Besides regular quality certifications, consistently meeting SLAs and repeat orders, a critical differentiator amongst call centers is to have a network of global delivery centers. This helps clients route calls to the best customer representative and balance different time zones, in addition to being a sound de-risking strategy. HTMT scores well in this front with centers in India, Manila, Mauritius and the U.S. It is now gunning for Eastern Europe.

HTMT was amongst the earliest Indian players to focus on developing its global delivery capability by setting up a center in Manila through an acquisition in 2003. It has recently acquired Illinois-based Affina with seven centers in the U.S. and Canada. Affina was the first company in the U.S. to develop a dealer database locator that allowed customers to locate the nearest dealer or service center by calling a toll-free number.

Another thrust of HTMT’s strategy has been to develop its multilingual delivery capabilities. Its Mauritius center leverages the French-speaking population and the center in Texas provides support in Spanish language.

HTMT scores well on the attrition problem that has plagued call centers across the world.

Not surprisingly, for the past three years the company has figured among the top five employer of choice in India in the annual survey conducted by Dataquest-IDC.