News

AOL expands Indian call centre staff

America Online Member Services India, the customer support subsidiary AOL, is to increase staffing from 1,500 to 1,900 by the end of this year.

The Bangalore-based subsidiary is also diversifying into technology development and content creation for AOL.

AOL set up customer support operations in India in July last year with 200 staff, to offer telephony-based support to AOL's 35 million subscribers worldwide.

The centre handled about 10 million customer calls over the past 12 months, according to Maneesh Dhir, vice president and country head of AOL's India operations. "We expect to handle about three to four million calls a quarter once our ramp up to 1,900 people is complete," Dhir added. 

AOL India offers support in various customer-related processes including technical support to AOL's narrowband and broadband customers.

AOL has eight support sites worldwide, of which six are in the US An AOL site at Manila, which is the only other customer support site outside the US, employs 1,000 staff, and offers chat and e-mail based support.

"We may also look at e-mail and chat-based support as that transition is easier than getting into voice-based support which requires you to set up a very complex infrastructure," said Dhir.

AOL India is also working with other AOL groups on development of technologies to fight spam, and also to make internet use safe for children and young adults.

Although the key line of operation will continue to be customer support, one of the other goals of AOL India is to broaden its portfolio to encompass other AOL businesses.

AOL India will also work on content development and content management.

John Ribeiro writes for IDG News Service


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