www.crmfoundation.com/infojan.html
Often, it has been felt that if an organization has a Call
Center of its own or is using the services of a Call Center by outsourcing the services,
then the organization has installed CRM. This myth exists with many and it is pertinent
that the same is exploded before it assumes large proportions. With a view to informing
the leaders of industry what a Call center is all about, how it can be used by an
organization to promote CRM in their organization, its architecture, size, scalability,
manning and training requirements of a Call Center if it has to go international, CRM
Foundation in collaboration with Electronic Research & Development Centre of India,
Govt. of India and NetSpace Communications conducted a One Day Seminar at The Oberoi, New
Delhi on 11th January 2001.
The Seminar was attended by more than 150 participants from about 55 organizations.
Ministry of Information Technology, Govt. of India, MTNL, VSNL, SAIL etc. were some of the
prominent public sector representation besides a host of private entrepreneurs and
industrialists.
Mr. Upendra Singh, Vice President (Operations), Spectramind set the tone for the
Seminar by showing how Call Centers can indeed become an important tool in promoting
Customer Care which in turn can go a long way in building relations with customers. Other
speakers included were Ms. Bharti Sinha, Vice President (Marketing), Global Groupware
Solutions, Prof. Chandra shekhar, ED, FORE School of Management in the I Session. In the
Second Session, Mr. Ashit Dalal Chief Executive Officer, COPC gave a bird's eye view of
certifying Call Centers and how quality and Cost Performance shall become the key
parameters in Certification. Mr. RK Verma, ED, ER&DCI and Mr. Rahul Joshi, Sr.
Consultant, HCL Comnet were the other two Speakers. The third Session concentrated on
Training the manpower and project implementation, its planning and phasing should be done
were dealt by Douglas Breckenridge, Chief Executive Officer, The Business Workshop and Mr.
Pankaj Garg, Chief Executive Officer, Netspace Communications respectively. The Seminar
could provide a real eye opener for many as many grey areas, which prevailed in the minds
of many, were cleared to a large extent. We are glad to inform our readers that efforts
are being made to make available the proceedings of the Seminar on our Website
www.crmfoundation.com - The One Stop CRM Portal. |
| NetSpace
to set up call center training academies http://www.dqweek.com/content/other_news/101021702.asp
Saturday, February 17, 2001
Delhi-based NetSpace Communications will set up five training institutes within the city
to train agents who will not only man contact centers but will also be able to provide
support services to clients. To be launched by the end of March under the banner NetSpace
Academy, the aim of the training academies will be to churn out professionally qualified
agents who would earn as much as Rs 8,000 to Rs 10,000 as starting salary.
Said Pankaj Garg, Co-Founder and Director, NetSpace Communications, "There is a great
demand for trained call center agents but the availability is low. Although an
advertisement may draw a number of applicants, only a few will be qualified agents."
The company has till now shortlisted three partners who will set up centers at Connaught
Place, Pusa Road and East of Kailash. Two other partners for the city will be decided
shortly.
The course will have three modules: basic, intermediate and advanced. With an approximate
cost of Rs 20,000, the entire course will span 180 hours. Depending on individuals, the
course can be completed within three weeks to three months. From teaching the basics about
how to greet a caller, the agent would be trained to answer complex queries of customers.
The basic requirement for such a course would be graduates with good communication skills
and an understanding of the service industry. The demand for agents today is far more for
handling call centers for overseas clients than for domestic clients. The domestic call
center scenario is yet to take off while the international call center market is set to
experience a boom. The NASSCOM-McKinsey report has pegged the size of the IT-enabled
market in the country at $ 17 billion by 2008.
Although NetSpace does not guarantee placements, those candidates who do reasonably well
during the advanced training course will be `helped in finding a placement'. The company
has a major presence in providing solutions for the call center industry and is therefore
well connected in the industry.
NetSpace, which is a part of the NetLink Group, had been created a year ago to address the
emerging IT-enabled services market. This includes providing technology solutions as well
as training for the industry. In less than a year of its existence, the company has
already registered a turnover of more than Rs 2 crore. |
| Netspace, ER&DC
join hands for CRM competence centre http://www.hindubusinessline.com/2000/09/05/stories/150539cc.htm
NEW DELHI, Sept. 4
NETSPACE Communications Pvt Ltd, a Delhi-based offshore call centre solutions provider,
and the Electronic Research & Development Centre of India (ERDCI), a scientific
society of the Ministry of Information Technology, have joined hands to set up a customer
relationship management (CRM) competence centre.
A Netspace release said that the venture, one of the first such in the joint sector, has
been christened ERDCI-Netspace.com, and the partners are expected to jointly set-up a
fully enabled CRM competence centre in Noida, near the capital.
Incorporating innovative teaching techniques, the centre will provide training to agents
and offer other IT-enabled services such as call centre services to domestic companies and
renting of software applications through the Internet to various corporate, public sector
and Government organisations in an application service provider (ASP) model.
The release also said that the centre will train and groom over 500 students every year
for a career as call centre agents.
