Dialling in....

The Middle East market for call centre solutions is seeing significant business transaction and interest according to a number of key solution vendors and customers. Over the past three months, a number of key global players serving the contact centre solution market have been making their entry into the Middle East region.

Interestingly, in line with this trend, a recent Datamonitor survey predicts that the next three years (upto 2009) will see an average growth rate of contact center agent positions of 16.3% per annum in the Emirates, 7.1% per annum in Egypt, 10.5% in Saudi Arabia, 11.2 % in Oman,and 6.1 % in Kuwait."

How to Buy an Indian Call Center, Part 2: Managers and Prices

By Anthony Mitchell, CRM Buyer

Establishing a solid, friendly presence as soon as possible and instituting morale-building initiatives is crucial for preserving a buyer's investment. Easing out the old managers while retaining non-managerial staff is often a delicate but necessary part of making a buyout successful."

How to Buy an Indian Call Center, Part 1: The Advantages

By Anthony Mitchell, CRM Buyer

'A call center with 40 or more experienced agents can be of tremendous value for a buyer,' said Kiran Upadhya, a Bangalore-based consultant with Uni Solutions. 'At an older call center, workers will be happy to now be working for a Western firm, especially if given a 20 percent pay increase,' he said, adding, 'just give them Friday and Saturday nights off.'"