Outsourcing is also bringing a lot of contact centers to India. The latest example is Dell, which opened up a 300 agent contact center in Chandigarh:
| NEW DELHI - Computer major Dell announced the opening of its third customer contact centre in the country with 300 employees, at Chandigarh, to support its growing global customer base. Operations in the 180,000-square-feet centre are expected to begin in March 2005 with approximately 300 employees. The contact centre houses a global Product Group focused on development and testing; a Global Software Development Centre staffed with Dell IT professionals; and a sales and service operation supporting customers throughout the world. |
The Indian market has been quite hot in the past couple of years, with newcomers adopting aggressive strategies such as offering premium salaries for the agents and substantially discounting services, in order to get a piece of the $400 million Indian contact center outsourcing pie. This has lowered margins even more in an industry already known for tight margins.
Note: There is an interesting web site totally dedicated to the Indian contact center industry and offshore call centers: Call Centers India.
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