CCCTS will focus on imparting training and consulting services in India and Asian countries and make Customer Relationship Management the bottom line of every call center organization.

Call Center Consultancy and Training Services (CCCTS) is a company dedicated to cater to the ever-growing need for professionally trained call center experts required for the booming call center market in India.

Launched by Kapil Modi, the youngest of the Modi clan in association with renowned academicians of both national and international repute, CCCTS focuses on imparting training and consulting services in India and Asian countries and make Customer Relationship Management the bottom line of every call center organization.

CCCTS is planning to set up nationwide call center training institutes to be called Call Center Academy (CCA) and Consulting offices early this year. On-site training facilities & solutions to train agents, managers and potential call center companies and clients will be on offer.

Also on the anvil are franchise CCA's at Modinagar, Mumbai, Hyderabad, Bangalore and Chennai. Furthermore Call Center Academies shall be set up in Chandigarh, Pune, Deharadun, Manipal, Ahemdabad, Lucknow, Trivandrum and Jamshedpur to provide turnkey consulting and project management solutions to clients.

Announcing the launch of the new company, Kapil Modi, Chief-Executive-Officer, CCCTS said, "Call Center business is on the verge of boom, with India at the centre of it. Call Center business today is a whooping $100 million dollars in the current market. The entry of so many players has led to the call centres being more closely examined and these examinations have now led to alarming revealations, with the scarcity of trained manpower topping the list. There are apprehensions over whether India has prepared or is preparing enough trained manpower to meet the ever-increasing demands of the Call Center Companies for efficient, well-trained manpower. We at CCCTS have come up with the solution to this problem. The primary objective of CCCTS is to raise the standards of training of call center agents, supervisors, managers and the standards of operational management of Call Centers in the Asian region, to a level of excellence. The end customer must be the ultimate beneficiary."

The company will serve two kinds of clientele with end-to-end training and staffing call center workforce management. The first kind would include Captive training for call center companies and the second category would include the general population. The captive training for the call center companies will include training manpower for the corporate clients based on their manpower, requirements and specifications. For the general population CCA will provide certification training to the general population desirous of gaining employment in the call center Industry. The company would ensure placements to candidates who pass the certification examinations.

The various divisions of the company would provide services on Call Center and contact center startup, best practice review and assessment, service re-engineering and blueprinting, quality assurance and CIAC certifications. CCCTS will offer turnkey project management services to build facilities, select, procure and install computer hardware, software and telephone systems, recruit and train qualified personnel, long term budgeting to assist in fund raising efforts, design customer service plans including volume forecasts, marketing plans for outsourced call and contact centers.

By Rahul Surkund