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US call centre firm to double employees in India
By siliconindia staff writer
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Tuesday, 11 January 2005, 20:30 IST
NEW YORK: Convergys Corporation, the world's largest call centre operator, is planning to double its employees in India by the end of 2005 from the current 10,000.
Jack Frecker, a senior company official, said the company would look at Chandigarh, Hyderabad and Kolkata as part of its expansion plans.
The company will also tap second-tier cities because "first-tier cities are really getting crowded and competitive".
The Cincinnati-based global leader in integrated billing; employee care and customer care service employs over 60,000 employees in 53 countries.
It began its India operations in 2000, much before other companies offering voice customer service began to operate from India.
Frecker said the company's had a strong presence in India and the Philippines.
"The Philippines is competition for India in terms of knowledge of English but it is a fraction of India's size. Some clients feel more comfortable in the Philippines but the pool will dry up faster there. China is still 15-20 years away as it doesn't have English-speaking skills," he said.
He said complaints by some customers about accents of people in India would not alter the company's plans.
"A few dissatisfied customers can't stop this locomotive. Economics are just too overwhelming," he said.