In fact, the year 2002 witnessed a total leasing volume of 1.5 million square feet4 of office space in the NCR. The bulk of the fresh demand was from the Information and Communication Technologies (ICT) companies (approximately 75 percent) and followed by banking, insurance and financial services." The factors which favored the growth of the Noida, Gurgaon as for locating ITES industry were proximity to the airport, cheap rental rates, and also good infrastructure, business friendly government policies, like a tax free holiday. Since real estate is all about location, the location of Gurgaon and Noida seems most appropriate in every way. There is a good supply of manpower too from all parts of North India, which makes it most suitable to locate this industry in the NCR region. One more reason for the spurt of the ITES industry in this area is the mobility of the people of Delhi and North India.
The trend over the past seven to eight years has been positive. A call center typically needs about 100,000 Sq.ft or more space, which is quite a substantial amount. The amount of space that such companies require is much more than what any other company would need. The infrastructure that the new areas offer is topnotch and much better than that available in the Delhi region. The fact that many employees of the Call / BPO companies prefer to stay close to their place of work is also one more reason why the residential properties have grown in the region. This might not be a substantial proportion of the residential properties in the region nevertheless it has contributed its part to the whole. The employees in the ITES industry in Gurgaon and Noida are from different parts of North India, including Chandigarh, Jaipur, Lucknow, Kanpur etc. Most of the paying guest accomodations and rental properties are given to the thousands of employees who come from outside to work. "Infact, about 90 percent of the people in Sector 3 of Noida are South Indians", says Alok of India property research.
The ITES is a manpower intensive industry and it is based on either language skills or Data processing abilities. Call s need to train their employees to speak in a neutral accent and also to handle specific processes in a defined way (process training). "The training business is a commodity business, and with the growth of the call centre / BPO industry the demand for training has only gone up" says Rohit Agarwal of The Learning Curve. Most of the training institutes provide training in soft skills and hence help aspirants land jobs in the call. "The
ITES industry being a manpower intensive industry and this is an immense opportunity for training to come in and fill this demand," he adds.
"There are two varieties of training offered- one is voice and accent and the other being soft skills training. Since most of the clients of call centers are American, an emphasis on the American accent becomes paramount. Understanding their culture, their way of speaking helps the call centre executives sell in a better way," says Akshay Datt of The Learning Curve.
The team leads in a call center may undergo programmes like leadership development. The agents take programmes in stress management programmes, customer service and similar programmes to help them do well professionally.
Many companies outsource their training work (which in itself is a huge industry). The number of people employed in the training industry has gone up, so have the