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| Latest Events at GOLS |
2. 'BPO pros better off in India than US' 3. Call centre staff can hang up on abusers 4. India, China dictate terms in global, outsourcing market 5. Indo-US 'Open skies' policy will make outsourcing easier 6. Mega BPO deals no more under wraps |
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| GOLS Launches Smartel in the South Click here for more details |
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| 1. Smartel announces tie up with Auralog- world leader in language learning software | |||||
At GurukulOnline Learning Solutions (GOLS), we endeavour to bring you newer and better learning opportunities. GOLS has now tied up with Auralog, leaders in foreign language learning solutions, to offer their entire range of learning solutions on an eLearning platform. Auralog uses software technology to facilitate the learning of foreign languages. Today, it is a world leader in this segment, employing engaging and innovative multimedia solutions in teaching foreign languages. Auralog’s language learning methods are recognised the world over, and its products are utilised in 65 countries in Asia, Australia, Europe, Latin America and the Middle East. |
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| 2. 'BPO pros better off in India than US' | |||||
CHENNAI: Call centre professionals in India are well taken care of by the employers, compared to the US, where the workers were treated as a "commodity", said an official of Communication Workers of America (CWA), the largest workers union in the US. "The call centre environment in India is much better. In the US, the employers are not considerate about the workers. They treat people as a commodity," Steve Tirza, president, CWA, who was here along with other members to have a first-hand understanding of the call centre and IT industry in India , said. Taking exception to the argument that many jobs are outsourced to India for cost-cutting purposes, he said that even while doing this, the salaries of CEOs "When companies cut the jobs by a third, the salaries and perks for CEOs keep on rising. So, where is the question of cost-cutting. The work for the existing employees keeps rising and the top executives get the hike," said Beverly A Hicks, administrative assistant, CWA. The delegation from the US, which visited call centres and IT firms in cities such as Chennai, Mumbai, Bangalore and Hyderabad, said the system in India was much better. "We are very much impressed by the welfare measures for the workers here," she said. However, the nature of the work in call centres, which is mostly in night-hours, will result in serious health problems. In the US, about 8 per cent of the people in call centres report sick, per day, Hicks said. Source: EconomicTimes.com
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| 3. Call centre staff can hang up on abusers | |||||
Call centre employees no longer have to put up with abusive customers. They have now been allowed to end the call if they think it necessary. Ashley D’Souza of Customer1, Malad, said, “Since February, we have been given permission to hang up on abusive callers, with the consent of our team leaders.” Bhavin Dalal, proprietor of Etech Infosys, explained that call centre executives are trained to handle abusive calls tactfully." But, if they still continue, they can be put in the ‘Do Not Call’ list, and other executives can be cautioned from calling the customer again. "Those who are into outbound services rather than inbound services usually face these problems," explained Bhavin. He added, “The service level agreement does not allow the customer care executive in an inbound service provider to disconnect the line, even if the caller turns abusive and such calls need to be handled tactfully." In case of an outbound call, however, the customer sales representative has the right to disconnect the line, if the customer shows disinterest in the product or if he turns abusive. The call is disconnected with the consent of the team leader, who supervises the recorded conversations. Vijay Mukhi, an expert in the BPO industry, believes that Indian executives will face such abusive calls at least for the next couple of years. "The fact that India is a preferred place for outsourcing, an American, who is losing his job, is bound to be upset. Calls from India will only make him more frustrated," he said. |
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| 4. India, China dictate terms in global, outsourcing market | |||||
NEW DELHI : It's getting hot in India . Ever since the then Chinese premier Zhu Rongji came calling to Bangalore , in January 2002 soliciting co-operation between the two nations in the IT space, exchanges in the information and communication technology (ICT) sector have been steadily growing. A China-India Software Association (CISA), currently managed by Sunwah Group, has been set up. The association is interacting closely with Indian software services body Nasscom. Nasscom is now looking to sign a MoU with various industry associations and government bodies in China to further cementing the bilateral ties. Nasscom believes that both the nations have become the world's two most favoured IT outsourcing destinations. Co-operation between the two could, therefore, has significant implications for the global BPO market. According to Nasscom vice-president Sangeeta Singh, "Nasscom had conducted a survey to understand the Chinese IT market dynamics and how the two countries can work together. In the study, Nasscom suggested a strategy of collaboration and co-operation with China . Chinese industry has its expertise in software and service well established, can co-operate to work out a win-win situation for both in the IT sector, by complementing on each others expertise." Areas of collaboration Indian players can help the Chinese domestic market and user industries increase their efficiency by adopting software; leverage Chinese talent in the area of chip design and telecommunications technology and also leverage China as an offshore development center to serve the Japanese market. Embedded software could be another promising area for collaboration combining India 's expertise in this field with China 's vast manufacturing capabilities, especially for consumer durables, Ms Singh said. According to Satish Subramaniam, general manager-enterprise applications, Wipro Technologies, " India and China can work together in various projects. While China is good in hardware and electronics, India has language capabilities, is strong in the IT and IT-enabled services industry." Shailesh Shah, director and senior vice-president, corporate strategy, Satyam Computer Services believes that as the two countries move towards a free-trade regime, it is important that they work together. "The trade potential is huge. We are talking about a free trade potential between a $670 billion economy and a $1.2 trillion economy. If this happens, in about 10 years time, 3 billion people from India and China will have jobs and both the countries can emerge as serious economies in the world," he says.
