Drishti-Soft Solutions, a leading provider of communications solutions, announces its association with one of the largest call center training institutes with over hundred centers in India- Orion Calltech. The underlying objective of this association is to train students on Drishti’s groundbreaking Call Center technology- DACX.

It has been observed that the ‘On-Floor’ time in a call center reduces from three weeks to less than a week when agents are trained on Drishti’s software. Technical training is an important aspect of call center operations. Not only is it a complex procedure, but also a time consuming affair. Customers, these days, expect call center agents to resolve their queries in the least possible time, yet in the best possible way. That is why the call center workforce must be adept at managing technology to facilitate higher First Call Resolution (FCR), more live connects and higher operational efficiencies.

For most of the call centers, retaining their agents is perhaps the biggest concern. High attrition rates in the call center industry create a space that is generally filled by housewives or fresh graduates. It is a fairly decent assumption that such recruits have inadequate tech know-how. Training costs for a new agent can sometimes be as much as five times higher than costs associated with re-training an experienced agent. Moreover, it has been found that it costs around three month’s agent’s salary to a call center if an agent leaves after being trained. Talking in larger terms, say a call center with 150 seats (attracting 30% attrition rate), the amount translates to Rs 2-3 million every year.

Orion Calltech wanted to provide a remedy to such training and attrition related issues. They wanted to address the aforementioned issues and provide a proposition to the call centers. “We were basically looking for simulation solution for live contact center environment. The problem was that since we are spread all over India and that PDS (Predictive Dialing System) entails detailed maintenance; gathering manpower (which is not out mainstay) was becoming cumbersome. Drishti, therefore, came up with a Localized IP-Contact Centre Simulation on a PDS model. That meant lower variables to maintain because all of our centers could access this resource without having the required technical know-how. Drishti has been very co-operative towards our unforeseen needs” said Manish Agarwal, Director, Orion Calltech.

Orion Calltech has over a hundred training centers spread across India. Such a vast training network commissioning Drishti’s technologies would enhance Drishti’s brand image in the BPO industry.

Training agents on IT enabled systems (i.e. ITes) is thus indispensable for call centers if they want to minimize cost and time. Training agents on Drishti’s software would ensure that they learn the ins and outs of ITes, thus eliminating the need to re-train agents. Hence, agents trained on Drishti’s software contribute to the overall productivity of the call center from day one. Comments Mr. Bishal Lachhiramaka, CEO, Drishti-Soft Solutions- “Agents being trained on DACX from a reputable institute like Orion Calltech shall benefit our clients and partners greatly”.

Drishti’s call center software DACX Ameyo offers holistic contact management capabilities for domestic as well as international call centers. Comments Mr. Sanjeev Kothari, Director, Orion Educare Pvt. Ltd.-”Drishti has provided us a very good solution, and mapped all our requirements through its innovative centralized contact center module. This would enable us to provide training on real call center applications