The Hindu Business Line : Ocwen targets mid-sized cos with call centre solution

`A contact centre in the US of 150-200 agents can expect to save over $225 per agent per month. For a 150-seat centre in India, the savings could be Rs 1.82 crore annually on operational costs alone'.

Chennai , April 17

SETTING up a call centre may take six months to a year. However, officials of Ocwen Financial Corporation, a US-based financial services company, say that by using the company's call centre solution, a unit can go live within 60 days against a minimum of 180 days.

Further, clients can get the solution on a monthly rental, according to Mr Grier Chad, Vice-President (Global Sales), Ocwen ACCES (Advanced Contact Centre Enterprise Solution).

The company is targeting small and medium size Indian firms, which cannot afford to invest large capital and need minimum time to set up their centres, Mr Chad told Business Line.

Ocwen ACCES runs as an application service provider (ASP) model without having to install the software on the desktop. The solution is easy to adopt and requires no capital start-up costs. This allows small to large companies the ability to save on large capital investments, he said. To deploy this solution, a customer requires International Private Leased Circuit connectivity to Ocwen's facility in the US. The clients need to provide the following details — how many agents, where they are seated and the functionality required. Ocwen ACCES is then configured to suit their requirements. After the customising/configuration, the IP (Internet telephony) phones are plugged in to the network and the call centre is ready to go live.

Implementation and time to market is almost 50 per cent less than the schedules offered by other vendors. Post implementation, Ocwen provides 24/7 support and becomes the single point of contact for all technical issues/upgrades/modifications. The solution is provided on a per-seat per-month basis, he said.

There are significant cost savings for clients using Ocwen ACCES. For instance, a contact centre in the US of 150-200 agents can expect to save over $225 per agent per month based on a deployment of similar functionality and capability. For a 150-seat centre in India, the savings could be Rs 1.82 crore annually on operational costs alone, he said.

Any international call centre is a target for the company. Ocwen ACCES is aiming to have 2,000 seats or 18 centres by the end of the next financial year.

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