Avaya opens Hyderabad GSD centre

US based Avaya, a provider of intelligent communication solutions to global enterprises, has opened its second global services delivery centre in India at Hyderabad, with the first being in Pune, says Business Standard.

The facility, which can accommodate 300 professionals, would provide additional support to Avaya's initiative to supply expertise to customers on a full range of products round the clock across geographies, besides doubling up as a disaster recovery centre.

The $5 billion company has similar centres in the US and Budapest.

Outsourced contact centre operator Scicom is implementing a programme of professional education in contact centre operations and management, which school leavers can take all the way to a masters degree qualification in customer relationship management, states Malaysia Star.

Scicom chief executive Leo Ariyanayakam said the BPO@Work course, developed inhouse by his company, is the first formal qualification for contact centre workers in the world, with a career-specific syllabus and certification from an internationally recognised educational body.

The company is launching a programme of professional education in contact centre operations and management. The courses are certified by Edexcel, a unit of Pearson which certified O- and A-level examinations in Britain and other countries, as well as the British Technical Education Council qualifications.

According to PrecisionMarketing, brand owners are facing a major crackdown on their contact centre operations as part of a blitz by the Financial Services Authority (FSA) and PhonepayPlus (PPP) to eradicate bad practice.

Speaking at the DMA UK's contact centre open meeting about ways to improve practice within the industry, the FSA and the premium rate regulatory body PPP have agreed to actively correct market failures and change behaviour within the sector.

The two regulators will launch a "Treat Customers Fairly" campaign in September in a bid to build consumer awareness about how to complain about bad behaviour. If the complaints are upheld, businesses could pay heavy fines or face legal action unless they change their ways.