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HOT TOPICS
- The Accelerator Conundrum
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outsourcing
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 4)
By Sramana Mitra and guest author Aditya Modi Sramana: What is the employee split between the technology and the services organizations? What is the total head count? How many employees are in services and how many are in products? Chris: The total number of employees is a bit more than 600 right now. I would say
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 3)
By Sramana Mitra and guest author Aditya Modi Sramana: Would you give me a use case to illustrate what you are talking about? Chris: There are two. One could be a product person and the other could be a call center operations person within a single enterprise. We are looking at a network of contact centers
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 2)
By Sramana Mitra and guest author Aditya Modi Sramana: So, let me see if I’ve got this right. You audit the objectives, then you edit the process as it pertains to those objectives, then you audit the tools and mechanisms of implementing those, and finally you audit the calls? Chris: We audit the calls, then
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 1)
By Sramana Mitra and guest author Aditya Modi About HyperQuality HyperQuality is an independent quality assurance company with operations in the United States and India. Founded in 2003, the company uses customer satisfaction as a means to retain existing customers and acquire new ones. It does this by listening to customer–agent interactions, rating them, and giving feedback to clients on which
Outsourcing: Ankur Prakash, Vice President And COO, TCS Latin America (Part 5)
By Sramana Mitra and guest author Aditya Modi Sramana Mitra: So, did I hear you right that the one program that India implemented incredibly successfully in the early days of outsourcing was to give the industry a tax breaks, which is not the Latin American strategy, from a development point of view? Ankur Prakash: I
Outsourcing: Ankur Prakash, Vice President And COO, TCS Latin America (Part 4)
By Sramana Mitra and guest author Aditya Modi Sramana Mitra: In terms of dynamics of geography, in India, for example, we see that the big cities where the outsourcing industry really got started and matured such, as Bangalore, Hyderabad, Chennai, Mumbai, New Delhi, Gurgaon, and Noida, have become very expensive, and companies like yours are
Outsourcing: Ankur Prakash, Vice President And COO, TCS Latin America (Part 3)
By Sramana Mitra and guest author Aditya Modi Sramana: And how big a factor is language in your work in Latin America? Ankur: For global customers, all the people whom we recruit are bilingual, so more than 90% of the people are bilingual. We ensure that all these employees are continuously in touch with the
Outsourcing: Ankur Prakash, Vice President And COO, TCS Latin America (Part 2)
By Sramana Mitra and guest author Aditya Modi Sramana Mitra: So, in terms of the evolution of outsourcing in Latin America, how do you manage the situation? How do you manage a region that is maturing late compared to India. The number of people with five or 10 years of experience is a lot fewer,
