The company also plans to raise the current headcount of 180 to 1,000 by 2006 in multiple phases by having multi-location call centres in India and overseas.
During the current fiscal, it plans to increase the total head count of call centre and BPO executives to 300 to fully utilise its 100-seated capacity.
Speaking to Business Standard, Sudershan Chakravarthy, executive director and COO of Concen Tek, said that the company was already providing call centre services in the areas of telecom and finance. Tech support and healthcare and pharma would be the new focus area of operations.
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While the tech support services could be launched anytime, the healthcare and pharma sector services are being chalked out, he said.
Concen Tek was set up in October 2002 by M P Chary, chairman of Chary Group of Companies. It launched its commercial operations in April 2003. The company has so far invested $1.5 million in its Hyderabad and US operations.
The company achieved operational break-even in June this year. It is aiming at a turnover of $1 million for the current financial year and around $4 million during 2006-07. The expansion is likely to cost around $1.5 million.
According to Veda Murthy Sarvotham, resident director of Chary USA Inc, Philadelphia, the domain expertise in healthcare and pharma sector of core promoter MP Chary and director T R Bhoopathy, added to the strategic position of Hyderabad in the pharma sector, gave the company great leverage in winning the confidence of customers in the US. Chary USA Inc is the front-end office of Concen Tek in the US.
Chakravarthy said the company had consolidated its operations within a year of its operations with the lowest attrition rates in the industry. Concen Tek is aiming to touch the average income per agent per month to a tune of $1,500 to $2,000 during the current fiscal year to become profitable.
"At a time, when the attrition rate is ruling over 40 per cent in the industry, the company could contain the same at less than 10 per cent due to a strong focus on honing manpower skills and highly incentivised career growth for employees," he said.
"Our human resources policy has increased the productivity of our employees. In fact, in selling a critical product like finance, the productivity has gone up from 50 orders a week to 300 a week per employee. Without pushing to the limits, the executives need to be spurred into enhancing their skills and motivation by the management on hand plays a great part in this," Chakravarthy said.
Claiming that that Concen Tek operates in a 'best in its class facility' in an area of 10,025 sqft, he said it can accommodate 100 agents per shift for three shifts a day, ensuring over 80 sqft of work space per agent.
The company is ISO 9001-2000 certified and is in compliance with Six Sigma, COPC, (customer operations performance centre), eSCM (e Services Capability Model) for higher levels of operational performance standards to deliver quality services to its global customers.
Besides these factors, the highly scalable resources-technological as well as human "“ help win over the clients, he said, adding the promoter group had committed to enable the same at any point of time.
Alton Mc Vay, vice-president (delivery systems), said the success for any contact centre would hinge upon a high quality recruitment followed by continuous upgradation of skills, dynamic career growth and imparting multi-functional expertise among the staff to achieve higher productivity levels.
This, he claimed, was already very much a reality at Concen Tek.
"Performing people are our assets. An executive can make or break a business opportunity for our client. Apart from ensuring an enabling environment, we constantly monitor the quality of services, weed out any functional monotony by providing cross-functional experience to enthuse the staff," he added.