New Delhi, June 11: Amid all the noise about moves to ban outsourcing from India, US based call centre solutions company Concerto Software is planning to increase outsourcing of help desk facility to India to serve its North American customers in a bigger way. "We will increase the number of seats in the help desk facility to 60 from the current 30 to serve our customers in North America from where now onwards the late-night (third shift) calls will also be transferred to India apart from the usual calls of the first and second shifts", Pramod Ratwani, vice-president, Asia-Pacific, ME, Concerto Software said here today.
The Indian help desk, which also takes care of queries from the Asia Pacific countries, at present is catering mostly to the level 1 queries pertaining to simple problems, Ratwani said and added the Indian centre would soon be geared up to take on more complex queries of level 2 nature where middle East customers would also be included in the Indian help desk.
Concerto is planning to make India a hub for its Middle East operations where all customers support and product installations would be overseen from India, he said.

Despite a dull market, for the year 2003, the company is banking on demand from the expansion plans of its existing customers and is eyeing a growth of about 40 per cent from the country.
Bureau Report