iTouchPoint's Dual Delivery Center Model Gathers Customer Kudos

In April 2002, when the Indian BPO industry was gathering momentum and the big and small Contact Centers and BPO's were rushing to set up either third party or captive units in Indian cities like Bangalore, Gurgaon, Hyderabad, Chennai and Pune, iTouchPoint, founded in early 2002, decided to offer its customers the dual offshore advantage by establishing delivery centers in two countries - Philippines & India.

Today, iTouchPoint boasts of a combined strength of 1000+ seats at both the Manila (Philippines) and the Bangalore (India) Contact centers. iTouchPoint customers have been delighted at the prospect of having a choice of two offshore countries for delivery. At either of the delivery centers, iTouchPoint can customize and deliver end-to-end contact center solutions to its customers measuring in factors like voice & accent, culture & education standards, technical & non-technical or voice/ non-voice support.

For example, all voice based support with a stress on American accent can be delivered from iTouchPoint's Quezon City, Manila delivery center and all voice based support requiring neutral accents can be delivered from the iTouchPoint Bangalore center. Similarly, non-voice and transaction processing based activities can be delivered from Bangalore, while Manila can be the center for all high frequency voice based support like Directory Assistance.

With iTouchPoint's DDC (Dual Delivery Center) model, our customers also reap the benefits of having a hot-synced DRM process between Manila and Bangalore that act as a back up for each other.

Today, major Indian BPOs are rushing to set up delivery centers in Manila, but with iTouchPoint, our customers can say that they were there first.