Mumbai: Aegis Ltd, a BPO company from the Essar Group, will hire 11,000 people in the current financial year, according to its managing director and chief executive officer Aparoop Sengupta.
“We see a huge demand across geographies for BPO services. The hiring is to meet the demand,” said Sengupta.
Meanwhile, looking at the crunch of people to manage customer experience management across sectors Aegis is looking to training and recruiting people.
It has set up Institute of Customer Experience Management (ICEM) to train students specifically for the service industry (retail, banking, financial services and insurance, ITeS) focusing on the customer experience and customer lifetime value. The first batch of 400 people will start from August this year in Coimbatore.
“This might be the first of its kind initiative towards improving the entire process of customer experience. Whenever we spoke to clients, be it of our parent group company or others, they have always said it is needed. So we would now set up more such campuses across India as well as outside. We would like to set up another five ICEM campuses in the next three years,” said Subir Ghosh, president - Aegis Global Academy, the division that runs ICEM.
While Aegis has tied up with other firms for placement of all 400 students in various companies, the firm itself would absorb about 100 from every batch of ICEM.
The firm has tied up with IIM-Indore and SQC Singapore to design specific course materials for ICEM.
“I believe this is practical and fruitful strategy by firms to meet the gap between service requirement and actual execution. Going forward, I see this will be a trend being taken up by firms of other sectors, too,” said Prof Ravichandran, dean IIM - Indore.
On May 19, the firm purchased education finance service provider Sallie Mae’s customer service centre in Texas, US.
Under that deal, about 350 of Sallie Mae employees will join Aegis whose headcount stands a little over 40,000.
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