Well, if you look back, in almost two and a half years, the biggest change probably was in late 2000 when we decided to totally change the CA business model. Sanjay Kumar Read Quote
Few service industries are designed to be 24×7 in India, and thus there was no 24×7 mentality. Sanjay Kumar Read Quote
Finance is critical. If sufficient investment is made in infrastructure and venture capital is made available, there will be a big improvement in the situation. Sanjay Kumar Read Quote
Finally, I have to say that the most surprising aspect has been the speed at which the folks in India adapt to Western practices. They learn fast, really, really fast. Sanjay Kumar Read Quote
Clients do not expect the infrastructure to be any less reliable just because the service is being delivered from an offshore location; thus, the uptime requirements justify the expense. Sanjay Kumar Read Quote
I’m equally comfortable in getting out there and taking a stand when I have to take a stand. Sanjay Kumar Read Quote
That’s a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers. Sanjay Kumar Read Quote
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process. Sanjay Kumar Read Quote
