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CALL
CENTER, AN OPPORTUNITY
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| By
:
Dr. N. P. Sen |
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WTO
AGREEMENT |
Which brought down the custom duty from 85% in 1993 to 5% in 1999 has
seriously affected Indian Electronics & Telecommunications and Computer Industry and
made them to slowly close down. Job and experts have to migrate to developed nation. At
the same time WTO agreement also compelled the nation to open Telecom Service Sector and
nation witnessed the roll out of paging, cellular and basic services throughout the nation
in very short span of 2 years. |
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COMPETITIONS
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In paging and cellular and basic services made the telecom services
charges fall down. |
TECHNOLOGY |
It is not only the competition which made the services made the telecom
services charge fall, but also the Technology which reduced the cost of network from
Rs.40,000 per lines in 1993 down to Rs.15,000/- per line in year 2000.
It is Technology which
reduced the long distance circuit charge (per circuit per KM charge) by more then 50% to
60% it was introduction of digital switching technology which reduced the switch cost from
Rs. 12,000 per line in Year 1993 to Rs. 3,000 in Year 2000, also causing reduction in
outside plant due to distributed switching, OSP cost fell down from Rs. 18,000 per line to
Rs. 5,000 per line.
Digital Transmission media
over OFC, Microwave and Satellite circuit also went through reduction of the cost. Now
with new technology from PDH to SDH and to WDM the cost of circuit is further going to
fall down.
Packet Switching and Voice
Over IP is going to increase the circuit utilization by a factor of 10 and thus reduce the
cost of long distance call by a factor of 6 to 8.
PDH being replaced by SDH, new technology
of WDM on fiber coupled with packet switching replacing circuit switching and competition
on long distance telephone is going to reduce the International calls charges to USA form
25 per minute in 1995 to 10 to 20 S in 2004. |
IT IS TECHNOLOGY
COUPLED WITH WTO FORCED COMPETITION |
| Which
is driving introduction of new technology into the service and its cost. Out of two factor
WTO and technology, which reduces service charge. I would give major credit to WTO, which
brought competition to this sector technology, which reduced the capital cost. Because it
is competition, which forced operators to introduce new technology reducing the capital
cost, other wise why should a monopoly service provider like to adopt new Technology,
which will reduce its service charge and profit. As clearly seen VOIP being introduced in
all advanced nation is still considered illegal / and unauthorized. It is the competition
which forcing the operator to adopt cost effectiveness technology to be able to reduce
service charge to be able to face competition. |
INTERNATIONAL LEASE LINE
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Here we stop talking about telecommunication, now let us analyze the
impact of competition and falling long distance International Circuit Charge on Indian
business, Indian Society and Indian Economy in wider sense and see how best can we take
advantage of this WTO provision to best of our ability.
We in India with second
largest population, largest English speaking population after USA, vast resources of
Technical manpower, an excellent infrastructure of Human resource development both in
Public and Private Sector, has now got a window of opportunity to stop
- BRAIN DRAIN
MIGRATION
And create climate for migrating job from
developed nations to India.
Here too the opportunity is not
everlasting. Indian lost the opportunity of FDI (Foreign Development Investment) to its
competitor China, Thailand, Malaysia and Singapore etc. |
HERE
IS JOB MIGRATION MARKET |
Luckily we are not competing with China but let us not loose this
opportunity to:
Pakistan, Bangladesh, Sri
Lanka, Nepal, Malaysia, Indonesia, Thailand, Philippines, and Latin American countries
which is at higher stage of preparedness due to proximity to USA.
Our purpose of holding this Seminar is to
mobilize all support to entrepreneur through Policy Maker, Financial Institutions,
Technology Provider to be able to generate public opinion to encash this opportunity.
As policy maker let us see
what is immediately required to promote this industry in India.
In USA 65% to 70% of Call Center running
cost is labor next rent where as in India. 50% to 60% cost of Call Center running cost is
the international lease line circuit cost; there is considerable possibility of further
reduction of circuit cost due to technological innovation now being available. |
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