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Saturday, Dec 28, 2002

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Dell plans major call centre in Hyderabad

V. Rishi Kumar


IN a significant catch, Hyderabad has managed to attract one of the fastest growing technology company — Dell Corporation, to locate its one stop mega call centre to support its diversified global operations.

This follows a series of interaction the State Government team had with the corporation officials, visits by the Chief Minister, Mr N. Chandrababu Naidu, to Dell during his US tour and follow-up visits of some of the top Dell executives, including its Vice-President.

Dell Corporation was planning to establish a 1000-seater call centre facility under the name 24/7 and as per the ITES policy in the State, the State Cabinet had also approved an investment subsidy to the company towards its capital cost, sources in the Government told Business Line.

While extending technical support for its global customers, this centre will also handle various outbound marketing initiatives for the company, whose biggest strength is through direct selling approach over the Internet.

This has made the company a model for others to emulate. A significant part of the company's overall marketing effort is over the Internet.

Though the company's Indian subsidiary is based out of Bangalore and handles marketing of computers offering support from there, the company plans to locate the call centre in Hyderabad and has embarked on the process of recruitment staff for the facility, which will eventually host a few hundred people, sources said. Following the State Government's announcement of a separate policy framework for IT-enabled services, in league with its consultants McKinsey and Co, there has been spurt in activity in this space with Hyderabad recording a growth of about 350 per cent last year.

For investments made by such companies, certain tax exemptions are extended covering concessions in registration-related matters and investment subsidy on capital investment. This has attracted several major players.

Already several MNCs including GE Capital, HSBC, Deloitte Consulting and Brigade have ramped up their facilities, and some others such as Wilco International, part of the Automatic Data Processing (ADP) Inc, are mulling ITES facilities here.

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