vCustomers to expand in UP, Uttarakhand

Move is part of the BPO firm's plans for expansion in smaller cities.

VCustomers, one of the leading business process outsourcing (BPO) companies in India, is planning to expand its activities in Uttar Pradesh and Uttrakhand. This is in line with the company's plans for expansion in smaller cities across the country.

"Looking at our plans to provide services to clients within the country, we are taking a leap to expand our activities in smaller cities as well. It is also seeing the potential that these comparatively small cities have, and it becomes necessary to engage them as well in the expansion plan for the company," said Sanjay Kumar, CEO, vCustomer Corporation.

Handling 4 million customer queries a month, vCustomers is planning to increase its reach to clients within the country. The company is serving as solution providers for companies in the retail sector, auto industry and also for some central government departments.

"We are looking forward to make our presence felt in the telecom circle as well. We are already in talks with over 17 telecom companies," said Kumar.

The company is also looking at adding local flavour in providing its services. This will be in terms of using local language, especially Hindi, while providing solutions to their clients.

The company, based in Kirkland, USA, has increased its focus on using technology. "We are giving increased focus on deploying technology and automating almost every process in our establishment," he added.

He said the entire induction process was 100 per cent online. An individual could fill in their induction form online and also through their office kiosk.

Keeping in line with technology-centric processes, the company has already implied its new training module called E-Learning, which reduces time and also ensures improvement. Under the new system, the whole training process is divided into modules accompanied by a test that an individual needs to qualify.

"Since each person has different learning power, therefore it was noticed that while there were some who managed to finish one module of training in the stipulated time, their are others who took more time," Kumar said.

The new system, according to him, gave an opportunity to skip a module and jump directly to the test before starting a new one according to individual capabilities.