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Why Tier 2 Cities Are the Next Big Frontier for BPO Growth in India
Introduction
Bangalore has long been the heart of India’s BPO industry. But now, Tier 2 cities are emerging as the next big frontier. At DakshOne Connect Pvt Ltd, we’re expanding beyond metros, recognizing these cities as the future of BPO excellence.
Cost Advantage
Operating costs in Tier 2 cities can be 30% lower than in metros. These savings in real estate, salaries, and utilities allow us to provide cost-effective solutions without compromising on quality.
Untapped Talent
Cities like Mangalore, Madurai, and Indore are full of skilled, multilingual graduates eager for job opportunities. By tapping into this talent, DakshOne enjoys lower attrition rates and higher employee satisfaction.
Infrastructure Evolution
With reliable internet, modern co-working spaces, and strong government support, cities like Coimbatore and Vizag are becoming IT and BPO hubs.
Work-Life Balance = Higher Productivity
Employees in Tier 2 cities enjoy a better quality of life and work-life balance, resulting in higher job satisfaction and boosted productivity.
DakshOne’s Expansion Plan
We’re expanding into Mangalore, Madurai, and Bhubaneswar, using a hybrid model combining remote capabilities with on-ground leadership. Our focus on healthcare, fintech, and customer service ensures world-class delivery at competitive prices.
The Future
Tier 2 cities are the future of intelligent, scalable BPO growth. At DakshOne, we’re leading this evolution, bringing global business closer to the best talent and infrastructure.
Mastering Omnichannel Support: The New Standard in Customer Experience
Introduction
Customers today expect seamless conversations across platforms, whether it’s a call, WhatsApp, or email. At DakshOne Connect Pvt Ltd, we’ve adopted omnichannel support to meet these expectations—boosting satisfaction and optimizing agent productivity.
What Is Omnichannel Support?
Omnichannel support means integrating voice, email, chat, social media, and more into a unified experience. Customers can switch between channels without having to repeat themselves, ensuring a smooth interaction.
Key Technologies
We use:
- CRM Integrations (Salesforce, Zendesk)
- Unified Dashboards for easy channel switching
- AI-Powered Chatbots for quick queries
- Analytics & Sentiment Tools for personalized service
Client Benefits
Omnichannel support offers:
- Higher CSAT & NPS
- Reduced AHT
- 24/7 Support
- Scalability
Real-World Impact
A US-based edtech client saw:
- CSAT up 25%
- Response time down 38%
- Chat resolution up to 88%
Training for Success
We provide channel-specific training to ensure agents handle each interaction with care and efficiency.
Future of Support: AI + Human Synergy
The future is a blend of AI for routine tasks and human empathy for exceptional service.
📘 Building a Culture of Learning in High-Volume BPOs
How DakshOne Connect Empowers Teams Through Scalable L&D
At DakshOne Connect Pvt Ltd, we know that a thriving BPO doesn’t just run on numbers—it runs on knowledge. In fast-paced, high-volume environments, continuous learning is essential. That’s why we’ve built an engaging and scalable L&D culture designed to evolve with our people.
Our training modules use quizzes, badges, and leaderboards to make learning interactive and fun. This boosts engagement, retention, and performance across teams.
From day one, agents experience smooth onboarding via mobile-first, self-paced learning tools. Regular refreshers ensure quality stays consistent—even at scale.
We celebrate learning achievements through shoutouts, incentives, and fast-tracked growth paths—fueling motivation and accountability.
Training is aligned with live performance data. We identify gaps early and deploy targeted refreshers—keeping productivity and client satisfaction high.
Learning is a culture, not a checklist. At DakshOne, we’re investing in our people to deliver smarter, faster, and better results—today and tomorrow.