|
Think
Harbor, a consulting company focussing on business process
outsourcing (BPO), contact centres, CRM, tech support and
IT enabled services is upbeat on the Indian contact centre
market. The company has formed a strategic alliance with BenchmarketPortal,
a datamart of best practices for Purdue University that manages
6,000 contact centres globally and has set up an office in
Bangalore.
Think Harbor’s services portfolio comprises initiation
and an end-to-end transition program management for its customers
from the US and Europe who are looking at India as a location
for their backoffice, customer support and other remote services.
The advantage for the US or European company include significant
benefits in cost, quality and competitiveness. Its services
bridge the gap between strategy and systems deployment in
the outsourcing space.
The company’s strategy will be to work with customer
service providers. Ranbir Sarkar, practice director and co-founder,
Think Harbor India, says “For service providers in India,
the ability to expedite seamless program transition across
geographies to achieve desired economics of scale, cost and
quality will be a key differentiator. We are talking to all
customer service providers like Customer Assets, Global Tele,
24/7customer.com and Khodays in India who wants to benchmark
their services. We will allow them to scale up to meet the
demand in contact centres. Today, a customer has multiple
modes of access to customer service this is where we expect
the volumes to come from.”
The company has bagged four projects three in the US and one
in UK, all from financial institutions. All the four customers
are considering migrating their services to India but Sarkar
refuses to name them because of NDAs.
Aparup Sengupta, founder and managing director, Think Harbor
says, “We are positioned strategically to offer services
to both the end customers and service providers through a
combination of consulting, program management and IP creation.
The demand supply gap in the outsourcing space is huge and
India has the capacity to position itself as a world-class
destination in this area.”
The outsourcing opportunity in back office operations in finance,
accounts, payment services, human resources, IT services and
contact centres is expected to touch $200 billion with a mere
20 percent penetration according to Goldman Sachs reports.
So there is plenty of room for growth. Third party service
companies like CVG, Sitel, ADP, Hewlett and others are looking
at recession proof areas such as India to reduce total cost
of ownership and scale-up.
|
