Outsourcing: PV Kannan, CEO Of 24/7 (Part 7)

Sramana Mitra: Now, switching to the topic of entrepreneurship, you know this industry quite well. You have not just been 11 years with 24/7. You have also been in contact center technology for a much longer time. PV Kannan: Yes. SM: Would you point out some entrepreneurial opportunities for our audience? Around the world, entrepreneurship

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 6)

Sramana Mitra: This has been very insightful thus far. What other trends are you seeing in the outsourcing call centers? PV Kannan: Just to put it straight, we are not really in the pure outsourcing business. We don’t compete with the classic outsourcing companies on work. If someone says, I need 500 people in location

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 5)

Sramana Mitra: So, the work that you do in the Philippines is more cultural support than technical support. PV Kannan: That is exactly right, and it has to be individualized, because you don’t care about how the world solves it. It is about my problem and how are you, as my partner, are going to

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 4)

Sramana Mitra: Where in Latin America do you have centers? PV Kannan: We are in Guatemala and Nicaragua. SM: And there are 4,500 people in the Philippines, and the 3,000 people in India are all in Bangalore?

Outsourcing: PV Kannan, CEO Of 24/7 (Part 3)

Sramana Mitra: My hypothesis is that there is going to be level zero customer support that will come in and be inserted before any contact center representative touches a customer. PV Kannan: Yes, I think that has been happening for a long while. It has become more easy to do it, but – I’m probably

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 2)

Sramana Mitra: Yes, very good. I am going to start drilling down on a variety of points. In the course of the 11 years that you have been in business – and I think I got it right – you work only with B2C companies right? This is a B2C company.

Outsourcing: PV Kannan, CEO Of 24/7 (Part 1)

Sramana Mitra: Hi PV, welcome to the Outsourcing series. Would you start by introducing the company? PV Kannan: Sure. I will start by describing how the company was founded and what led to the creation of it, would that be helpful? SM: That would be perfect.