Quatrro BPO Solutions is planning to start operations in China, with plans to penetrate the local market too.
Quattro is the first BPO to have secured permission for this model from DoT. "This is a provisional permission. Once the company is able to meet all our security concerns, we will grant them a license," confirmed a senior DoT official on condition of anonymity.
Call centres, once the engine room of India's BPO exports, are evolving too. Depending on the complexity, 30 to 50 per cent of voice and chat volumes are now handled by conversational AI.
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