Source: www.sunilkhullar.com |
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| 5. Indo-US 'Open skies' policy will make outsourcing easier | |||||
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WASHINGTON , APRIL 9. A deal between the United States and India could make it easier to travel between the two countries and outsource jobs. The end of those restrictions is expected to bring lower fares and more flights between the countries as airlines rush to add service. Continental Airlines said this week that it planned to start service between Newark and New Delhi in October, making it the first airline with a non-stop flight between the two cities. A Delta Airlines spokeswoman said it planned a new service to Chennai from New York via Paris in May, and Northwest Airlines had applied for permission to fly between Minneapolis and Bangalore via Amsterdam . If the Transportation Department approved, the flights would start in October. There were no direct flights to India from Boston . Competition "The open-skies agreement creates a more competitive marketplace for the airline industry,'' said Continental spokesman Martin DeLeon. Already, some local companies are anticipating the availability of cheaper and more frequent flights to India to make it more convenient to shuttle workers and executives back and forth. "We need market forces to take over,'' said Marc Hebert, president of Sierra Atlantic, a software company headquartered in Boston and Silicon Valley that has most of its employees working in India. Despite current restrictions, travel between the U.S. and India grew 86.1 per cent to 5,20,827 in 2004, from 2,79,921 passengers in 2000, according to the Bureau of Transportation Statistics. The number of passengers flying between the two countries grew 29.6 per cent between 2003 and 2004 alone. That growth follows the trend of U.S. companies increasingly outsourcing jobs to India and other nations. Forrester Research Inc. estimates that 1.2 million U.S. jobs will be sent offshore by 2008, up from 3,15,000 in 2003. U.S. airlines can now only fly to New Delhi , Mumbai, Chennai, Kolkata and Bangalore from the U.S. while Indian carriers can only fly to New York , Chicago , and Los Angeles . That's a problem for Sierra Atlantic, which develops and supports software for larger companies such as Oracle and spends more than $1 million a year on airfare to bring its employees from its office in Hyderabad to the U.S. An average jaunt between Hebert's office in Fremont , California , to Hyderabad takes more than a day. First, there's the 18-hour flight from San Francisco to Singapore , punctuated by a layover in either Hong Kong , Tokyo , Taipei , or Seoul . Once in Singapore , there's a six-hour layover. "Now you're 24 hours into the trip and you're not in India yet,'' he said. "If you're not lucky, you've got to go into Chennai and then another hour flight into Hyderabad .'' Caution Some aviation specialists said they view the agreement as a benefit to travellers but cautioned that the sea change many are looking for could take years to materialise. Bringing down the political barriers may prove a lot easier than maintaining and filling huge jets for 20-hour trans-Atlantic flights, said Dan Kasper, head of the aviation practice at LEGC LLC, a Cambridge consulting firm.
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| 6. US Mortgage Outsourcing to India to grow to $1bn in 5 yrs | |||||
Trinity Business Process Management Pvt. Ltd., a wholly owned subsidiary of Trinity Partners, Inc., a leading provider of technology-enabled Business Process Outsourcing and IT delivery solutions to financial institutions, and Avendus Advisors, a full service investment bank focused on the IT Services and Outsourcing markets, today released a co-authored research report entitled “BPO Opportunities in the US Residential Mortgage Market”. The paper analyzes the trend toward delivering vertical, domain-focused, outsourcing and offshoring solutions in India and the impact of, and opportunities for delivering these vertical solutions for companies in the US Residential Mortgage Market. The paper covers the following topics:
Some key findings from the report include the following:
“This research paper focuses on the US Residential Mortgage Market as a case study in the emerging trend toward vertical BPO solutions,” said Francesco Paola , Trinity's Vice President of Sales and Marketing. “We believe that the future growth of BPO will be driven by an increased focus on domain-specific, vertical processes that provide not only cost savings, but other long-term benefits in the areas of productivity and capacity management for the client.” Pijush Sinha, Vice President for Avendus Advisors added that BPO providers must continually focus on moving up the process value chain in order to differentiate themselves. “Increasing competition in the BPO market is forcing BPO providers to deliver more and more value to their clients each day. In order to maintain market share and thought leadership, providers must look toward delivering higher value processes for their customers.”
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