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HistoryThe Growth of Idea Back in 1999, Sanjay Kumar, the founder and CEO of vCustomer Corporation, identified the potential of VOIP (Voice over IP) in making a paradigm shift in the call center business model by bringing down the costs of long distance communication while retaining crystal clear quality and the ability to apply the latest telecom innovations to this business. The rationale behind the idea was that the growth needs of large corporations would necessitate an inward looking cost focus to stay competitive, while placing high priority on quality and control. Importance of Quality as a Strong Differentiator Early on, vCustomer recognized quality and process re-engineering as the key drivers to differentiate from India's more traditional and generic low-cost labor advantage. The Six Sigma approach was adopted as the bedrock of vCustomer's service delivery methodology which enabled strengthening of its customer focus, application of continuous process improvement methodologies while sustaining high levels of customer satisfaction for its customers. The Technology Plus Low costs were but a generic advantage, and Sanjay used technology and quality as powerful tools to establish a compelling business proposition. His technology grounding helped impart to the organization a first-mover advantage in the technology support domain, and has helped vCustomer become a virtual leader in this space. Today, vCustomer handles 3 million calls a month for large diversified global leaders in the computer/ networking/ peripherals manufacturing space. |