Convergys to double India headcount
Convergys also plans to increase the non-voice component of work, including financial services and healthcare services outsourcing, from 5% to 20-25%.
By Deepshikha Monga & Meenakshi Verma, TNN |
NEW DELHI: Outsourcing firm Convergys plans to double its India headcount of over 12,000 people in three to five years. The customer care, HR and billing services firm also plans to start catering to the India market next year.
“India, along with the Philippines, is among the largest Convergys’ bases outside North America and we plan to double the India headcount in the next three to five years,” said Convergys customer management president Clint Streit.
India has an edge over Philippines in terms of both quality and quantity Mr Streit pointed out. “The sheer demographics give India an edge. While attrition in Philippines is among the lowest in the world, its small size means there won’t be any significant growth opportunity after another two years. India also scores on quality,” he added.
The Cincinnati-headquartered firm, which has eight contact centres in India, plans to expand into tier II cities. “With the exception of Kolkata, there is no scope for further growth in the metros. We plan to move into tier II cities which are now ready with infrastructure,” Mr Streit said.
Convergys also plans to increase the non-voice component of work, including financial services and healthcare services outsourcing, from 5% to 20-25% as it doubles its workforce in the country. “The industry is moving from mere transactions to services like financial services, engineering and healthcare services. We are in the early stages of that shift,” said Convergys human resources senior VP Clark Handy.
With the rupee continuing to appreciate, the company plans to begin servicing the India market in a bid to offset the impact of currency fluctuations. “We have been slightly hit by the rupee appreciation. We plan to begin doing in-country business in 2008 which would help us mitigate the impact of sudden currency movements. We would also introduce clauses in our contracts to take into account such variations,” Mr Streit said.
Convergys, which employs about 75,000 contact centre employees in 77 centres worldwide, expects to double its global workforce in the next three years. Apart from expansion in India and Philippines, it is also looking at growth opportunities in eastern Europe, Africa and Latin America.
“We have a small presence in China. We have to start now if we want to develop a significant presence later. For at least another five years, I don’t think any significant voice-based work will be happening there but things will change after that,” Mr Streit said.
“India, along with the Philippines, is among the largest Convergys’ bases outside North America and we plan to double the India headcount in the next three to five years,” said Convergys customer management president Clint Streit.
India has an edge over Philippines in terms of both quality and quantity Mr Streit pointed out. “The sheer demographics give India an edge. While attrition in Philippines is among the lowest in the world, its small size means there won’t be any significant growth opportunity after another two years. India also scores on quality,” he added.
The Cincinnati-headquartered firm, which has eight contact centres in India, plans to expand into tier II cities. “With the exception of Kolkata, there is no scope for further growth in the metros. We plan to move into tier II cities which are now ready with infrastructure,” Mr Streit said.
Convergys also plans to increase the non-voice component of work, including financial services and healthcare services outsourcing, from 5% to 20-25% as it doubles its workforce in the country. “The industry is moving from mere transactions to services like financial services, engineering and healthcare services. We are in the early stages of that shift,” said Convergys human resources senior VP Clark Handy.
With the rupee continuing to appreciate, the company plans to begin servicing the India market in a bid to offset the impact of currency fluctuations. “We have been slightly hit by the rupee appreciation. We plan to begin doing in-country business in 2008 which would help us mitigate the impact of sudden currency movements. We would also introduce clauses in our contracts to take into account such variations,” Mr Streit said.
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Convergys, which employs about 75,000 contact centre employees in 77 centres worldwide, expects to double its global workforce in the next three years. Apart from expansion in India and Philippines, it is also looking at growth opportunities in eastern Europe, Africa and Latin America.
“We have a small presence in China. We have to start now if we want to develop a significant presence later. For at least another five years, I don’t think any significant voice-based work will be happening there but things will change after that,” Mr Streit said.
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