The Right Contact - more on 60012345

Contact Center paradigms are changing, continually challenging a business’s ability to differentiate itself. The need of the hour is to be able to make a distinction, and ease of access to an organization has become a critical element of effective global business strategy.

Accessibility can build brands, especially for a people chain supply company like ours. Those companies that are not thinking about total enterprise accessibility today will need to go for it soon, and those who are implementing it will have to perfect it sooner or later. Such is the imperative of easy access and right contact.

Four years of research in the people industry has helped us connect with India’s challenges and opportunities, both embodied in Employment and Employability. TeamLease launched India’s Job Hotline 60012345 in 11 languages on Aug 15th, 2008. Any candidate can call this number for registration and take up to 8 minutes Basic Assessment. The uniqueness of this Contact Center is that it operates from 8 am to 8 pm, 7 days a week and speaks 11 languages from day one!

Each caller receives a unique candidate ID for live information on job status at http://www.teamlease.com/, for future calls to 60012345, or for the next level assessment. The next level assessment for one hour provides a four-page feedback report to the candidate on Knowledge, Skills, Aptitude and Behavior.

This assessment will be processed by a unique in-house job matching algorithm to match with our over 150 Ideal Candidate Profiles (ICPs) that includes jobs like sales, finance, administration, supervisors, etc. All candidates assessed will be called within 72 hours to discuss career prospects or training options. While the level of assessment will be rolled out in three phases, it is immediately available at 150 centers across the country that include TeamLease offices and partners like Employment Exchanges, Drishtee, Comat, Hero Mind Mine, Skill Pro etc. Candidates who are not “job ready” but “near fits” will receive counseling for training with one of Team lease’s training partners. If they register and complete training, the candidate is jointly certified by TeamLease and their upgraded profile will be reprocessed by our job matching algorithms against the ICPs.

The cost and performance of a user access center can be critical to its success. Spend too little and perform poorly, and your contact center becomes a business liability that drives away customers and creates market damage. Conversely, spend too much and under-perform, and your call center again becomes a sore point. If you spend efficiently and perform optimally, a level above the industry, your contact center will most likely be a profit center for the company, hiring, growing and retaining candidates.

We at TeamLease have taken the giant stride towards providing the Right Contact for India, and perfecting it in the process. However, it is only the beginning of a revolution, beginning of the creation of a new brand. Robert Frost had rightly said: “Miles to go before I sleep -Miles to go before I sleep.”

D Latha
Bangalore