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Interviews |
Last Updated: 13 April 2011 |
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The vendor management policies followed by the Indian
telcos discourage companies like us to actively pursue the Indian market |
... Mahesh Dhillon, Promoter & Founder Director, Agilyst
By Sabiha |
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Mahesh Dhillon, Promoter & Founder Director, Agilyst |
Agilyst is a leading operations service provider to the cable and broadband industry. Founded in 2007, the company today has been able to successfully scale up with a team of more than 350 employees.
Within a short span of time, Agilyst has taken a lead as the operational expertise for cable and broadband community. Today, it has pioneered in providing services that include Reporting & Analytics, Process Validation & Execution Support and Customer Support Quality Measurement.
In a short conversation with Convergence Plus, Mr. Mahesh Dhillon, Promoter & Founder Director of Agilyst spoke about the company, its solutions & services, expansion plans and more. Few excerpts… |
What are the solutions and services offered by Agilyst?
Agilyst offers a wide range of services that span all lines of business (data, video and voice), all support channels (chat, email and phone), and multiple functional areas (care, repair, billing, retention, sales and technical operations) in the broadband industry. Agilyst has proven solutions for cost reduction, plugging and reducing revenue leakage identifying operational improvement opportunities, and help manage customer churn for the telecom and cable industry.
How do they function?
Agilyst is a very specialized back office operations support company requiring a fair bit of domain expertise. For all of the work we perform, Agilyst looks for ways to help improve our customers operations for the long term but to help achieve a fast ROI (for our clients), we look for ways for our clients to avoid costs or plug revenue leakage at a transactional level. All this is done while trying to proactively identify and fix an end subscribers problems before they become a problem or if the subscriber does find out about the problem, work towards resolving 90% of the issues within 1 or 2 hours of them being reported … compare this to the standard 24-48 hours!
What are the challenges being faced so far?
The problems we fix for our North American clients are also faced by their Indian counterparts however given where the market is in India (maturity, customer satisfaction, competition, proactiveness to problem fixing, etc.) such issues are not being aggressively pursued by the Indian telcos. Additionally, the vendor management policies followed by the India telcos discourage companies like us to actively pursue the Indian market – lower margin, delays in payments, cronyism, etc.
Tell us about the Agilyst operations center in Chandigarh and the company’s plans at hiring in bulk for this center.
We started in 2008 with a very small team and have quickly been able to grow our business. We started the year (Jan 2011) at about 350 people and now are already approaching 500. We are currently looking for infrastructure and leadership team members that allow us to scale the operations to 1000 within the upcoming 12 month.
Do you also plan to set up more operations centers in other cities in India? What are your impending plans for expansions?
We are currently looking to expand our operations in the Chandigarh area however, are considering opening another center in a Tier 2 city. Having said this, we are also actively considering opening a center overseas.
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