India offers a large pool of highly skilled and educated workforce, proficient in the English language and IT literate. The constantly increasing number of college graduates and the immensely successful private training industry will ensure that these resources continue to grow every year.
A 12 hour time difference with North America enables overnight delivery of services. This unique advantage helps American organizations achieve true 24x7 internal operations and customer service. The "time zone" advantage provided by India can also become a strategic enabler for many West Europe and Asia Pacific based organizations.
The Government of India has committed its support to this activity by establishing a task force for developing a world class knowledge based outsourcing industry (IT Enabled Services), allowing duty free imports of capital goods and providing tax exemption on export of IT enabled services. Software Technology Parks (STPs) with state-of-the-art IT infrastructure and telecom facilities provides a "single window clearance" for all regulatory compliances have helping India emerge as a prominent outsourcing hub.
With privatization and drastic reduction in the tariff of basic telecom, paging, cellular and internet services, India enjoys an infrastructural advantage like never before. And it's getting better with every day.
The relatively low cost of manpower makes India a very attractive base for sourcing cross-border IT-enabled services. India has been the largest provider of software engineers to silicon valley, West Europe and the Asian Pacific IT industry and will now be the most cost effective location for off-shore Business Process and Customer Contact services outsourcing.
Large global corporations have already begun to outsource to India. Organizations such as General Electric, American Express, British Airways and Microsoft have demonstrated the advantages of outsourcing to Indian facilities.
Call Centers in India
Having a call center in India is the norm for several global companies today. In order to meet the growing international demand for cost-effective, customer-oriented call centers, many organizations worldwide are outsourcing these services by setting up call centers in India. But what makes call centers in India such an attractive option? The country has intrinsic strengths which make it a major success as an outsource destination for call center work:
Based on the experience of having migrated over a dozen programs offshore since our inception, we have developed a 3-phase approach for program transition and delivery.
We work closely with the client team(s) to understand and define functional and technical requirements, which include :
Our transition team visits client site and the key objectives of the visit are:
Back at our operation centers in India, the activities underway include:
Promyx has a project-based organizational structure. A dedicated team is created for every project that comprises members across all functions, i.e., operations, training and quality. The team is created and empowered to ensure that the resources necessary for serving the client's customers flows across all functions, such as client services, technology, and the customer-contact team, to meet the needs of the client's customers.
Ability to staff programs and queues based on daily call arrival patterns to maintain service levels and productivity norms.
" To continuously strive to be known as ' The Best Quality Service Provider 'in the contact center services space, by adhering to world-class quality parameters at all times with exceptional results as the bottom line.”
We strictly follow an in-house quality process at Promyx, and we are planning to certify our processes with quality standards like ISO, COPC and Six Sigma in the near future.
Corporate Quality at Promyx.
At Promyx, Quality implementation is the base and is practiced to ensure that all the processes are functioning as planned. This enables us to identify the root cause of the variance and take effective steps to eliminate the discrepancies in time.
Overview of Promyx Quality Practices
We have instilled stringent quality assurance and control measures across the organization. Promyx believes that sustained quality is most vital for our existence and success.
The basic framework for excellence started from the first day of inception of the company for complying with "best practices", international quality standards and methodologies such as ISO, COPC and Six sigma. We believe that compliance to these standards would help us to:
On an ongoing basis, Promyx strives to value-add to our client's system, based on in-house programs and the overall corporate quality initiatives.