Back on Track India
COVID-2019 has shown the world a derogatory picture that anyone could have ever imagined. The human life, their freedom, source of livelihood; everything is on stake. While protecting and saving lives is the first priority at this moment, bringing the nation back on track needs a strategic approach, where all the stakeholders have to participate with their share of responsibilities.
Due to COVID, operations in the outsourcing industry have stalled. Many people who lost their jobs have migrated back to their hometowns. A team of livelihood generation experts at KAGAS has conceptualized and designed project “Back on Track India” to generate a source of livelihood for the reverse migrated as well as employable youth by creating jobs in the outsourcing Industry in District Pithoragarh of Uttrakhand.
Problem Statement
The Indian outsourcing industry which is estimated to be worth about $52 billion, employs approximately 3,00,000 people every year.
Indian outsourcing industry leads the global listing with the most diversified service portfolio that primarily includes:
Customer support services
24/7 inbound/outbound call center services that address customer queries and concerns through phone, email and live chat
Technical support services
Installation, product support, running support, troubleshooting, usage support and problem resolution for computer software, hardware, peripherals and internet infrastructure
Telemarketing services
Interacting with potential customers and creating interest for the customer's services/ products. Up-selling, promoting and cross selling to existing customers and completing online sales processes.
IT help desk services
Level 1 and 2 multi-channel support, system problem resolutions, technical problem resolution, office productivity tools support, answering product usage queries and performing remote diagnostics.
Insurance processing
New business acquisition and promotion, claims processing, policy maintenance and policy management.
Data entry and data processing
Data entry from paper, books, images, e-books, yellow pages, web sites, business cards, printed documents, software applications, receipts, bills, catalogs and mailing lists.
Data conversion services
Data conversion for databases, word processors, spreadsheets and software applications. Data conversion of raw data into PDF, HTML, Word or Acrobat formats.
Bookkeeping and accounting services
Maintenance of the customer's general ledger, accounts receivables, accounts payables, financial statements, bank reconciliations and assets / equipment ledgers.
Form processing services
Online form processing, payroll processing, medical billing, insurance claim forms processing and medical forms processing.
Online research
Internet search, product research, market research, surveys, analysis, web research and mailing list research.
How COVID has affected the companies to discontinue operations:
- Life-threatening risk associated with COVID-19
- Migration of the first hand employees (agent and team leader) from metro cities to their home towns, usually smaller cities
- Even if they are operating; they are not operating at full capacity rather in a very controlled setting, leading to higher operating expenses
- Work from home is not an option due to risk related to data security, misuse of data
According to the intensity of the infection, India has been divided into Zones
Zone |
Business Activities related to outsourcing |
Operational Cost |
Red Zone |
Restricted activities |
High |
Orange Zone |
Better than red zone but activities are restricted |
High |
Orange Zones with very low density of Population |
Less restrictions |
Lowest in the Hills/ Mountain towns, provided: |
A Win – Win Solution
To qualify as an ideal fit, the area has to satisfy the following criteria:
Higher literacy rate and education level
The higher employable population that means youth should have:
- Language proficiency (English and Hindi)
- Computer Skills (Intermediate level: Knowledge of MS office, Internet-related functionality)
Infrastructure
- IT Infra: Lease line internet connection facility), telephone
- Office Space with dedicated workstations
- Possibilities of scaling up with a very short turn-around-time
- Capable Management team with technical know-how and experience of handling such process.
- Sustainability post COVID
- Future connectivity by Air with bigger cities
Our Proposal
WHY PITHORAGARH CAN EMERGE AS A HUB FOR OUTSOURCING MARKET
Pithoragarh is a Western Himalayan town with a Municipal Board and one of the most developed cities in the Indian state of Uttarakhand. For the project “Back on Track India”, Pithoragarh matches all the criteria of being a qualified place to run the operations.
- The largest organized semi-urbanized to urbanized town and village cluster in the state.
- Connected with all means of transport: Rail, Road and Air
- Known as the education hub of the hilly region with many reputed colleges and technical institutes
- Literacy rate of 92.48 %; higher than state average of 78.82 % and national average of 74.04%
- Pool of educated and employable youth and reverse migrated due to lockdown
- Soothing climatic condition that doesn’t require AC throughout the year, which again gives Pithoragarh an advantage of running operation without fear of spreading COVID 2019 due to centrally-run ACs
What KAGAS Offers
Competent dedicated management team with relevant experience of working in the outsourcing industry
Operation-ready with all physical Infrastructure (Office space, sitting bay, CCTV)
IT and Telecom Infrastructure
KAGAS’ credibility and legacy of working in the area of last 28 years
