Delhi-based NetSpace Communications will set up five training institutes within the city to train agents who will not only man contact centers but will also be able to provide support services to clients. To be launched by the end of March under the banner NetSpace Academy, the aim of the training academies will be to churn out professionally qualified agents who would earn as much as Rs 8,000 to Rs 10,000 as starting salary.
Said Pankaj Garg, Co-Founder and Director, NetSpace Communications, “There is a great demand for trained call center agents but the availability is low. Although an advertisement may draw a number of applicants, only a few will be qualified agents.” The company has till now shortlisted three partners who will set up centers at Connaught Place, Pusa Road and East of Kailash. Two other partners for the city will be decided shortly.
The course will have three modules: basic, intermediate and advanced. With an approximate cost of Rs 20,000, the entire course will span 180 hours. Depending on individuals, the course can be completed within three weeks to three months. From teaching the basics about how to greet a caller, the agent would be trained to answer complex queries of customers. The basic requirement for such a course would be graduates with good communication skills and an understanding of the service industry. The demand for agents today is far more for handling call centers for overseas clients than for domestic clients. The domestic call center scenario is yet to take off while the international call center market is set to experience a boom. The NASSCOM-McKinsey report has pegged the size of the IT-enabled market in the country at $ 17 billion by 2008.
Although NetSpace does not guarantee placements, those candidates who do reasonably well during the advanced training course will be `helped in finding a placement’. The company has a major presence in providing solutions for the call center industry and is therefore well connected in the industry.
NetSpace, which is a part of the NetLink Group, had been created a year ago to address the emerging IT-enabled services market. This includes providing technology solutions as well as training for the industry. In less than a year of its existence, the company has already registered a turnover of more than Rs 2