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Resource Base

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.

Favourable Policy

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.

Proven Capability

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:
dot2A booming IT industry, with IT strengths recognized all over the world.
The largest English-speaking population after the USA.
A vast workforce of educated, English-speaking, tech-savvy personnel: A boon in a high-growth industry faced with a shortage of skilled workers.
Cost-effective manpower: In a call center operation, manpower typically accounts for 55 to 60 percent of the total cost. In India, manpower is       available at a fraction of the cost overseas.
The Government of India has recognized the potential of IT-enabled services and has taken positive steps by providing numerous incentives.

A highly professional environment will be created by the presense of international technology vendors and the solutions they provide in this technology-intensive segment.


Promyx has significant experience in working with renowned companies. For several of our clients we provide 100% of their customer support needs - which is a validation of our capabilities and the trust that companies have displayed in us. We have seamlessly migrated several business processes to India, including projects that needed significant system integration.

The Promyx edge covers several dimensions including:
Promyx guarantees to meet your Key Performance Metrics and Service Levels within 90 days of your program being launched.
Full-time overseas presence to facilitate regular client interaction and address our clients needs appropriately and at short notice.
Commitment to providing services aligned with the worldwide COPC-2000® standard as well as stringent ISO 17799,  GLBA and DPA security      standards.
Strong technical skills and experience in system integration including legacy systems.
Ability to provide the highest quality of service at competitive prices, providing over 50% savings vis-à-vis US costs.
Strong values - integrity, professionalism and transparency across the entire organization.
Scalable technology and infrastructure for growth in our clients' business.


Transitions Approach

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.

The key elements of this approach are:

Study Phase

We work closely with the client team(s) to understand and define functional and technical requirements, which include :
Profile of associates and supervisory staff for the program.
Training Needs.
Definition of KCRPs and KSPs as per COPC requirements.
Infrastructure, Technology and Connectivity requirements.

Transition Phase

Our transition team visits client site and the key objectives of the visit are:
Map processes and adapt, if required.
Develop training content, if required.
Undergo the Train-The-Trainer program.
Understand quality processes including quality calibration.

 Back at our operation centers in India, the activities underway include:
Recruitment and training of associates.
Establishing connectivity to client systems.
Setting up of infrastructure as per client specification.
Client specific training.

Launch Phase

Track SLAs.
Launch program.
Conduct early process audits.
Conduct process improvement procedures.
Demonstrate meeting of SLAs, quality and cost benefits.

Project Staffing

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.

An experienced General Manager, who in turn reports to the VP Operations, heads each such team. The General Manager is responsible for the end-to-end execution of the project, including operational performance, client and end-user satisfaction and financial performance of the project. Based on client-specific requirements we can also provide our  staff to be stationed onsite at the client premises during the initial launch phase and during ramp-up.

Using this client-centric process, we eliminate many of the barriers to effective communication and teamwork, and our associates can contribute better towards meeting our client's goals.


Ability to staff programs and queues based on daily call arrival patterns to maintain service levels and productivity norms.

Quality Philosophy
Promyx Quality objective

    " 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.
At Promyx the Quality of Services (QoS) is not limited to just contact center operations. All activities that could directly or indirectly affect the service delivery and / or compatibility with client expectations are viewed as detrimental to quality. We are now in the process of building a long-term quality program, which drives a continuous improvement process internally.   

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:
Improve our systems & processes.
Focus on Customer Delight.
Maintain consistency in the services and deliverables.

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.