure availability of skilled talent in the long term.

"The current average rate of attrition faced by the industry is between 30 percent to 35 percent," Ashu Calapa, vice president of Icici OneSource, said recently at an industry meeting in Bangalore. "If you compare attrition rates for a voice and non-voice process, then attrition rates are significantly lower in a non-voice process."

Indian call centers currently employ about 160,000 professionals, who assume pseudo names and answer calls from U.S. customers. They have to learn foreign accents, work at night to cater to U.S. time zones, and adjust to an altered social and family life.

These factors, unique to the call center work environment, were cited in a recent study as reasons for the high churn of employees and their perception toward their work. These employees also face the risk associated with working in a new industry.

Friday, November 07, 2003

CyberBazaar opens a new hub in Cyberabad

The pioneer of conferencing services in the country, CyberBazaar, has recently announced the opening up of a new hub in Hyderabad. The hub will house a captive customer-care centre and enable easy access to clients in Andhra Pradesh to dial into CyberBazaar’s services and collaborate and market with a global audience. The centre would offer dedicated support lines, exceptional interoperability between services and, most of all, bring the access cost down to a local call for companies that use CyberBazaar’s conferencing services in Hyderabad.

Talking about the Bangalore hub, Sandeep Mehra, director, sales & marketing, CyberBazaar, said, “We are setting up this centre to cater to the growing conferencing needs of our customers in Hyderabad. With no initial investment and huge potential for saving, conferencing services will offer businesses a good return on their current resource. Conferencing has a lot of intangible benefits added to the most viable tangible benefit – cost saving.”

The premier conferencing company has partnered with international companies such as WebEx (leaders in web conferencing worldwide), Intel (technology partnership), CCBN, SingTel and Intercall to offer services adhering to international standards for Indian industry. The company also has a partnership with Latitude Communications, a leading provider of fully integrated enterprise conferencing solutions. The company also offers international conference call facilities.

Thursday, November 06, 2003

By 2015 at least 3.3 million U.S. jobs will be outsourced to Asia.

International outsourcing is a subject that is making U.S. business
leaders squirm.
American's Focus is right now on Cost Savings which they get from india and other Asian Countries.
Studies show that the productivity differential in customer service can be ten times greater in
India than in the U.S. and Europe.

Which makes India Hot Favourite in the OutSourcing Business.