Source: www.newswiretoday.com

Zensar Technologies, a leading global IT and BPO services provider, today announced a centralized customer relationship management centre for Kotak Mahindra Bank.

Zensar Technologies, a leading global IT and BPO services provider, today announced a centralized customer relationship management centre for Kotak Mahindra Bank, one of India’s most reputed financial organizations. With an aim to creating a differentiated customer service and experience in the currently cluttered credit cards market, Kotak Mahindra Bank has decided to invest in building a specialized centre for CRM with Zensar for its credit card business.

Dr Ganesh Natarajan, Deputy Chairman and MD, Zensar and Chairman NASSCOM at the occasion said, “This partnership with Kotak is a strategic one for Zensar and we look forward to a significant scale up of this business to a 500 seat centre in the near future. This is the first engagement in the domestic market for our BPO business, reiterating our focus and belief in India as a market.”

The centre located at Zensar’s Pune campus would cater to activities such as customer acquisition, customer service, collections and retention for Kotak’s recently launched credit card product range. The operation commenced with 20 associates in April 2008, and has been scaled up to over 250 associates today. This centre will support Kotak cards’ business in ten cities across India with focus on customer experience as one of the key differentiators.

Subrat Pani, Business Head, Credit Cards, Kotak Mahindra Bank said, “With our suite of Simple & Powerful credit cards, we aim to make a difference in the aspirational Indian customer’s life. We as the credit cards industry have to do a lot to make it easier for customers to understand and use credit cards, and above all keep the cardholders happy. The set of people, processes and innovative technologies that we are working with at Zensar is aimed at creating that enhanced customer experience that we look forward to deliver consistently to our cardholders”.

Kotak Credit Cards is the newest addition to the wide array of financial services offerings of the Kotak Group. The card range on offer includes 2 Visa Gold Cards, a Visa Platinum Card and a Visa Signature Card. Kotak cards has taken a fresh approach on card design, and has introduced India’s 1st vertical card. With the CRM centre with Zensar, Kotak Cards is demonstrating its fresh approach to enhanced customer experience in the credit cards industry.

Hiren Kulkarni, Head of Zensar’s BPO said, “Zensar and Kotak are now looking at jointly addressing requirements of business continuity by setting up a 100 seater functional centre in Zensar’s Hyderabad facility. This facility will also address the Southern India market of Bengalooru, Hyderabad, Chennai and Coimbatore.”

Plans have been chalked out to establish dedicated communication infrastructure that will connect Kotak and Zensar’s data centre to host systems specific to Kotak’s business requirements. This is the first domestic account for Zensar in the BPO space exhibiting immense growth opportunities for the Company. The success of this Kotak-Zensar association will go into determining the future for Indian Financial Services and outsourcing industry.

Source www.hindu.com

Outsourcing of human resource (HR) processes is happening in a big way in India and many medium and large sized organisations use the services of external consultants to take care of their HR functions.

The recruitment process outsourcing (RPO) in the organised sector is growing at 40 per cent and many organisations are outsourcing their recruitment process right from the entry level jobs.

According to Asim Handa, Country Head of Futurestep, an outsourced recruiting subsidiary of Korn/Ferry International (a premier global provider of talent management solutions), the present value of the RPO industry in India was estimated at $2.5 billion and companies such as Futurestep provide customised solutions to suit clients’ requirements across all sectors

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‘Strategic RPO’

Recently Futurestep had introduced its new comprehensive talent acquisition solution ‘Strategic RPO’ aimed specifically at the business performance needs of enterprise organisations. He said it focussed on identifying and delivering strategic impact at the business level.

According to Mr. Handa, there was a huge opportunity for Futurestep and the organisation was growing at 100 per cent year-on-year in the last three years. RPO was a major component of the worldwide BPO market.

One of the major advantages to organisations, which outsource their recruitment process, is that it helped to save as much as 40 per cent of their recruitment costs. Also, outsourcing enables the human resource professionals of organisations to focus on the core and other HR and strategic issues.

In India Futurestep has a lot of clients including earthmoving equipment manufacturer Caterpillar.