Nokia launches contact centre in India

BANGALORE: Nokia has officially launched its contact centre in India, setting what may eventually develop into a trend of establishing contact centres through global collaborative efforts.



The centre, Nokia India Careline, is managed by SCICOM Contact Centre Services (India) Private Limited - a subsidiary of Malaysian Business Process Outsourcing (BPO) services provider SCICOM (MSC) Bhd - with manpower drawn from India's vast pool of talented IT personnel.

SCICOM's entry into India is in accordance with the framework of Malaysia's Multimedia Super Corridor (MSC) that provides for Malaysian outsourcing services providers to develop into regional companies and eventually MNCs, efficiently operating outside Malaysia while still making use of their technological base in the country, states a company release.



As contact centres operate in a borderless world, the MSC envisions a multi-cultural web of hundreds of large and small mutually dependent international and Malaysian companies collaborating across an economically vibrant Asia and the rest of the world, comments the company.

Launching the Nokia India Careline, Government of Karnataka Department of Information Technology, Biotechnology Science & Technology secretary Shankaralinge Gowda, IAS said, "This endeavor brings four entities together - 2 countries and 2 giants in their respective fields - India, Malaysia, Nokia and BT. British Telecom are the software providers for Scicom. Quoting figures Gowda said that of the US$4.5 billion through IT exports, around US$500 million revenue was earned by BPO's last year, and

there were 138 BPO companies employing 60000 persons in the state.



SCICOM Group executive director and CEO Leo Ariyanayakam, in his welcome speech, said the Nokia India Careline marks another step forward for SCICOM, through subsidiary company SCICOM Contact Centre Services (India) Private Limited in their aspiration to become a global player in the outsourcing industry.

SCICOM's contact centres in Malaysia provide clients with multilingual inbound customer care and technical support services. The company manages multiple contact centres, handling interactions from 12 Asia Pacific countries in 15 native Asian languages as well as English language support for the UK and US markets.

Apart from customer contact management, it provides consultancy services to more than 20 MNCs in Asia. Along with its offices in Malaysia and India, it also operates out of the United Kingdom and Singapore, and has emerged as one of the largest employers in the outsourcing industry in Asia, adds the release.

Nokia global customer care director support services that Nokia views India as one of the fastest growing market for mobile phones in APAC and there is increasing customers' expectations for a higher quality of customer care.

"The Careline provides premium customer care support in English as well as a variety of native Indian languages such as Hindi, Kannada, Telugu, Tamil and Bengali," he added.

A visit to Scicom's set up at ITP, Bangalore revealed the latest state of art center. Operators demonstrated the features of various handsets at a click of a button. Operators have to be at least bi-lingual to work here - they must know English and a local language. Most operators also speak passable Hindi, informed our company guide.

The Nokia India careline number is 3030 3838.

Latest News

Load More

Sign up for our Newsletter

subscribe for latest stories