| Allsec has been providing call quality monitoring services to US companies and now it has packaged it as a product and service to launch it in Australia and New Zealand markets, Adi Saravanan, founder and president, Allsec, told a press conference. |
| For SalesForce, the company was looking at offering new products and valued-added services to clients in Australia and New Zeland and the tie-up will enable offer call quality monitoring services to the existing and prospective customers in these two markets. |
| While Allsec was projecting a minimum revenue of $1 million by the first full year of operations, the tie-up, forged for three years, also means three key developments "� the utilisation is expected to go up, the company will be up on the value chain and the people strength, who are involved in call quality monitoring services for various clients, may go to 1,200 from the present 300, Saravanan added. |
| The intellectual property (IP) of the product will be owned by Allsec and the physical aspect of putting customer experience will be done either by Allsec or SalesForce. |
| This service is expected to provide customers with the opportunity to objectively evaluate the quality of their call centre conversations, significantly increase the numbers of calls recorded and audited and manage call quality processes cost effectively. |
| Though call centre industry in Australia was facing manpower shortages and looking at outsourcing their services to India, 80 per cent of the players in the country are not keen on outsourcing their call centre operations to other countries. SalesForce will be targeting these companies to offer call quality monitoring services, Kevin, Panozza, chief executive officer, SalesForce. |
| Asked about addressable market for this services, Saravanan said that 2-3 per cent of all calls recorded in various contact centres needed quality monitoring. |
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