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The NASSCOM-McKinsey report called it one of the biggest growth areas for India. Voice & Data called it the “next big thing for India” about a year back. There is euphoria all around and just anyone and everyone with some money is out to grab the BIG opportunity. The euphoria has led to hype; the hype to confusion; and confusion to chaos. Will the great Indian call centre dream remain just that–a dream? What does the nascent industry need to succeed?
PLUS, industry experts outline the issues and challenges concerning different aspects of the call centre business-from planning to management, from recruitment to training. And more.
Call Centres : Towards the 7 Ps
Call Centres : Keep Them Coming Back!
Call Centres : Waking up to the Challenge
Call Centres : Snapshot: Thriving on Chaos
Call Centres : The Changing Face
Call Centres : Unto the Next Generation
Call Centres : Operational Challenges
Call Centres : Operational Challenges