Although the company is in the process of setting up a second unit in Hyderabad, it is Kochi that has caught the future plans of the country’s only COPC (Customer Operations Performance Centre) certifited ITES player, according to sources close to the process.
However, the shift south will be phased out, the sources said without revealing the time frame.
The $5 million company, which has announced the commissioning of its operations from the Kinfra park in Kochi from March 2003, is looking at quadrupling its business volumes to $20 million within a year. 24/7customer has signed an MoU with the Kerala government to up its own facility on a five-acre plot.
With corporate headquarters in Los Gatos, California, the company offers customer support to several Fortune 500 companies.
‘‘I find a 30 percent cost advantage in running BPO operations out of Kochi. Coupled with a 100 per cent uptime facility, it is too good a deal for a company which operates primarily in the call centre and back office processing space,” 24/7customer CEO PV Kannan said.
With its 9 live programs for Global 500 firms, over seven million live phone contacts handled to date and 99.9 per cent service uptime, the profitability and value-addition in service were the key draws.
Kochi’s prospects as the country’s BPO capital had improved considerably since the access to the international digital highway and the setting up of broadband backbones by Bharti, Asianet and Reliance, he said.
The company plans to recruit and train around a hundred people to start with for the Kerala unit. Later this will be increased to 800, Mr Kannan said.
Following a study on Kochi’s demographic profile, the ITES player figured out that the city’s increasingly cosmopolitan outlook along with its 100 per cent literacy could provide an attractive labour fource.
“We expect to ramp up business volumes from $5 million to $20 million in a year,” he said.