While ERDCI is providing the necessary infrastructure and equipment for the project,
Netspace is giving the requisite hardware and software inputs for the centre.
At a later stage, the centre is also expected to provide round-the-clock offshore
international call centre facilities for voice and Web.
Quoting Mr. Pankaj Garg, Director of Netspace, the release said that with the help of the
company's alliances with Cincom of the US, a leading CRM software developer, and other
hardware manufacturers, the new entity will be able to offer total solutions to all the
requirements of the industry.
Mr. R.K. Verma, Executive Director of ERDCI, said: ``The Government has taken a major step
and the tie-up with Netspace is an industry first for IT-enabled services.''
Netspace Communications, part of the Rs. 42-crore Netlink group of companies, was promoted
by Mr. Pankaj Garg and Mr. Rajesh Bakshi.
The group's flagship company, Netlink Business Systems Pvt Ltd, has diversified business
interests in building open architecture, fully integrated networks for multi-locational
clients.
It offers clients turnkey solutions, encompassing design, development, wiring and
installation, project management, warranty and maintenance.
ERDCI Noida was set up jointly by the Ministry of Information Technology and the
Government of Uttar Pradesh to facilitate industries in improving their competitive edge
by way of providing technology support, engineering and consultancy services.
It has emerged as a centre of excellence in natural language processing, embedded systems
and security systems for military applications.The unit also provides turnkey IT solutions
to clients such as Northern Railway, Press Trust of India, MMTC, Greater Noida Authority
and Mother Dairy.
Times of India,
Kanpur(10-01-2001)
Delhi-based
information technology company Netspace Communications Pvt Ltd will soon start Customer
Relationship Management (CRM) training to deliver "Career Assured" education to
contact center agents under the brand name Netspace Academy.
Netspace Academy will organize open and corporate training in specialized IT related field
like contact center, CRM technical training and networking technical training.
Within the first year, Netspace plans to set up as many as 15 training centers in all the
major cities of India, starting from Delhi. It plans to make a large investment in the new
venture. Netspace Academy proposes to train over 14,000 students each year for a career as
contact center agents.
Netspace Academy is going for a Partner Alliance program to increase its visibility in the
country. According to Mr. Pankaj Garg, Netspace has already signed up for five locations
in Delhi, NCR and Bangalore. The Partner Alliance Program will enter in to strategic
alliances with such franchisee partners in the first phase in all the four metros, apart
from Bangalore and Hyderabad to provide training to potential contact center
professionals.
In second phase, state capitals and every region where contact centers are very actively
coming up will also be included.
In the near future, Netspace Academy would also conduct training in futuristic areas such
as geographic positioning system (GPS), wireless access protocol (WAP), bandwidth
management and other niche technologies.
According to Mr. Pankaj Garg, Managing Director, Netspace, "Netspace Academy will
impart value-based and performance-driven education to individuals in Voice and Web
Contact Center, using state-of-the-art learning methods to groom them into skilled
professionals to serve customer needs efficiently and effectively. Each module has been
designed by us keeping in mind the active participation of the students in role-plays and
quick skill drills. Extreme care is taken to adapt them to challenging environment of
customer driven service".
"We have embarked upon standards par excellence in designing the training courseware
that is engineered for the right mix of soft and technical skills required by the
industry. With the right blend of training imparted by Netspace Academy, an individual
passes out as a techno - savvy person, will be assured a career in contact centers,
corporate and other growing business houses," he added.
While the soft skills modules will be meant to groom the agent with essential qualities in
terms of right accent, language, people interaction, telephonic and internet
etiquette’s, sales and marketing skills, customer care, complaint handling etc. The
technical skills include computer basics to making up a contact center expert, covering
the integral technologies computer telephony integration (CTI), interactive voice response
(IVR), customer relationship management (CRM) and other web enabled applications.
A boom is currently taking place in the Indian contact center Industry. Behemoths of the
global IT industry are eyeing India as a major resourcing and contact center for
outsourcing their customer queries and
software-related problems.
Some of the existing contact centers in operation are that of GE Capital, iDLX, American
Express, British Airways, Bechtel, Air Infotech, Minerva, iSeva, 24/7 Customer, Global
Tele, Tracmail, iEnergiser, vCustomer, Citibank, Hero, Daksh, Airtel, Essar and BPL to
name a few.
BPL, RPG Cell, insurance major AIG, Samsung and even Microsoft and Cisco are among those
planning to set up very large contact centers in India in the near future. Even state
governments are looking at contact centers to
promote e-governance.
In spite of the tremendous growth potential in this area, India still lacks a focused
training set-up to impart contact center specific skills. Contact center education is
slowly beginning to take off, but it is still very nascent and nebulous. There are hardly
any institutions which offer specialized CRM education with an aim to prepare its pupil
for careers in such a burgeoning industry. Netspace Academy will deliver quality education
to fill this vacuum.
Netspace Communications Pvt. Ltd. is a pioneer in India in the field of turnkey project
management solutions in building international offshore remote processing centers.
http://www.jagran.com/news/100102/CT54l37.htm |
