Aegis VP Operations switches career
By Sameer

Aegis BPO has 39,000 employees based in 42 delivery centers and looking after 135 clients.  Head quartered in Mumbai, Aegis has call centres in India, Philippines, America, Costa Rica, New Zealand, Sri Lanka, Australia, Kenya and South Africa. Aegis, ranked eighth by NASSCOM among the top BPO exporters in India, is experiencing a growth spurt in a number of its centres.

Has the turbulence in Aegis BPO Services claimed another casualty? Vice President Operations for their Noida center, Anil Jacob, has resigned to run his own business.

Anil Jacob, who had joined Sparsh in 2009 as Site Head, later started work with Aegis BPO services in March, 2010.

Within four months of joining Aegis, Anil seems to have been fortunate enough to find his niche and has set up his own business as a franchisee for Cox and Kings in Ahmedabad.

There is always some speculation when senior managers leave within 4 months of joining.  With diminishing margins, lower billing and higher client expectations in the Telecom domain, all such processes are under tremendous pressures. Adding to the pressure are mandatory TRAI audits of customer satisfaction by all telecom operator.  Such audits include metrics like time to answer calls, calls answered within 30 seconds, billing complaints received, complaint number provisioning and monitoring and so forth.

Again, reducing margins bring in tremendous pressure upon process owners and managers.  It seems Anil thought it wise to invest his savings into a franchise, which is a welcome and a refreshing line of thought for managers of today who want to break out and make it on their own.  It seems Anil has made a wise decision to move in the right market at the right time.

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