HTMT bags call centre order for 100 CSRs

Our Corporate Bureau
19 August 2002

Chennai: Hinduja TMT has increased operations on behalf of their US telecom client by an additional 100 CSRs (customer service representatives).

The client, highly satisfied with the performance of Hinduja TMT, has conveyed that it will be ramping up capacity. HTMT has already commenced operations for the 100 CSRs and is in the process of training 130 more CSRs.

HTMT has initiated services with Nortel 81C Switch, which has a capacity to handle 720 seats. It also employs server-based technology where it has a capacity to handle 200 seats. The company, thus, has the capacity to provide over 900 seats in its call centre on both server and switch-based technologies.

The company has successfully implemented connectivity from Bangalore to the US via a trans-Pacific route. It is perhaps the only call centre in India to offer redundant, diverse connectivity to its customers via two independent fibre routes one trans-Atlantic via Europe and the other trans-Pacific via Far East Asia.

From handling only marketing calls in the beginning, the company has diversified its product portfolio to value-added services in the call centre, including service, billing, call manage, local and escalation calls, all of which are inbound in nature.

HTMT is proceeding ahead on its objective of becoming a leader in the IT-enabled services (ITES) segment. In addition to the call centre business, the company processes approximately 50,000 insurance claims per day for a Fortune 100 US company with about 350 processors.