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Wednesday, August 03, 2005

 

Starting an Indian Call Center

E-Commerce News: Global : Starting an Indian Call Center: The Purple Case Study

"Retention is the number one issue in the Indian call center industry," said Mark Lewitt, an American operations manager for Mumbai-based Godrej Upstream. "The industry in India states that the yearly turnover of agents is around 30 percent, when the on-the-ground reality is that the rate is much, much higher," Lewitt said, adding, "It is closer to 60 percent."


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