By Linda Ruffenach
Executive Vice President Customer Care
kar·ma – (in Hinduism and Buddhism) the sum of a person’s actions in this and previous states of existence, viewed as deciding their fate in future existences; destiny or fate, following as effect from cause.
I have always been a firm believer in karma. I have tried to live my life in a positive manner with the hope that good things would come my way. I believe it was a combination of karma and fate that brought me to my current position.
If six months ago you would have told me I would be working for a U.S. based company that provides BPO technical support and application development from India, I would have said you were crazy. I have spent close to 20 years in the customer care industry. I have been in over 100’s of call centers, both in the United States and abroad. I have been blessed with the ability to quickly assess an operation and expediently cull out opportunities. I have opened centers in the U.S., the Caribbean and Asia. My experience has taught me that there is a give and take in quality and cost especially when it came to nearshore and offshore staffing. I had definite preconceived notions about Indian call centers, which were soon to be disproven.
When I was asked by a former co-worker to spend an afternoon with the founder of GlowTouch, Vidya Ravichandran, I never expected it to turn into a full-time role. I was quite content in my consulting business. I came to the meeting with the hope for a new client not a new job. However, from the moment I walked in the door I quickly realized this place was different. The first indication was a magazine cover featuring Vidya with the headline, “Nurturing a Lasting Employee Customer Relationship.” I opened it up and took a quick glance at the article.
“In an industry where everyone is in a rat race to gain the larger share of the pie and rake in the big ‘moola’ by stepping into every area of IT services, GlowTouch thinks otherwise…GlowTouch provides specialized offerings in niche market segments…rather than chasing a list of clientele, the company first and foremost focuses on its employees, for Vidya knows that a happy organization translates into a happy business practice and a satisfied customer.” – Silicon India
When I sat down with Vidya, and other members of the senior leadership team, I was struck by the sincerity and passion for delivering to their customers and their employees. They were at a pivotal moment in the evolution of their business where they wanted to grow the customer care side of the business and were seeking guidance. The business had grown over the past few years at a rapid pace with most of that coming from organic growth from existing clients. Even though a large percentage of their business was doing support, sales efforts were focused on application development.