Work force quality now crucial for tech firms
Quality workforce appears to be the only differentiator that could win customers for IT cos. Top 20 IT Exporters | Top 15 BPOs | 10 trends for IT cos | B'lore blast in pics
By ET Bureau |
THIRUVANANTHAPURAM: In a world where technologies offered by service providers closely resemble one another, quality workforce appears to be the only differentiator that could win customers for IT companies.
���Customers are interested in knowing how the solution provider can solve their problem ��� and not in knowing why and how a certain technology is better than another. And often, it is the competence of the employees interfacing with the clients and the level of their empowerment that determines whether a tech company is able to win or retain a client,��� UST Global senior vice president Murali Gopalan told ET.
Consistency of customer experience was central to customer satisfaction and a general challenge for tech companies was to get trainee engineers ��� who are drawn from different engineering colleges and having different skills and abilities ��� and raise them to a competency level higher than the industry average , he said.
���Customers are interested in knowing how the solution provider can solve their problem ��� and not in knowing why and how a certain technology is better than another. And often, it is the competence of the employees interfacing with the clients and the level of their empowerment that determines whether a tech company is able to win or retain a client,��� UST Global senior vice president Murali Gopalan told ET.
Consistency of customer experience was central to customer satisfaction and a general challenge for tech companies was to get trainee engineers ��� who are drawn from different engineering colleges and having different skills and abilities ��� and raise them to a competency level higher than the industry average , he said.
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���For a client, the consideration is simple: Is this techie interested in knowing how to solve my problem or is he just delivering a technology product ? The premise is that without adding value, a customer will not last,��� Mr Gopalan said.
The realisations, he said, have led companies to go for a combination of IQ and attitude as key parameters at the time of recruiting freshers. He said UST Global may even consider lowering the bar on its insistence on 70% score for graduation as the focus shifted to the importance of having the right attitude.
���The challenge is to get staffers to bring their hearts to the table. That is the differentiator as competing tech companies approach a client for business,��� Gopalan said.
He also added that it was high time tech pros dropped the call centre mentality and displayed a service oriented approach. He said UST Global may even consider lowering the bar on its insistence on 70% score for graduation as the focus shifted to the importance of having the right attitude.
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