The products have been developed by Bell Corporation and are expected to find wide acceptance among many MNCs who have set up call centres in the country, regional director of Tata Telecom Mr Peter Jayaseelan told eFE. Tata Telecom has got more than 200 customers in the country to whom it supplies call centre equipment and maintains the same. The business is growing at the rate of 40 per cent, explained Mr Jayaseelan.

Though a formal launch is yet to take place, there have been a number of enquiries, particularly for the Internet products. This suite includes collaborative browsing, E-mail browsing, text chats etc. Many companies have the `call now' button facilities on their site which links the user to the call centre for additional information. The collaborative browsing allows the operator in the call centre immediate access to the user and his profile who would have registered earlier and also open the same page he is currently accessing. This facilitates speedier information clarification besides allowing the operator to click on to relevant pages from her end which would appear simultaneously at the user end.

Collaborative e-mail browsing works in a similar manner, except that the user enters his questions into the computer which is forwarded to the call centre and answers come back via e-mail.

Tata Telecom is close to tying up with a couple of clients for the Internet products. Others include the CRM Central 2000 package which allows for a single contact at the customer's end which links the front-end software to the back end processes. Voice Loggers monitors the operators and the number of calls handled.

According to Jayaseelan, setting up a full-fledged call centre would cost anywhere between Rs 5 crore to Rs 10 crore. Incorporating the Internet call center suite would call for an additional 20 per cent. The CRM package would be approximately Rs 20 lakh while Voice Loggers would cost Rs 15 lakh for six channels/operators.

The market share for Tata Telecom's Business Communication Division (which handles the call centres and networking) is around 30 per cent in the country. The share in call centres is 60 per cent. The current year is expected to bring in a turnover of Rs 80 crore from the call centers alone (PY Rs 32 crore). The total turnover of the BCD division last year was Rs 150 crore.